Assigning jobs to queues
When assigning jobs to queues in already open jobs it doesn�t register that I have made a change after following the "edit request" link. I am trying to manually assign a queue, after clicking "update" the request does not keep the change, although it will allow me to assign a technician. I would like to be able to assign to other queues while jobs are open as things sometimes tend to get sent to wrong queues :(
Select all Organizational Units?
Guys, When I do a Domain Scan, do I need to pick all the organisation units or just the top level domain? We have about 50 organisation units in each domain - do I have to reselect them all each time or is the top one enough? Thanks! Gavin
Feature List for the next release
Hi All, Find below the list of features which have been taken up for the next release. The next release is expected by the end of September ( just 8 more weeks to go ). 1. Active Directory Authentication 2. Custom Report Generation 3. List View customization 4. Internationalization 5. Support for MSSQL database 6. Announcement Board 7. Threading in Requests 8. Request Queues 9. Request Sub-Categories 10. HTML Support 11. Attachments to Replies & Solutions 12. Scan non-English OS & Mac OS Workstations
Have pre-defined reports been fixed in SP3??????
Not only did I get a lot of grief from my IT Team for ServiceDesk being unavailable for 2 hours this morning due to the latest update completely screwing up MySQL database, I see that the promised land with regard to the reports problems being fixed doesn't appear to be within reach yet or was this fix just related to Custom Reports? For example, when I go to run the Requests Completed Summary by Date by Technician (just one example) I get the now very familiar "The server encountered an internal
Email Loop
I have had a number of requests where somehow when technician has clicked Email Requester it has by default put in the CC address of servicedesk@ourdomain.com. I presume this is because the original requester had copied the ServiceDesk on the email. The problem is when the technician replies the Service Desk continually generates emails saying the request is updated and then appends the request with that email which gets it in to a massive loop. Can it please be included that no notifications get
Acknowledge Requester by email
Acknowledge Requester by email when a request thread is appended is not working. We're using version 5.0.0 Build 5003 and when a technician enters a note and needs more information a user has no way of automatically knowing that this information has been added. They are required to login and check their ticket status which causes a delay in response. Depending on the issue and the delay, this can cause problems in work flow. Please advise. Thanks, Goodner
No ability to filter workstation information in Inventory
I'm not sure whether or not anyone else has had this problem but this just started happening on our implementation of ServiceDesk 5 yesterday afternoon. Symptoms are as follows: You go to the Inventory tab and click on All Workstations. It then takes absolutely ages to display the list of workstations (which it didn't do before the fault occurred) but does eventually display a list of workstations. In our case a total of 972 items. At the top of that page we used to have a filter option where you
Feature Request: Licence keys when scanning workstations
Hi, Please can you seriously look at adding detection of licence keys to the workstation scanning in ServiceDesk. A lot of people have said to me how useful it would be, and the licencing component is very limited without it. Although I know how many licences I have purchased for the company, I don't know which computers have which keys and I don't know if two computers are using the same keys. This feature would be really, really useful for Office, Outlook, Windows, etc. If there is anyone else
Version update and service pack fixes and enhancments
Where can users find the problems solved and enhancments added per version? I would like to know this information for 4.0 SP12, 4.0 SP14, 5.0 builds 5001, 5002 and now 5003. The readme file was helpful but I can no longer find the older version readme files online. Please post old versions including readmes for access in the event anyone needs this infomration for restoring backups or wants to know what features were fixed or added. If this information is already available please point me to the
SD Wont Start with MYSQL Error
When I try to start SD I get an error stating that "Trying to start MySQL Server Failed" If I try and start the MySQL with startDB.bat I get another error stating that "C:\AdventNet\ME\ServiceDesk\bin>..\mysql\bin\mysqld-nt: Character set 'utf8' is not a compiled character set and is not specified in the 'C:\AdventNet\ME\Servic eDesk\bin\..\mysql\share\charsets\Index' file" WRAPPER LOG STATUS | wrapper | 2006/01/09 19:57:26 | --> Wrapper Started as Service STATUS | wrapper | 2006/01/09 19:57:27 |
Multiple addresses
Is there atrick to adding more than one email recipient in the To or CC fields when replying to hte requestor through the Service Desk App? I need to reply to the requestor but also add in the rest of the team for informational purposes. About 5 people total. I would prefer to have this run through the Service Desk App so a log of this would be kept against the ticket. Thanks Tony
Turn off Quick Create
I am trying to find out how to turn off Quick Create forms. A previous post mentioned that it is under Admin:General Settings but I cannot find it listed there. Also, is there a way to make additional fields required? I don't want my requestors to submit requests without providing the information we need to contact them and/or solve their problem. It is my experience that if they are not forced to provide info, they get lazy and "forget" to fill in the data. Thanks in advance!
Integrating with MS SQL Server and IIS
Hi, I have a licence for Microsoft SQL Server 2000. Is it possible to have the database stored on MS SQL server and the website hosted through IIS. Regards, Roshan
Use of additional fields in email
Hi, Is there a way to use additional fields which have been defined in the request in email templates. We added a customer referencenumber field in the request and want to reply to the customer with this number in the body of the email. Kind regards, Jan-Peter Beekman
Unable to create custom period reports
Unable to create custom period reports within the Time Spent reports area. I thought this would be fixed when SP3 was release and I was sadly mistaken. This is a very important option that we need and I'm sure other organizations do also. Please look into the problem and resolve. PTD Tech Support
Notifaction Alerts Not sending
I have setup the mail server to fetch emails from a mail box that people send request's to. I have set it so when new requests come in to notify the technicians and I tested it with myself(technician) and got a notification.. but when others send in the tickets we don't get notified.. IS this a rights issue ? or what ?
None of the Summary reports works
Hi! None of the summary reports works, its emty. The same goes to when I tried to create a "new report" I got the following message, see the attach file. I got SD 5 build number 5002 Regards Daniel
MS Access Synchronization
We have an MS Access Database that holds the info. for all the company's inventory, is it possible to somehow get ServiceDesk to sync the assets with this database, maybe daily. I know I could import it all via CSV, but I'd like to be able to accomplish it on the fly and have the data currently in assets to be updated with the data in the MS Access DB if/when it changes. Or if I were to create a routine to hav MS Access create a csv (daily) and import it manually (or automagically if possible) would
Error on reports
I have installed the latest service pack and there still appears to be a problem when running technician reports where the first few technicians show and the rest are bundled in as other. When is this going to be fixed ? Can I extend my evaluation as I only have seven days left and waiting for these fixes has taken longer than I expected. Damian
Need to give Management the option to see Reports.
Hi, I have created two roles for the technicians and for the management. The Point is while assigning them rights, we can give them specific rights of Full Control, View, Add, Edit , Delete to the below mentioned features only. They are: Requests , Inventory , Purchase, Contract , Solutions But we cannot do anything about reports. I feel we should be able to give specific users only rights to View or Create the reports. Regards, Roshan
service desk plus wont start
it installs fine but when i run it it loads everything except when it reaches the applet stage i just see a bunch of dots rolling across. anyone can help? installing it in windows 2003 server standard.
ServiceDesk Plus mobile version (IPAQ, Palm ver)
Dear ServiceDesk plus Is there any plans to release a version compatible with IPAQ's, most of my engineers have Ipaq's and could make delivery of new jobs easier via Wireless Ipaq's. Kind Regards Saleem
Entering data in language other than english
Hello, I am able to enter field data in my native language (Hebrew) and data is well kept and displayed. However, when backuping and restoring the data all hebrew characters are converted to question marks. Is it possible to change the backup and restore procedure (or perhaps the DB encoding) so when executing the process my data will not be lost? Thanks, Adi.
Error adding Requester
I am getting the following error when adding some Requesters: FAILURE : Error while adding the requester details. Please report the problem to the system administrator, with the Error Code - 1,138,121,812,679.
totals for Summary Reports
Is it possible to get row and column totals for the built-in summary reports, without exporting data to another application?
Notification Rules (Department)
Judging from the layout of the Notification Rules this should be possible, I just don't know how to custimize it. What I'd like to do is email the request info (much like the "Print Preview" on the request page) to a particular Email address when the request is closed. say I close a request for someone in Administration, It sends an email w/ all the info to IT dept How would I go about this? if it's possible..
How to re-scan software on units already in inventory
How do you re-scan software if the software list was deleted?
view "additional requester fields" in full view sc
I expected in the ServiceDesk V5 more additional fields for the requesters. I found now 12 text- fields, but these fields are not visible in the detailed requesters- list. I can only enable / disable and sort the standard- fields, but cannot view the additional fields. Is this function not implemented or did I something wrong ? Thanks in advance
accessing mysql database externally
hi I am trying to connect to the MySQL database externally. Due to business needs we need to be able to do this. Can you tell me how please? Thanks
Problem sending Email
Hello, I defined all the necessary fields under the Mail server settings tab and even verified manually that I can connect to the email server via the servicedesk and send mail through it. Still, no mail is being sent from the servicedesk although the rules for sending mail are met. Is there any log file I can read to debug this situation or any other help you can offer? Thanks, Adi.
How To: Rescan existing inventory for software
How do you rescan the existing inventory for software without having to do each pc one at a time or deleting the inventory to re-run a domain/network scan?
Enhancement request
would like to have a TO and CC button on the REPLY and FWD notifications to select requestors from the database and plug in their email address instead of having to type the email addresses in the boxes.
Disable change password link on requester login screen
Is there a way to disable the "change password" link on requester login screen. We do not want users changing their passwords since we synchronize with active directory.
Script errors when running SD+ in a frameset
I've noticed while trying to integrate SD+ into our existing intranet that there are several pages that give script errors with non-working features. Our intranet software uses a frameset with a top frame, left menu frame, and a body frame. I created a test frameset in Dreamweaver to see if it was something with the intranet software, but the test frameset gives the same result. I haven't gone through every page of SD+ but the pages I've noticed with errors so far are: Requests tab : Missing the
Spanish?????
Sorry but i don't speak english very well. I only need multilanguage support (spanish). Do you know any date?? more or less
Add Time Entry Error
I sent this to tech support yesterday, but I have not heard back from them yet and I hope someone out there may know the answer. We are having a problem with the new Time Entry feature on only some request. When attempting to create a new time entry using the �Add Time Entry� on the View Request form, when you click the button there is no response. This occurs in both IE and Firefox; IE reports an �Error on Page� showing the following: Line: 107 Char: 1 Error: Object Expected Code: 0 URL:http://adventnet.stewartmarchman.org:8080/WorkOrder.do?woMode=viewWO&woID=
Notification link to wrong server
I have an issue where I moved by service desk plus database from one server to another by instaling the software on the new server and creating a backup file and restoring to the new server. Everything is going fine except the notifications from $Requestlink still reference the old server. So I get a page not found.
Contract Notification Routinees
Is their an ability to add a second notification routine for contracts? One would typically be used to notify of pending expiration/renewal, the other to notify of pending vendor review. Vendor review is a very specific requirement in many industries.
Exclude software from Inventory - Scanned Software
Is it possible to exclude software from Software scanning? I mean we have now about 70 diffrent "Security Update for Windows......." Is there ANY WAY to exclude this from detection? /Martin
Assign one task to multiple Technician
Hi, Did anyone know how to assign one task to multiple Technician.... Thanks Shaminda
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