Purchase Totals
Hello, We are currently using Service Desk roduct and with some success. We have encountered an issue regarding purchases. When more than one item is included with a single purchase, the total is not often accurate. Any help with this matter will be greatly appreciated as we are unable to use this facility with confidence. Regards
E-mail Server Settings Page Bug?
I cannot change the password in the mail server settings page (incoming). The save button is greyed out, and no matter what I change on the page, this button does not change.
Adding "Additional Feilds" to select criteria drop
When setting up my Service Request form, I used one of your additional field to create a pick list of project numbers; I named the field "Associated Project". I would like to be able to create a business rule that assigns the requests to a queue. I have noticed that all of your select criteria only contain the default fields. Can you tell me what table I need to add my custom "Associated Project" to? Regards, Ryan Harmer
Global View reports not working...
Just upgraded to 5.0 - on the global view, the "last month" report isn't working. The others work fine, but selecting "last month" doesn't change the graph from the last selected report. All other selections on this screen work fine.
AD integration
I thought once the users have signed into their computers through AD that information is passed thru SDP? We have just upgraded from sdp 4 to 5 anticipating this option so our users will not have to logon to our system and logon to sdp as well. please let me know if i am doing something wrong
workstation
Is there anyway I can prevent users from selecting their workstation ID?
Queues Idea
Hi I think that Queues should be also in "Assign to :" window (now i can choose only single technicians) regards Bart
Problem attaching more than 2 files
Hi, It's impossible for me to attach more than 2 files when I create a request. Could you give us an answer to this question Best regards
Problem with a caracter
Hi, I'm encountering a problem with a caracter that prevents text to display in tool tips. The caracter is " ' ". I've made a screenshot of the problem. System language is french. Best regards
Cyrillic encoding (windows 1251) in emails and comments
Hello, Kind advice me how to fix the issue with emails received by SD+ in Cyrillic code pages (windows 1251) It is not readable. The changing of encoding in IE is not resolving it… The reply from SD+ in Russian language is OK, But it very important to read and understand the respond from users too. :) Thank you in advance Mykola
foward request
Hi! When I reply a requester sometimes I need to CC some others requester. In Outlook I use ; between the adresses, if I whould like to CC more than one requester which carater should I use? Best Regards Daniel
Bugs and new features
Hi, I'm in the process of testing SD+ in order to buy it. I'm quite happy wxith it I must say, but I think I found a few bugs (or maybe something wrong on my system ?) : - When I select a request in the list by whecking the check box and then press "delete", I get this : HTTP Status 400 - Invalid path /http://bdx-2039:81/WOListView was requested type Status report message Invalid path /http://bdx-2039:81/WOListView was requested description The request sent by the client was syntactically incorrect
requester automatic technician assignment
Hello, We are currently running servicedesk 5.0.0 (build 5000) With regards to business rule definitions, with the "Match the below criteria" option, using sender. is it possible to define an email domain here? For example, we have a client, with a number of staff who email our address. we would like to automatically pick up these emails, and assign them to a technician. I have tried specifying *@domain1.co.nz, @domain1.co.nz and domain.co.nz as the send address (one at a time) howeve it does not
Workstation Scan in Win98
Hi, I need to know how to scan a domain with workstations in WIN98. I can't make it! I suppose that the reason is the configuration of the WIN98's. The failure messege that appear me is: FAILURE : Connection to Telnet Service in the workstation failed. Please help me. Joel,
Technician Assignments stopped working
This just started to happen. No configurational changes have been made to server or application. - Requests are categorized by requestor - based on category is placed to a queue - queue has multiple techs assigned with the 2 senior techs listed for notification. - Ticket is picked and process continues. ISSUE - Category when selected doesn't stay. It defaults to select category. weird! - If category selection remains, que is no longer notifying technician via email. Email confirmations are processing
Solutions HTML formatter documentation / how-to
Has any documentation about the HTML formatter used in Solutions emerged? Where/when is it available? -Al
Stopping purchased items going into asset database
We purchase a number of items that are not classed as assets, eg. Toners, Keyboards, Mice and so on. We do not want these to go into the assets database, however when they are set as received they do. Can this be prevented ? Damian
SMTP Engine
We use a MacAfee anti-virus solution that has an option to block traffic on port 25. This is obstructing all e-mail notifications coming from Servicedesk. We would like to keep this option on and add an exception within the anti-virus software to allow traffic from Servicedesk, however in order to do this we will need to know the filename of the SMTP engine within Servicedesk. Could you possibly provide this for us? Thanks
Couple of Questions
Hy there, trying out SD+ and a few questions arose. One, in the requesters self service portal, how can I disable the My Details. I wouldn't want people messing around with that. Second, wouldn't it make sense to be able to manage assets as we do with workstations. I mean, in terms of ticketing, it's important to tag a workstation as is to tag a printer. Third, how could I scan a computer not belonging to a network. I know I could add info manually, but as i see it, not all of it. Fourth, i'm having
Question about Announcements
Hi Why all technician users are allowed to delete and edit Announcements published by other technicians or even admin ?? They can add anything to content , save it and under the text is name of first author .There is no information about person that had made changes. Regards Bart
Unable to import AD users
We have been testing version 4 with AD intergration with no problem's and I have just installed version 5 but I am unable to import any AD users, when I run the import wizard it is only showing some of the built in OU's in the AD structure and not the OU which our users are in. When I try to import anything I get the following error message Requesters Import, Failed... General failure while performing the operation.
Quick Create not assigning technician
Hello, We are running SD+ 5.0.0 Build 5001. The problem we are experiencing is when a requester submits a new request through the "Quick Create" their request will be assigned to our default category (in our case "Desktop Hardware"), but the technician remains "Unassigned". This is problematic because without a technician being assigned and an email being generated to notify a technician, the request just sits there with no technicians aware a new request has come in. Do I have something set up incorrectly,
License
hello the default administrator account should not be one of the 5 license i purchase i should be able to add 5 users i do not use the administrator account on my domain Tim Ward
Purchase Order
Hello, Is there a possibilities to change the view of Purchase Order and manage or implement the Purchase Order Rules like Bussiness rules? In my Company we have a lot of departaments and every order has to be approved by authorithed person (CFO) from each department ... How we can manage this situation with your ServiceDesk+ Thank you in advance Mykola007@mail.ru
Upgrade to 5001 from build 4112 Not Compatable
When I try and run the upgrade from build 4112 to 5001 I get a message that states the PPM is not compatable for this product? I was on build 4102 and used updatemanager to go to build 4112 and then tried the same procedure to go to build 5001 as it is explained below? Can anyone help? Migrate from Previous builds to Build 4112 Upgrade from Build 4112 to Build 5001 Migrate from Build 5000 to Build 5001 Customers on previous 4.0 builds need to download and install Service Pack 12 to move to Build
Domain scan
HI Why in licenced ver. of SD5 is limit for 1000 workstations in domain scan ?? regards
Feature Request -- Associate PO with Ticket
We would like the ability to associate a PO with a ticket.
error on CSV assets import
Attachment csv try to import, renamed .txt (yesterday work, today not!) Thanks! Error: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.ArrayIndexOutOfBoundsException: Array index out of range: 1 java.util.Vector.get(Unknown Source) org.apache.jsp.asset.MapFields_jsp._jspService(MapFields_jsp.java:88)
Restore V4 Data in Version 5 Goes into Limbo
Hi Upgraded to V5 Fresh installation, tryed to restore data using the restoredata.bat and it goes into limbo, its been running now for 20 minutes; previously when i would restore data it would take around 5 minutes. I have around 600 to 800 records in the file. Please help ..... Regards, Shane
Domain Scanning Error
I get the following error on machines when I do a scan... but I know the machine is one and DCOM is turned on. //CORP/computer : No response received from workstation. Probably the workstation might be switched off or does not exist.
Custom Reports
Why do I get this error when I create and save custom reports? 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: 0 >= 0 org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Reporting - Custom range
Is it just my convereted data or is there a problem when selecting a custom range. I only get my most recetn data. Damian
Requests filter v5001
In the old version if I click on show all open requests it shows everything except closed status. Now in the new version it only shows the open status.... I want to be able to see all requests except those that are closed.... Can I create a custom filter for requests ?
Notify techs by email on new request creation not working
Hi, I have Notify technician(s) by email when a new request is created selected, and have selected the relevant techs, but the emails are not getting sent. Other notify emails (eg Notify technician by email when request is assigned) are working fine. SDP v5 with SP1. Help!!!
retrieving thorough requester info
Hi We have just started using SD and trying to put as many info as possible. One question: Is there any good way to retrieve through requester info? currently I choose "Admin" tab > "requester" and then if I want to know which workstation this user is using, I need to click "associate workstation" to know which workstation is associated. I can just create new request to know most of the info, it's better if I can retrieve all those data from keyword search function on left hand side. (which only
Name problem after copy request
Hi When i use "copy request" option and i want to change "requester name" (in copied request), system returns old name after "update request" option. this is in situation when that name is not on the list imported from AD.(?) Regards
Attachments to Solutions
Is there a file size limit when attaching a file to a solution? I am trying to attach a file that is about 137 M but it keep erroring.
Time Spent Reports
Unalble to create a custom period with Time Spent reports. This needs to be correct also in the next release. We are using SD Plus version 5 PTD Tech Support
E-mail icon no longer works after SD plus upgrade to ver 5
E-mail icon no longer works after SD plus was upgraded to ver 5, will their be a patch to fix this? PTD Tech Support Team
Add to filter for software
Is there a way to change the software "types" in the database so I can filter on other types? I would like to add shareware, freeware, etc...
Next Page