Disabling modules, user roles
I have no need for the Purchase Order or Contracts modules. Is there a way to remove them for the main admin user? I created a new role without access to those 2 modules, but couldn't assign the main admin user to any other role than SDAdmin... (ie. the "Assign Role" option is not there for admin #1.) Along the same lines, it would be nice if the access matrix was allowable PER USER, and not per role. Right now, if I want to assign special access, I have to create a whole new group for it, and only
Multiple Departments using SDP
We currently use SDP for our computer help desk, but our maintenance department is curious to find out how SDP could work for their service requests. Because both departments have their own set of categories and "technicians," I was thinking that we would need two separate installations. Is that correct? Would that be the best method? Can two instances run on one server, perhaps through different ports? Or would we need to have the two installations on separate servers? Any advice/recommendations
Stop new request creation if email subject line contains RE:
Is there a way to prevent requests from being created from an email if the subject line contains "RE:"? Our problem is such that, if someone emails the ServiceDesk incoming account and cc's another person in that email and then the cc'd person replies to all, a new request is created from that reply. Any workaround would be much appreciated. Thanks.
Configuring Technician's rights
Hi !! I'm a new user of the ServiceDesk Five, which I need to study and implement. I'm having few issues. Once the Administrator assign a "REQUEST" to a technician, he should not be able to re-assign to a different Technician. By default he is able to do this & I wanted to prevent. How can i do that ? Another issue is with the mail Server Settings. Even though I specified a Senders Name Which is different than the E-mail User Name in the Mail Server, on the clients it appears as the Mail box User
AD Authentication enabled for domain without AD
We are currently using SD+ 5.0. I was actually testing the Import Active Directory when I encountered a problem. Here are the steps that I did: 1. Admin > Active Directory > AD Authentication Disabled > trying to import AD however message reads like "Cannot bind with the domain" maybe because I was using the wrong Domain Name. 2. I was not able to Import AD yet I tried to Enable AD Authentication. I clicked on Enable until there was no response from the program. Meaning, it hanged up. So, I decided
better front end, and AD integration
Besides SD+, I'm also evaluating a few other helpdesk management systems. Some of the other systems have a much better front end portal for the users. Specifically, I want to be able to allow users to browse the knowledge base, view announcements, and create new tickets without having to log in. Some portals even let users download files/patches, etc via the front end as well. My users will rarely (if ever) have the need to check the progress of their requests (since I can have email sent to them
Report on "top ten" requesters/issues
Hi, It'd be great to see a few more useful standard reports in SDPlus 5, such as a list of the top ten requesters (based on number of jobs logged in the specified time period), top ten request categories, top ten request modes, etc etc. They make for a good management overview, and would be much appreciated.
Lenguage
How traslate to spanish all the software. I am to Guatemala, City. Thank's.
Help Desk Available on WWW Web
How do you make this help desk available to the outside of your network. I cant see how to maybe change the IP address of my web server by putting an extra IP so it defaults to port 80 so it will be up on a external IP or FQDN. This product would be awesome if I can use on the web.. I am just eval till I can make sure if its available for the web... otherwise I cant use....
Recurring Tasks
Hi, I need to know if it is possible to set recurring tasks in Servicedesk 5 to cover the daily / weekly / monthly tasks I must perform. Is this possible? Thanks
AD Domain admin authentication
How can we get SD 5.0 to recognize the domain admin priveleges when AD authentication is turned on and let the domain admin be recognized as an administrator within the program. When I log in as domain admin, I get the user view. I know that it will see the admin priveleges when the account is the same as the technician setup in SD 5.0, but, I don't understand why the program will not 'see' the priveleges from the domain. Please reply to cherclay@nova.edu
Changing the login name for administrator
How can I change the administrator login name?
v5. Software details and types
Is it possible to make a setup for software types and make a section for software in admin interface with user fields options? for example, if I want to classify software by application type (graphics, office, database, erp, ...)
manually add New contract into maintenancecontract table
Hi all I've been trying to add contracts manually by playing around with the maintenancecontract table. This work perfectly and contracts added would be reflected in the actual system too. But however whenever i try to "add new contract" via servicedesk after the manual add, it will always report an error saying "contract already exists" when the contract don't exists at all! anyway to solve this problem?
Notes in request
When adding a note in request. The note is fine. But when you look at the note, there is a ikon at the left. When the mouse i over the ikon it says "To" But what there should been was an "Delete" cause it is what there happened when you select it. Mabe i a new release, Advantnet should ad bottom's for "delete" and "edit" Regards Finn
Users replying to a "Reply" creates new helpdesk c
Hi, I've just installed Service Desk 5 and we've gone live, but if a user replies to a "Reply" from the Helpdesk, a new case is opened. I thought this was fixed? Our version is Version : 5.0.0 Build Number : 5000 Can anyone help? Thanks.
no, thanks
got the solution then. :D
Additional Fields - Making them a join to another table
Is there a way to Join an additional field to an existing table for use in field validation? For instance if Office was added to an Asset, could Office be Joined for use in input/select for validation purposes?
Bug ? Queues and Rules
I have created a rule that when a new request is made it is added to a specific queue. This works fine. The queue has been configured with a number of technicians. When a new item is added to the queue I have selected to notify the technicians and have selected them. I am guessing that this notification is by eMail. The technicians do not receve any notification. Am I missing something or is this a bug. Damian
Connection to telnet services failed using Network Scanning
When running a network scan the following error occurs. Connection to Telnet Service failed. I have also tried running a scan through the inventory Workstation scan and get the following error . Incorrect username or password. The machines are running Windows XP SP2. Windows Firewall is turned off. The Telnet Services is running. The WMI Service is running. The DCOM Services is running. I have tried two different users name and the relevant passwords, both are in the local administrator group but
javascript error in SD+ 5
if you use a single quote (ie ') in most areas, including the time tracking, there is a major javascript error. this needs to be fixed. thanks.
New Users that send email to the system
When a new user sends a request and they are not in the Requester list they automatically get added with their login as their email address. This is great except the password associated never gets sent to them. Can this be setup somehow?
Username and password
when doing network scan coming up saying username and password incorrect or Telnet not responding. We are running win XP SP2 and we have enabled all as instructed Telnet services , Dcom , WMI and RPC. Windows firewall is disabled and we have followed your troubleshooting guide. This is only happening to a select group of PC,s. would you please contact Darren Edgson. 00441372821697 or by email d.edgson@venson.com many thanks.
Header & Logon Logo's
I'm running SD+ V5. I cannot change the header & logon logo's. I've followed the procedure in the admin - General settings. I've copied my new image to the following directory. E:\AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\images\IDC_Logo.gif What could be stopping the new image from appearing.
Unable to open Attachments without safe before it
Hi all I have problem to open any types of attachments in a ticket. If i want to open a attachment i must safe the attachment and then i can open it. When i try to open the attachment directly with the button open and if this file is a .txt file i get the message that the file was not found, want to create a new file ? When i try to open a .jpg my program will be started but not the .jpg file Any suggestion ? Thx, Andreas
Juddery screen when viewing through browser.
Hi all, Strange one, this. When viewing and navigating around the helpdesk system via web-browser (IE6), we start getting the screen juddering up and down. This is happening for both technicians on separate machines. It only happens on the Helpdesk. Any ideas what might be causing this? Many thanks.
Opening attachments in a case - doesn't work
Hi, when I try to open an attachment (usually a screen shot sent via e-mail) from within a helpdesk case, it won't open. The dialogue box appears asking me to Open, Save or Cancel, but if I hit Open, nothing happens. Saving the attachment to my desktop is a work-around as that's fine, but why doesn't the attachment open as it should? Many thanks.
Possible Agent to scan PC
I know that ServiceDesk and OPManager both use WMI to help with the scanning of PCs. I was wondering if in the road map you will have an agent that can be installed on the PCs instead of agentless. I like the feature of agentless but I don't like the headache of all the stuff you have to do to get it working. I would like to see an agent that listens on a specific port. Then I can allow that port in the windows firewall and I would be done. Thank You, Steve
Administrator login using active directory
When I enable Active Directory authentication, the domain login only recognizes an account named administrator as an admin. I need to have the software pick up the rights associated with each AD account. For example, If Jane Doe has administrative rights across the domain, then I want the software to allow the admin view upon authentication. Please help
how can i send a request via email?
hi.. can anyone give me an idea how i can send and book a request ticket via email even if i am not a registered user?
Inventory Scan
We're currently looking for an "agentless" software inventory/audit application, and I'm taking a look at ServiceDesk. My question is, when you schedule a scan, how does that handle say remote machines? If we have a lot of remote users that connect via VPN, I'm assuming if the machines aren't on during the scan time they will be skipped. Is there anyway around that? I'm going to assume this maybe the biggest downside to an "agentless" application.
Purchasing Workstations
How do you receive a purchase order to convert the items to workstations and not assets? Isn't a workstation just a specialized version of an asset?
How to set the domain scan
Well, I'm starting to get real tired. I cant get the domain scan to work any longer in V5, worked just fine in V4, this is just the computers whiut xp sp2. Your documention is not right, in the program it says that COM and DCOM must be started in the client, and WMI services in the "server". In your online documention it says just WMI service needs to be enabled in both the server and the client. Remote DCOM should be enabled in both the server and the client. and I got an e-mail where you say that
v5 Problem sending an Email
Hi, I try to send an email but i always get a failed on sending the notification. The Logfiles shows "Error Code - 1.132.846.879.640" what does it mean, any help? Yours Oliver
identifying mysql db tables
Hi gurus out there, Due to the large number of tables in the mysql db, do you guys know where are all the Specificed data stored in? have added contracts, vendors,POs etc but no where to be found in the mysql tables. Thanks a mil
performing "new scan"
I have done a "domain scan" and picked up a great deal of our workstations, but now am trying to do a scan of a single workstation not previously captured... I enter the IP number of that workstation and everytime I hit scan it comes back and says "Please enter workstation name to scan" - but I don't know the workstation name, just the IP number?? thanks
Modules
Hello Can the asset management portion of the ServiceDesk be deployed separately? I would like to roll this product out slowly to the user base. Thanks
Enabling Self-Service Portal Logon for Active Directory User
After importing our users from Active Diretory into Service Desk plus Free Version, the option for self service portal username and password are not there. It is not that they are greyed out, that part of the form is missing. Is this by design?
Why do my e-mail url's not show as a link?
Hi all, I have just installed and am setting up Service Desk 5. I want technicians to see the URL of the case when notified. That works but the URL does not appear as a link in the mail, just as text. I'm running Office 2003 with Exchange 2000. I can't see anywhere in the Admin of Service Desk that specifies to send as an HTML (if that's the issue). Could really do with some help as without the URL, viewing cases is a real pain. Many thanks!
technician able to close requests
I have just licensed and installed SD+5 and am only beginning to configure it and fully test it. (just did a very brief peek at the trial version and liked it!!) starting with just one 'request' I was attempting to see the process my technicians would use to complete the jobs... first, is there a way for all open requests to be seen by all technicians and allow them to "self assign" to the request... in other words, all technicians do all types of calls, so auto channeling network problems to technician
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