Allocating Licence Duplicating
I'm currently going thru this software and assigning my software licence to specific machines but I have a problem which I hoope someone can help me with. I'm looking at the scanned software page and I notice Adobe Acrobat Professional 7. I click on this to see who has this installed and it displayes the 2 workstations that have it installed. I've made the software type Managed and I have 2 licences for it. So to allocate the licences to each machine I click on the tick box at the top of the Unlicenced
Blank Workstation Names with inventory
Hi, When there is a Domain Scan, there is always about 10-15 Blank workstations that will appears as new at everyscan. There Blank name are Servers and Workstations. I need to manually delete them at every scan. All other systems are OK. Is there a fix for this? You can see what I mean in the Attached document. Thanks Daniel
SLA escalation is not working
I installed SD 4.1 and have a build No:4107. I assigned a SLA with resolution time of 4min and set the Escalation Level1 to 2min. And i logged in as requester and cretaed a new request with that priority normal for what i had set the SLA. But after the time i checked but its not modified any time or technician to which i have assigned in SLA. Is their any problem in my configuration. Can i set the time like this 4min & 2min. Will it take that much less time or i should give only in hours. And i downloaded
Requester Reply to Notification opens new ticket?
Love your product, but during testing, I noticed if a requester replies to a notification, it opens a new ticket. Is there a setting I am missing or any way to avoid this besides requester training? Thanks!
Changing email messaging defaults
Is there a way to change the default email/sms message? I am constantly manually modifying the message text when sending out to my techs. Is there a way to customize this so that the standard settings and information I want to send always comes up?
Reformat emails ?
I know you can change the "fields" included in an email but can you change the formating ? for example ... Request ID : 1 Date Created : 22-Sep-2005 07:36 DueBy Time : 06-Oct-2005 07:36 Title : huhu Status : Open Priority : Low Mode : Web Form Level : Tier 1 Category : Other Requester : Dermot Ashby Workstation : P3282-DASHBY This is nearly impossible to read as the tabs are off ..
Additional features Requested
In the Inventory and Requesters pages, would it be possible to default back to the previous view that was selected (Show X Per Page and page number) before saving changes to a particular record? On all pages could you enable sorting by column headers? It would be especially helpful in the Requester List section. In the Edit Requester page it would be nice to see an alpha-numeric sort of Department names instead of what seems to be a random sort. Currently it is difficult to pick out the department
How to change the port number
does anyone know how to change the port number? i have active data in the database now, but need to change the port number cheers
dcom not loaded/enabled on WIN2K PRO workstation
Tech Support says the workstations/servers I am attempting to network scan need to have WMI, RPC, and DCOM enabled on the device. When I look at Services, dcom is NOT even a selection for the WIN2K Pro workstations, let alone disabled. I don't see dcom at all! How can I load dcom, or enable it in the registry. I don't see it as a choice in Add/Remove Programs. Or is there some other factor in the security of the device that stops dcom from loading? Or some heavy handed service pack? Thanks for the
Active Directory Import
Is it possible to restrict the active directory import to a specific ou?
How to move service desk to another machine
hi there :) i have been using servicedesk plus for 2 weeks and have inputted a fair amount of data, i need to move it to another machine, anyone know an easy way of doing this? many thanks
Attachments in request and solutions
Hi! I have two problems with attachments: 1. After adding a new request, there seems to be no way to add an attachment to it by editing it. 2. Solutions don't have the possibility to have attachments. This is a most wanted feature. Quite often the solution is based on a registry fix or some other external file that you would want to supply the user with. Regards Andreas Lydersen Metro I C as
Sort feature for Request page.
A great feature would be to add a column sort in the requests section. Simply click on the Column header and the screen refreshes with the requests sorted in ascending order on the column you choose. Click again and the page refreshes in desending order. Similar to the way outlook works.
Notification to Role Types
We have three basic types of ServiceDesk users; End Users (Requesters), Technicians (Custom Role called SDTech) and Facilitator (SDAdmin). Our facilitator is in charge of keeping the requests current and coordinating tasks. What we would like to have is a way that our facilitator can be notified when a request is closed. Keep in mind the facilitator is NOT the requester. In fact we rarely send closure notifications out to our requesters. Is there a method of doing this already? If not, can a feature
Active Directory Authentication
Is it possible to connect the active directory authentication to the whole domain or even more than one server? We have three servers all with different users on and we want them all to login using their active directory username. Is there a way to do this?? Andrew Butler Culford School
Domain Scanning Problems
When running a domain scan with SD+ it works ok for most of our users, but a few it just doesn't. If I try and scan it manually it comes up: FAILURE : User does not have the access privilages to perform this operation. We are using the main Admin user name and password so this can't be true. Also if I were to run the whole domain scan again, it wont add the existing computers again will it? So that there are duplicates? Thanks in advance Dunk
SQL 2000
Any plans on being able to use SQL 2000 instead of mysql server?
Routine jobs
Hi! I wonder if there is any option to make a routine check. Something like this. Like a options: YES NO Made by Date Is the backup from yesterday allright x Dimman 050920 When you arrive in the morning and you are first in line, and you are going through the system, it's good if you have these routines, and make sure that all the tech are doing the same thing, and to check if something is missing or forgotten. Best Regards Daniel
"Assigned Technician" field
Hi, great product, but just a quick query: Is it possible to add the "Assigned Technician" field to the auto-generated email so the user knows which technician is assigned to the call by email (I know they can see it when logged in but wanted them to be able to see it via the emails too)? I can see that under Notification Rules ---> Requests: Email Template there are options to add certain fields to the email but cannot see one for "Assigned Technician". The problem is that if a user logs a call
Annoying issue
I have been updating e-mail account information for our users and we have more than 1500 users. everytime i update a record the view only shows 10 records where as it should retain the previous setting of 200 records. Will this be fixed in any of your future releases. Secondly when will customizable reporting be part of SD+ Thanks Usman
Automation of Asset Scanning
Nevermind.
Auto-assigning tickets to techs based on department
First of all, and as always, thanks to Adventnet for ServiceDesk Plus. I know that it is possible to assign a tech to a category, but is there a way to assign a specific tech to a department. I actually have a need to assign techs to a specific location, but with the way I have departments labeled, departments will work. If this function is not already there, I have to put a vote in for it. I can see many uses in being able to assign techs to departments and locations, not to mention my own. Thanks.
View all request
Is it possible that the requester can see all the request of all of the requesters. Example: requester John and requester mark can see each other request
Problems with POP3 after SP8 upgrade
Since upgrading to SP8, everything worked fine, but it's stopped grabbing the emails from the POP3 account. I've checked and the emails ARE there, it doesn't give any error messages when I save the account settings and stop/start the fetching process. I've already restarted the whole thing, so far no luck.
Customized Trouble Ticket auto-generate
I was wondering whether instead of the request ID being created automatically everytime we post a request, can we like set some kind of variable so that it can generate a custom trouble ticket format, i.e TT0001/2005, TT0002/2005, ... Also, can the Trouble Ticket (Request ID) number be shown on the Main Request page also? Thanks.. Great product btw.
Attach asset to other asset.
Hi all, is it possible to attach an asset to another asset? Like for a network switch, attach the boards that are in the switch? Or for a server, attach the special pci cards that are part of it? I know I can create workstations but I would prefer have assets. Thanks
Feature Request self-service inventory updates.
Hello I have been working with Service Desk Plus for several weeks now. This is a fantastic product! As with most IT professionals my time is extremely limited. One thing I have been doing to reduce my workload is building self service web tools / scripts for my users to take over some of the more tedious functions of my job. The domain scan functionality in SDP is great for capturing inventory when getting started however maintaining that data it is a challenge to capture remote users and local
Help desk solutions are too limited.
The service desk help desk solutions is pretty limited. Instead of just plain text how about giving us the option to use html or attaching a document the end user to open for help, ie: pdf, word document, html document, etc. Some end users need the ability to see an example of how to fix a problem in a graphic format. How about giving us a WYSIWYG edit function with adding images? thanks, Quibbly
Email the Technician
After upgrading to SP8 I have noticed that when I use the link Email the Technician from the ticket it is not recording a conversation for it. Is this something new? I would like for it to record this in the onversations. Steve
Notify tech when ticket updated
Can someone tell us when the ability to notify the tech when the ticket is updated will be implemented? This is a crucial feature for us.
Survey Link taking user to ServiceDesk Home Page
I am testing the ServiceDesk Survey Option. I received the email with the Survey link but when I click on it I log in and get the home page for the ServiceDesk. What am I doing wrong? Thank You, Steve Version 4.1.0 build 4107
Reports based on requestors
I am assessing ServiceDesk at the moment. One thing I cannot work out is how to create reports based on requestors. In this report I would need all requests for a time period for a certain requestor with the duration of the request included. How can I achieve this?
Importing from Users from AD
When I try to import users, it sees them all, (111) but it fails, any ideas? I've tried about 5 times, and it has worked in the past. JP
Outgoing mail
There is no problem for me to configure incomming mail, but when I tried to E-mail the requester, it fails.I got Sending notification failed. I read that the i must turn off authentication in the mailserver, is full of risks to do this. I read in the forum that" You can configure your mail server to disable authentication for the mails sent from SD+ server." Where I can specify this, we are running exchange 2003? Best Regards Daniel
New Feature Release
We have started to evalute your product for possible purchase. Is the new release we are reading about still on track for EOF September? Some of the features listed are answers to questions that we are having. I.E - email customization. Will there be a upgrade path from the current build we downloaded 4108? A firm date on this would help solidfy our decision.
Installing to a web server
does anyone know how i can do the following: i have a subdomain of 123.mycompany.co.uk and lots of freespace on my isp's webserver, i would like to run servicedesk from there as i am out and about a lot :) ta muchly
BUG: Can't take off hold status
We have discovered a bug in 4108: We use the hold status to designate tickets where we have provided info to the client, but are awaiting their response, etc. What we have noticed is that we are unable to take tickets off of hold! We are still testing the consistency of this, but we have plenty that are showing 'on-hold', even though the history shows it being taken off hold. We would obviously like to see this fixed ASAP. We would also like to see some way to place a ticket on hold automatically
Is the next release on shedule
Chomping at the bit here to see the next release and get rid of our current system. Is everything running to schedule ? Damian
Additional Request Fields _ can they be made mandatory?
I have my ServiceDesk Plus system set up so that only supervisors can submit requests via the web interface. In order to make this work, I have set up Additional Request Details fields for name of user needing assistance, office, phone, and system ID. Unfortunately my supervisors habitually leave out this information. Is there a way to make the Additional Request Details MANDATORY fields that must be filled out for all web-based service requests? Also, is there a way to include this information in
Requester Groups/Filters
ServiceDesk Team, I may have posted this somewhere else but the ability to assign certain requesters (or multiple requesters) to Groups and filter all requests by requesters and/or Groups is incredibly important to myself and would make your software so much more powerful for users with multiple pages of requests. It would make it easier to assign technicians to the Group to which they are most suited and cleanly show what the requests still open for a given location/users. Right now we may need
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