Cannot Start Service Desk
Hello, I load the Demo and installed it. When I click on the icon nothing happens. Does it work with XP Home?
add notes to a request opens a new request
After creating a request and then going to add notes, this creates a new request id - is that normal?
Attachement for knowledge base
Is possible attach file in knowledge base? We have so much documentation in .doc or .pdf format. I hope we can store it in KB. And is possible put HTML message in knowledge base. If yes, we can put external document for technician reference for some case.
Application problem and questions
I'm evaluating the product. I write from Italy. I have the problem "DCOM" to scan server and client. I have done the suggested steps but nothing. My test are based on a domain Ms W2k3 Sp1 native mode whit client Ms XpPro Sp2. With which customer the application carries out the scan? admin/admin or the logged user? Can be changed that user? Can be changed or modificated the user /technician admin/admin whit a domain user? Other problem is with AD user import. The requesters import from AD duplicates
Exchange Email without POP
We do not run Pop on our exchange server and the mail settings seem to fail. Any ideas?
Feature wish list
First up this looks like a cool product. I would like to see a few extra features for workstations. In general info a few extra fields would be excellent. Allow assets to have different classes, ie software / workstation / printer / server / network and allow contracts to hook in to each. Make it easy for us to look up say a printer and see that its still under contract or see that the warranty on server ABC is about to run out etc. Cost = So that a $ amount can be but next to it. Commission date
All the request in one
Sir, Is it possible that all the requester can see the request of all the requester? Example: if I am the requester isn't it that I can only view my own request. Is there a way that all the request of the requesters can view in one?
Add corporate logo to sign-on screen and user web portal
Is there any way to add our corporate logo to the sign-on screen and for that same logo (but smaller) appear somewhere on the web portal screen? We are a small community hospital and love this software and would like to purchase it and depoloy it within the enterprise, but we to "brand" it to the hospital if at all possible. Thanks!
Database for use with ServiceDesk
Hi I am currently evaluating ServiceDesk, and have installed the free version, which to be honest, will suit my needs. An comprehensive and well thought-out product. I see that MySQL is the database used. We have an MS SQL Server running here already. Can ServiceDesk use SQL Server instead of MySQL? Nigel Tidswell System Administrator, WA Napier City Council New Zealand
Attachments to requests
Hi there SDP Team! Is is possible to add attachements to requests? I've noticed that if a requestor emails a request to the helpdesk with an attachement to the email, this attachement gets added to Servicedesk and is accessible via the system. Is it possible to manually add an attachement to a request generated via the web page and not by email? Thanks Andrew
Purchase Order Control
We would like to be able to format and set a numeric or an alpha-numeric range for our Purchase Orders. As it now stands, when we enter a Purchase Order, our ServiceDesk Plus assigns a numerical value beginning with the number "1." We also, would like to be able to "void" and "edit" an entered PO and have to option to reuse or not, the Purchase Order Number. Currently we can "Print" or "Delete" a Purchase Order It would also be advantageous to have the Purchase Order Field added to the items in the
Service Desk Plus Queries
Dear Sir, We are evaluating Service Desk Plus 4.1, 30 days trial version. The software seems to be interesting and we are seriously exploring it. I have a few queries regarding the same. We have to implement it in 100+ locations. We need complete integration with Windows 2k User ID creation, modification and deletion process. Each user's unique employee ID and location should be automatically imported from AD to ServiceDesk Plus database. It must contain employee ID, Windows login username and password,
outgoing SMTP conversation is causing failure.
the outgoing smtp mail pre-amble does NOT seem to include the full host name in the helo - i noticed this as i have recently had to update my spam protection and now require full compliency with some RFC's to try and reduce spam. your smtp implimentation only puts the host name in the helo command.. i think the RFC states that your HELO should post a fully-qualified hostname; ie (from my postfix log) RCPT from smtp.drone.com[132.219.59.188]: 504 <mailserver>: Helo command rejected: need fully-qualified
Add "all Request" to Request filter
how can we add "all Request" to the request filter? the requester's filter showing contains only My Open Requests, My Request On Hold, My Closed Requests, All My Request. We want to Add the "all Request" so that the requester can see all the Request of every requester so that they will know where/what the technician is doing. thanks!! erwin
Integration of requester with other systems
This is turning into a killer product guys (and girls?) keep up the good work. However, as stated before it needs single sign on (AD integration). However, what I would also like to see is the ability for it to synchronise with my other practice management systems and therefore have system that synchronises client information with other SQL databases. Client code = requester code? Cheers Damien
Software change tracking
It would be really good to be able to create a report say once a month which shows what software had been installed on what machines and what software has been un-installed.
Unlicensed Installations
I just need some clarity on the unlicensed installations. I have an application that I would like to know the workstations with this installed. It seems to be the default count for Unlicensed installations are 25. I have several applications that I would like to see all the workstations with this software but it only shows 25 workstations with the software. But, it shows more than 25 as the install count. I would like a way to run a report with all the workstations that have the software installed
Requests main screen - Request ID
Is it possible to have the main requests screen show the ID #? All of the emails refer to the ID#, yet you log into the helpdesk and can't identify which one it's talking about.
Cannot remove admin
What is the reason behind admin being a non deletable account? I will be the primary technician for my organisation so I only need one technician account but as admin cannot be deleted I cannot assign myself with logon rights. I take it that this is now by design but is there anyway to remove the admin account or enable another account to be the technician other than by a second technicians licence?
Enter old request
I had record a lot of request by using Excel manually in pass 2 years. Can i input those record into servicedesk? If yes, how can I do? Since if I input now and the date time is today and cannot change to responding date time. Thanks.
login
I CANT LOGIN!"! HOW DO I LOGIN TO THE CLIENT ITSELF
Service Desk 4.1.0 - User Survey NAT address
I like the new user survey feature but I don't know if I can use it. The server running the Helpdesk software is using a NAT address. When a survey is sent to a user it includes a link referencing 'http://<server IP>:<port>' . The IP is the internal address which can not be linked to from the public side of the router. Is there a way to modify auto generated email that is sent to users to reflect a differnt URL? ****** Example *************************** Please help us to improve our service by participating
error viewing workstation details
hi there, i've installed the SDP and it seems running smoothly...then after a few days, i got problems in viewing several workstation details thru inventory which is working fine before.. the error: "server encountered an internal error () that prevented it from fulfilling this request." i've attached the full error report. please respond..thanks in advance..
Use with ISA Server
This is probably a dumb question but if ServiceDesk Plus uses port 8080 would this cause a conflict on a server using ISA which uses port 8080 already for proxy? The error I'm getting it this: HTTP 407 Proxy Authentication Required - The ISA Server requires authorization to fulfill the request. Access to the Web Proxy service is denied. (12209) Internet Security and Acceleration Server I don't have any problems getting to any other site other than this and port 8080 is used by proxy to enable clients
Add vendor to workstation
Hi, I think we should add vendor to workstation to know where we buy, so that we can call them when got problem. And we add location to workstation to know where it is. Thanks, Triet
Internet Help
I have this set up on a Windows XP Professional Machine, port 80 (default web server port) and i have all the routers and settings fowarded to the ip address, but nothing works, can help me?
Deleting Requesters
I imported two different CSV files that had names in upper case and lower case in the other file. I thought the names would get overwritten in the second file if they were already added. But, I guess it could not distigish between the cases. I just want to mass delete all the requesters. Then I can add them back in with one CSV file. Instead of having duplicates.
Service desk 4.1
I am evaluating products for network management (software / hardware audits) and your product seems like it would fit my solution. Is there a lower price than for 2 technicians as I would only need it for one?
Inventory versus assets
Maybe I am missing something, but wouldn't what I have inventoried be considered assets as well? Maybe the ServiceDesk Plus isn't geared towards that but, it would be nice to be able attach $$$ and purchase dates to the inventoried items. If this is already possible and I am just missing it, please enlighten me. TIA Stephen
Need to be able to enter old purchase orders, and assets
Currently you can only enter purchase dates that are present and future. I have had an IT department before I started using your software. I am unable to enter in say, my PO's since Jan 1st. Please advise, and can you include this in your next release.
Translation
how I can translate ServiceDesk Plus in Dutch
Managing Requesters Listing
Hi, As I imported the requesters list from my adctive directory, there were several group accounts and redundant accounts that got created in Service Desk. When going through the list to remove unwanted requesters, I noticed that everytime I deleted an account, Service Desk returns me back to the first page of the requesters list. How frustrating when I am already on the "P" list, and after deleting a requester, I am sent back to the beggining of the page. Even if I select the page to show 50 or
Managing Requesters Listing
Hi, As I imported the requesters list from my adctive directory, there were several group accounts and redundant accounts that got created in Service Desk. When going through the list to remove unwanted requesters, I noticed that everytime I deleted an account, Service Desk returns me back to the first page of the requesters list. How frustrating when I am already on the "P" list, and after deleting a requester, I am sent back to the beggining of the page. Even if I select the page to show 50 or
Several questions
Hello, I have some questions, I will greatly appreciate if you can provide me some answers : 1) It is said in the documentation that if you select a user who has a single assigned computer, the dedicated field should be automaticaly populated in the request form. It doesn't work ? 2) We already have an old tool to manage help desk and we do not wish to loose these data. Is it possible to import calls as long as we provide the right infornation (like using a CVS file) ? 3) Is it easy to translate
ServiceDesk Asset Man. Integration with OpsManager
Hi, Is it possible to link the server/desktops discovered by OpsManager to the server/desktop in the asset management database? The idea is that we can quickly link machines with problems with their hardware/software profile. Is this possible?
Can I do a search using the ticket id
Can I do a seacrh using the ticket id. As in an Enterprise Setup, once we have more than 200 tickets, it will be very difficult to search using the Keyword?? Pls reply ASAP
Inventory Reporting with Values? / Patch availability
Hi, Is there any way to produce a report with inventory assets with the associated value? and asset category total? Ideally I would like to get a report of total number of assets in each category and the overall acquistion cost for the category plus a grand total. Also, is there any plans to be able to customise or generate our own queries for reporting (like a custom report writer) or the ability to transfer data out of the system for analysis in other packages? Re. Service Desk 4.1 - is the upgrade
Contact number in Request and Display resolution.
The new feature to import requesters is great and worked like a charm. But, when you add a requester to a new request the contact number does not show with in the contact info text box. But, when you save the request the contact info number is present. Is there any way to have the number shown before you save the request. Also, we still have a lot of workstations with the resolution of 800 x 600. You have to scroll back and forth after each save or tab change, is there anyway to have the webpage
opManager Update
I was told by someone in tech support a few weeks back that there was supposed to be an update for opManager coming out this week. Is that still true?
notification email with URL
Hi all, Is it possible to have the notification emails that are sent out include the url to the Request? ie. in the email have a url simliar to the following http://brishelpd01:8080/WorkOrder.do?woMode=viewWO&woID=5 to allow the technician to go straight there? This would be useful in saving time for the tech's to get to the job, otherwise you have to log into the system, then find the job based on the details in the email. Ideas?
Next Page