Requester can access data Admin Module with read access
Hi, I am testing this software and using free edition 4.1. One user with Requester ID logged in and click on update details Can get to Setup Wizard Screen. Then this requester is able to view all the data in the system. -Sri
servicedesk on windows vs linux
I have noticed some discrepancies with your other products maybe working better on windows vs linux. Is there perhaps a guideline or best practice on what OS to run opmanager and servicedesk? I noticed for example, for the windows scan to take place in service desk, it needs wmi - how does one scan from a linux servicedesk system for windows domain then?
domain discovery question
Is it possible to add machines from the domain, without having to do a full discovery? Reason I ask is that we manage about 1/3 of our global domain and I only want to have those machines in the inventory that I manage. Also it would be helpful if we could just list all the machines then just tick the one's we want to add.
stop a discovery?
Is it possible to stop a domain or network discovery?
Device scanning
hello.. im having trouble in detecting devices thru domain and network scanning. not all devices which present in my current network successfully detected. another thing, only 1 workstation which is the pc where i install this servicedesk got all details about the models, hardware n etc. is this normal? or do i have to key in the details manually..pls help tq.
Asset /PO pricing wrong????
I have noticed (as a new comer to the software) that when I do a PO with multiple quantities of an item. I put the single cost price in as it is the first option then my quantities. Well the price is then registered as the list price divided by the quantity when I go to receive and then catalog the asset. It should be list price mulitplied by the quantity. Example: I create a PO for some HDD's. I list the price as $100 and I order 2 of them. My PO reflects that I have 2 at $100 each. The PO comes
notifications for update/close of ticket?
I have the notification working for the requestor and the admin. However I don't see the requestor getting any email updates when the ticket is either updated and/or closed. It would be great if as a tech I'd update the ticket and an email would be shot out to the requestor with the update. Also more importantly after the resolution is entered and when the ticket is closed. Please let me know if this can be done now or in the near future. Thanks, Chris
A few things
I have had a quick look at this so I hope I havne't missed anything, was looking at buying OpManager so thought this would be natural to use as well, we currently use Cerberus, http://www.cerberusweb.com and there are a few features of this that I would need to see in ServiceDesk. 1) Time tracking, already mentioned this one, but it is essential to able to enter time spent. 2) Multiple queues, as I see it at the moment to you have to run muliple copies to service multiple queues ? We currently run
Questions
I have several questions: (1) I am not very clear on the installation process. Does the service desk client have to be on technician workstations for the technicians to use it? Or do the technicians have to log on to the Windows 2000 Server where the Service Desk Web Server will be installed? In other words is their only one client installation. Let us say for example that I may decide to take the one with 2 technicians for $495.00. Can you please elaborate? (2) Can you please explain when all workstations
PO Approval
Hi. I'm evaluating your product because it provides most of functions we require. I've got a question regarding the purchase orders. In the admin guide I can see an Approval step in the workflow but I can't seem to find an Approval function in the actual application. This would be very useful for us as in my organization any purchase needs a manager approval. Thanks a lot
ServiceDesk Plus 4.1 released
We are happy to announce the release of ServiceDesk Plus 4.1 version. Salient features in ServiceDesk Plus 4.1 � Active Directory Integration � Importing Requesters from a CSV file � Data Back Up and Recovery options � Support to import assets from a CSV file � Customer Satisfaction / User Survey � Support to stop timer on requests � Performance tuning � Support for requesters to add Notes over requests � Support for technicians to add public or private Notes over requests � Sending notifications
Reports
How can I customize the reporting feature. The fields do not lione up and it is not very informative.
Delete a PO error
FAILURE : Purchase Order is being used by a module. Hence cannot delete it. Can you help me on this?
Can I install this cool product on a shared hosting plan?
Hello, Just came across this site and I am blown away with everything I see. I am VERY interested in the Service Desk package. But I guess I have a great dumb question. I currently use a webhosting company called www.ixwebhosting.com and I know that I get a bunch of MySql databases with it, but I am not sure if I can install it there. It is a shared hosted package. Could I install this package for my customer to use with the configuration I have? Thanks WBPC
Wheres the time tracking ?
I had a look around the demo and was very surpised to find no time tracking what so ever ? Guys, take a look at the interafce on http:///www.cerberusweb.com to see how it's done. I really like OpManager and was hoping to find an equally good Helpdesk here but will stick with Cerberus, hti sproduct still has a bit of a ways to go, until I can see who spent how much time on what, it is useless, this is a fundemental of any Helpdesk system. Also, if this was just announced, how come it is version 4
Date Sent on emails sent by the ServiceDesk
Hi, I would like to know if there is any way for the ServiceDesk software to put a sending time/date into the email headers. As they come in now with my email being sorted by date they are appearing at the bottom of the list of email as they have no sent date in the headers. thanks for any response Glen
Trying to change monitoring email
error: Please create a separate mail account and alias the mailid to this account. ServiceDesk deletes the email from the account after fetching. I can't seem to be able to get it to change, the mailbox exists and I have the right credentials. It is saying mail settings saved successfully, but resetting to the previous account. Any Ideas?
windows or linux version?
hi, which version do you suggest to run? i'm currently playing around with the win version - but even on actual hardware it is slow... is the linux one faster? thanks, seb
email notification
I can get notification to work if I use a local MTA, but cannot get it to work with my ISPs mail server, it just says notification failed. any ideas? Leec
Add note option is not available
"add notes" option is unavailable when technician has replied to my ticket. The current ticket status is "open". how do I enable this feature. Please help!!1
ServiceDesk stops
I have had an installation running for a couple of weeks now, but recently it has stopped without any apparant reason, I cannot see any logs which could identify this clearly, I am running on Linux Suse9. How do I isolate this issue? LeeC
Specifying a Company instead of Department
Hi, Currently ServiceDesk has a "department" field for requesters - so in some respects ServiceDesk assumes you are a single large company. I'm an IT services company, so I have no departments, but my requesters are external clients who belong to different external companies. I want to specify the company that the requester belongs to in the setup of the requester and when I associate workstations (which are in company domains that I access via VPNs). So that I am future-proofing myself for any future
Creating requesters
I create requesters according to the manual, but Im not able to login using these requesters. I get "Invalid username and/or password. " The only user I am able to login is admin/admin. Do I need to do something on the server? thanks, Volnei
Question Free eval edition
Am trying to add another device and get message that limit of 10 is reached - OK. How do I replace a device with another?
Domain Scan
Hi, I've been able to conduct a domain scan to test the capability, 3 workstations appeared, 8 workstations were recorded in the error log as "no response received" probably because they are turned off for the weekend. If I start a a new scan of the domain when everyone is back in the office, will ServiceDesk add only the new workstations or wil be create duplicate entries? Thanks, G.
automation and alerts
Hi I know that an email will be sent on the creation of a request to the requester, can there be a default email or sms to alert the admin of a new ticket? or multiple admins? Leec
Scanning problem in non english OS
I encountered problems scanning the domain. Reading in the forum I found the answer why. Now, when will you fix the problem? Do you have a schedule for your next release? I would be very interested in your product. regards
Inventory
I am more interested in the inventory part of this system. When my network is inventoried I would start using the help desk. I would like to know what is the best way to add my workstations to my inventory with details. I have scanned my network and I can see only the computers' IPs. The first station I am using to test does not show much information and gives me the following message: " Either access denied for the user or the remote DCOM option might be disabled in the workstation. " DCOM is running
Manual
Is there a manual in pdf format for ServiceDesk Plus? I would like to go through the configuration without having to be in front of the computer scrolling pages for hours. THanks, Volnei
Requesters being able to self-register!
Hi, I;m sure this has been raised before but it would be great for requesters to be able to sefl-register instead of their accounts having to be setup be the Admins. Thanks, Pauly.
Need help with scanning - Need help setting up WMI and DCOM
What exactly does: 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. Mean in Windows XP client environment? How is this done? Need this info asap, as I'm trying to demo evaluation of software to my client.
Deleting Purchase Orders and Pricing Error/ Moving Database
Great Product. I am playing around with my newly purchased version, and I mistakenly put in a PO that had the wrong price. Once you save it you can't delete this. How can I accomplish this? Next, can I move the database to a different machine (with the software) once I have it configured the way I want it?
automatically open tickets from opmanager
hello, is there a document or set of instructions that I can use to test for issues/alarms in opmanager to be able to send an email/sms alert as well as to be able to open a ticket automatically from servicedesk? also, is there an email address that I can use to be able to send to, to again be able to automatically open ticket requests in servicedesk? thanks naynesh
Error scanning domain
Hello, I am trying the eval version to scan our domain and I get the following error: FAILURE : No response received from workstation. Probably the workstation might be switched off or does not exist. When I check the log file it says: [11:35:31:856]|[03-18-2005]|[com.adventnet.servicedesk.asset.discovery.IpUtil]|[INFO]|[27]|: Command String formed is ping -n 3 -w 3000 xxxxxxxx | [11:35:34:105]|[03-18-2005]|[com.adventnet.servicedesk.asset.discovery.NodeDiscovery]|[INFO]|[27]|: Node : xxxxxxxx is
SMS/Email Notification
Hi In the notification rules, I had ticked both email and SMS notification of the technician when request is assigned. Only the email came through however. I then unticked the email notification, and the SMS then came through. Does Servicedesk send either an email or SMS, or should both be coming through? Thanks in advance Nigel
Requests by email
I can't find any information on the proper way to create an email for automatic request submission. I need to know how to specify the technician, and the due date, and priority and such. Thank you.
Problem with russian font
Russian letters are displayed digital code Help please!!!
Blank password
How to enter only login detail of a machine which has a blank password ? both opmanger and SD dont allow admin to enter blank password for domain or workgroup machine for inventory scanning!
Scanning machine in workgroup!!
SD is not able to automatically scan all the machine in a workgroup but it scan all the machines available when i do a Network scan . Why is this happening and what should i do to scan only workgroup machines?
Request Status
We have a helpdesk in place with a open, complete and closed status. Our helpdesk makes contact with our customers before closing a ticket. The ticket will be closed after confirmation from the customer. I have a work around in place by placing a note in the request ticket. This tells the helpdesk the ticket has been completed. We would like to add additional status levels to the request and have the function of the notes, is this possible with the current version.
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