which directory should be copied for attachments?
Hello, can you please tell me what the default directory is currently for the file attachments? The reason for my asking is that we are doing mock Disaster Recovery drills and found that when we attach to our database server from our DR site, attachments are missing since they are stored on the applicaiton server. however, for on reason or another i seem to have file attachments that appear to be fresh in both of these folders: D:\ServiceDesk\fileAttachments\Request D:\ServiceDesk\bin\Attachments
Associating a technician with a domain
I need to be able to associate a technician with a domain when I create the technician manually. At the moment, it seems to only associate a domain if you do an AD import and then convert a requestor to a technician. Also, can someone explain to me the difference\benefits of using LDAP authentication rather than AD import and then passthru? Thanks, DS
PO unable to receive Items
I tried to receive items after it has been approved and I'm getting an error message saying "Unable to receive items". I'm using SDP 7503.
Mails suddenly not displayed anymore
Hi, I have a request for which I have had e-mail correspondence with several collegues. This correspondence used to be visible. Suddenly, the whole correspondence is gone. See attachment for screenprint. Please note that the http status message is part of the request, it's not an error message generated by ServiceDesk. Also, when I want to check what happened and consult the history tab, nothing shows. See attachment. Is this a known bug/issue? Is there a workaround available? This problem only
Disposing Assets
We have had a few workstations completely die and we have decided to dispose of them. I have noticed that when disposing the licenses that were used from the pc are no longer used. However I would like once the asset is changed to disposed for that all the software installed on that asset to be uninstalled in the audit history. Thanks,
Departments Problem
Hi, I am using the AD import currently and I finding some problems on 7500.0 When an AD user is imported on the requesters list the correct department is listed however if I open the requester up they have none set. If I set a deparment for an AD imported user so I can then allow them to view all the requests for a department it will be lost when all the user information is imported again from AD over night. I tried an upgrade to 7500.8 but I get the OU bug so for the moment upgrading is not
When a technician is away (temporarily)
If a request is OPEN and associated to a technician, and a reply comes in from the client, is there a way for a group of technicians to be emailed rather than just the associated technician? On occasions if somebody has been called out of the office or has been involved on a job for a long time, incoming replies to cases that they are working on can be missed. Is there a setting within SD+ that I haven't seen, or have any others found a workaround that covers this please? Thanks.
unable to add a request after installing build 7508
We hav the version 7.5, after installing the build 7508 from build 7504, the users can not add a request......can you help me please
Remote Control question in ServiceDesk Plus
Hi there, We are currently setting up ServiceDesk Plus for deployment to the whole organization. Before we do so, I have one question that I would like an answer to. Here goes: Is it possible to have the remote control function PROMPTING the user to allow the technician the remote control operation? Currently the technicians gets the user desktop without ANY kind of approvel/acceptance from the user, and not even an info box stating that a technician is connected. This poses a problem in our organization.
7500 upgrade
Dear all I was upgrading from build 7022 to 7500 servicedesk, when the installation stated it failed, it then did the uninstall of the product and now I can't start the old servicedesk at all! Thanks David
Workstation Scan Function - How does it Work?
We are suspicious of the workstation scan that is performed on a schedule through SD Plus because we have people reporting slow downs intermittently throughout the day. We've eliminated other variables as possibilities (SMS and McAfee) but continue to see unexplainable workstation slow downs. I have it set to scan for new workstations daily and full scan weekly. When it scans daily could it be affecting workstation speed? How is the scan performed?
Why can a SDsiteAdmin see all software?
Hi, When I logon as a SDsiteAdmin, I can see also "All Software"! Even if there are now assets from that Site scanned. I think, if you use the Multi Site model, All Software should be "not visable" for SDsiteAdminstrators but the software linked on that Site. Or am I wrong? Ferry Pranger The Netherlands
Requester - additional fields - upload
Hi, I added maximum (12 ) additional text fields to REQUESTER and then tried to upload data from a .csv file. Unfortunately, there are only first 6 that are uploaded, the other 6 remain empty. If I fill them manually record by record - it is saved. Is there any limit for the number of additional fields ? Thank you for your help, Hanna.
Alarm with new request
Hi I want when receive new request, in this application with alarm or buzzer i understand this action. whether this application can this action? please help me Regards
Administrator account no longer works
I seem to have overwritten the builtin administrator account when i imported AD the next time i went to log on it now logs me on as the domain administrator and not the builtin one, this wouldnt be a problem but i did not set any admin things up for the domain admin account. Is there a way to either remove the domain admin account so the builtin one is still there or maybe elivate the domain admin to the builtin one?
Assigning a Category
Hi, Can a category be assigned to a group created within SD+? We don't want to assign a category to a technician as that person may be away on holiday which could then impact on our SLAs. Regards Stef
Requester - upload of max additional fields from .csv
Hi, I added max ( 12) text fields to requester and tried to upload the data from a .csv file. Unfortunately, there are only first 6 which are uploaded, the other 6 remained empty. I tried then to upload only one 7th more, it is still empty. Is there any limit of additional fields ? Thank you for your help, Hanna.
Backup do not stop
Hi! My backup job do not stop if i have disable a sheduling! I recieved email: Critical : Error while invoking backup ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.FileNotFoundException: D:\AdventNet\ME\ServiceDesk\backup\backup_info.xml (The system cannot find the file specified) at java.io.FileInputStream.open(Native
ServiceDesk Plus API
Hi! Trying to use ServiceDesc API (h_ttp://machine_name:Port_Number/servlets/RequestServlet). My task is: Unknown users can add new requests through company website. Website was written on php. I have realized requests to ServiceDesc using CURL, but faced with problem: User account is created, but without Email, though I'm send it in "requesterEmail" field. In documentation (h_ttp://[SD_HOST]/SetUpWizard.do?forwardTo=api) this field is described as "Email Id of Requester". What is it mean? What is
Alarm for new request
Hi I want when receive new request in this application with alarm or buzzer i understand this action whether this application can handle this action? Please help me Regards
Difference Between Business Change and Change Management?
Difference Between Business Change and Change Management?
Purchse Order Form
Hi SD+ Team, can i change the layout of the order form? If it's possible, where an how? And another question: When i mail the order to our reseller he receive a html-embedded mail. The mail-windows gives me the option to mark the checkbox "pdf as attachement" - but there's no pdf-file. Greetings Albae
Windows to Linux
Hello One and all, I have installed Service desk plus on a windows server with MS SQL, just for a quick test, but during the test, i got carried with this product, that i inputted so many changes, and would like to know if it's possible to restore the data to a Linux environment, Linux Server with MySQL If this is possible, can some be kind enough go explain the process thanks in advance sidi
Report
How can I get a report with all asset on it including Asset Components?
How to find Deleted requests and the user deleted the same?
Hi, I see that certain requests which were added to Service Desk plus is not present at the moment. I suspect some user has deleted the request. How can I find out the deleted request and the user who deleted them? I have admin privileges. Thanks in advance, SreeJan
Asset Detecting Network Connection Speed
I am requesting that when scanning assets the network work speed is picked up. Like it would detect how fast the lan or wireless is connecting to the network at (10mb, 100mb, 1000mb, 54mb etc). That would be a nice way to find bottlenecks in the network. Especially when you have many hundred's of pc's and don't want to check them all by hand. Thank you.
Let me know the software better before buying it
Hi, since today 25.06.09 I have downloaded and installed locally the professional edition as trial version. As I could experienced til now I find the software very comprehensive and refined. Nevertheless, I´d like to know if there is the possibility to run the software hosted in a Webserver over the internet not locally. As I could notice too, there isn´t (at least I could not find it) the "Remote Desktop Sharing" resource as mentioned in the Comparing Editions link. Also there are some lacks in
Password logon for email request
Hello, when a user send an email to the servicedesk@domain.com how he can get or reset the password to log-on to the web ?? The system creates the request account as local account (not AD domain in the system) Regards.
From Windows to Linux
Hello One and all, here is how i got myself in this delimma... I was evaluating tons of help desk aplications, all under microsoft windows 2003 and microsoft SQL server because of the ease of install, for the quick test, my desire situation is Linux... Then i stumble upon servicedesk plus, so installed it under windows.. And i happly stayed more than 30 minutes testing (more then the other apps), and guess what. I got carried away with the application, and forgot i was testing..and went and setup
Approval Link
The other day I changed some verbiage in our "Notify for Approval" notification. Now the link to the approval screen is not working. The verbiage says "click here", with the word "here" being the hyperlink. For this hyperlink, I used $ApprovalLink. Apparently that isn't working. Please help me understand what coding I need to use in the properties of the hyperlink in order for the notification to include a proper hyperlink for my users to be abel to get to the approval screen. Thanks- Marc
Merge two products in Asset Management
We have "double ups" of a few products in our asset management area. The same product with different spelling. Is it possible to merge these together.
Requester acknowledgement question
I have our system set to automatically close a resolved request after 2 days. If a requester clicks the "close request" link it records their comments in the ticket history and changes the status to closed, but still shows as "Closed without requesters acknowledgement" in the ticket details. Is this a known issue, or am I missing something?
Approval Link
The other day I change some verbiage in our "Notifying for Approval" notification, subsequently the hyperlin for the approval link is no longer working. Oddly enough, I don't find anything in the list that indicates what coding is associated with the approval link. The verbiage includes "click here" with the word "here" being the hyperlink. I used $ApprovalLink in the properties of the hyperlink, but that is resulting in Tomcat errors. Please help me understand what coding I need to use in the
Custom report "All hardware by department"
Hello, I am trying to create a custom report with the following in it: - All hardware (not only workstations & laptops) including monitors, printers, routers, etc. - sorted by site & department As far as I can see we can only select a report with all Workstations in it. I know I can make a custom report but I am not a programmer so some help would be appriciated. My finance department asked me for a list of all hardware by site. How can I get a quick and clean list of all the hardware that
How to configure the HOME display
How can we configure the HOME view to not have the "Quick create - new request" at the left of the screen ?
RequestID
Can I modify the default requestID? I want it will be like this: mmddyyy-XXX where XXX - serial number during the day. Thanks in advance.
wrong time
Hi. When i post new request , my time is wrong. In the left hand corner i have the system time , it's accurate. but the create time is way wrong. Any help will be appreciated
Wrong CPU detected in Asset reports
Intel(R) Core(TM)2 Duo CPU P8600 @ 2.40GHz are being detected as Intel Pentium III Xeon processor in Lenovo Thinkpad T400's.
filter on request template
Hello, how can I apply a filter on request template to allow requester to use only some template? Thanks Maso
AD-Import
Since using Version 7.508 we can't import requesters from the AD. Having a Windows 2003 Domaincontroller (it was working before the update). Now- if we start the import manually it looks like it is working but there's no end in sight (for hours - until you cancel that operations). If we try to fetch the OUs from Active Directoy again, we get the message "Exception occured while enumerating Oraganizational Units". It doesn't change anything with a different user or domaincontroller. Thx for your help,
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