Inline HTML and scheduling reports
Hi, I'm trying to schedule a report and since HTML & PDFs aren't arriving as attachments (it used to work so I'm guessing something changed on our end and I'm checking with our Admins), I'd like to schedule to have sent as "Inline HTML" but that isn't an option in the pulldown. I only have HTML, XML, CSV, and PDF. Is "inline" an option in v7? Thanks!
Problem with hotfix 7020
Hello, I have upgraded to hotfix 7020 and access to ServiceDesk Plus presents a blank page. This occurs on XP and VISTA systems both using IE7. The application was operating prior to upgrade with SSO/AD Passthrough enabled and with 'Send LM & NTLM - use NTLMv2 session security if negotiated' configured. Apart from disabling SSO using the SQL Query on the SQL server itself, are there any other users experiencing the same problem following the upgrade to Hotfix 7020 and if so, any suggestions to resolve?
Problem with hotfix 7020
Hi, anyone knows how can i upgrade the ServiceDesk plus version 7.00 build 7015 to build 7020? When we try to run UPDATEMANAGER and select the hotfix a error appear: "LASTEST BUILD, HENCE PATCH NEED NOT BE APPLIED" But our version is 7015 Brazilian Portuguese. Thanks.
Service Desk Plus and CheckPoint SecureClient
Hi, I need a help! We have installed on our Laptop the CheckPoint VPN SecurClient and we can not scan (make inventory) im ServiceDesk Plus. When I am going under Properties from LAN Connection an disable the ScureClient Service, than it works. Today in Germany in a AdventNet Workshop, I heard, that we must add the IP Address from ServiceDesk Plus Server to on CheckPoint "Friend-List". What does it mean? do you have manual? For your help, thank you very much. best regards Dzezmi Tairi
access denied for the user or the remote DCOM disabled
Hi, When doing a windows domain asset scan i get the error: Either access denied for the user or the remote DCOM option might be disabled in the workstation. This only happens for some workstations/laptops, so initially i thought it was a Win XP SP2 firewall issue. Disabling the firewall had no effect on the problem though. I followed the 6 step guide for that exact error in the servicedesk+ documentation, and all settings seems to be fine. I can ping the hostname of the latop i'm currently testing
notify a technician for changes in a request
Is there any way a technician can be notified when a requester or any user has replied to a request taht has been assigned to him?? sometimes, the technician sents email from the helpdesk asking for more information about the request and probably some user or his manager would reply to the mail but the technician is not aware of it until he opens up the request and checks in conversation. Is there a way we can alert the technician that a conversation has been appended to the request?? thanks
Tracking WorkOrderIDs
We are currently implementing a solution that would automatically open tickets in Service Desk Plus. The solution seems to work ok, tickets get opened and assigned correctly. We increment the WorkOrderID based on the values that exist. The problem is when trying to enter a ticket manually after one is created by our solution. The ID the system tries to generate for the ticket is not correct, it pulls the previous ID created by the system, not the actual next ID in the table. Is there a way to tell
Only assigned technician & full admin can edit request
I would like to see a feature where it is not possible for other technicians to assign a incident to themselves once it has already been assigned to a technician. This will prevent situations where two technicians both try to pick up an incident at the same time.
Change Approver to be able to view attachments
CAB Members, while receiving a request for approval/recommendation via email should be able to view the attachments embedded on the links given (Change Details). They need not to login to SD+ to view the details.
Disposed Assets - A Few Problems
Hi I am using SD v7.0.0 with hotfix 7020 and have found a few issues. 1) When scanning domain machines it is trying to scan machines that have been disposed of which makes checking the failure log a bit monotonous 2) When i look at software licenses in use/installed there are machines in the list that have been disposed of. This is a major problem and now i have concerns as to the reliability of the software licensing capabilities of servicedesk. Can this be looked into with a matter of urgency as
scan for prohibited software and send a email for noticing?
hi i have set the notice rules in the asset. "Notify Technicians when Prohibited Software are identified during Domain/Network Scan. " But when i scan a computer and there is a prohibited software in the computer.But there is not a notice mail. pls help.
Business Rules for Authorisation
Is it possible when a new request arrives that meets certain critera, using business rules to send it automatically to someone for authorisation... thanks
Removing/Adding asset/business service Relationships Issues
Dear, At the moment we have two very critical issues for my company. 1) I can't remove Asset/Business after it was created. When I try to remove it I get next message "Choose service to connect" or "Please choose assets to be attached with the workstation" 2) How to create next scheme of relationships (the JPEG is attached)? The issue is next, after that I connected (r3) the SERVER 3 to SERVER 2 I want to add another one relationship (r4) using "Connection relationship" window between SERVER 4 and
Current view uncghangeable
Hi all, We were working with Servidesk Plus 7.012, and we tried to upgrade it to 7.020. It failed during upgrade and during the rollback, so it didn't work anymore. We've reinstalled the application (we have de Database on a separated SQL Server), but now we have problems with the default view. We can't add /delete columns, we can't order by technician because everytime the view is reloaded, the order is the "Creation Date"........we can't even delete incidences!!! Any idea?? Please, don't suggest
Administrator password
We are currently trying this product and as you may know trial version of Service Desk Plus has default admin password. Is it possible to change it? We need to change because requesters also see the admin account details over self service portal. Thanks.
Flagging a ticket for a VIP
We have just started evaluating ServiceDesk Plus and would like to know if there is a way to automatically flag a ticket as a VIP. Our old software (HP OVSD) would automatically place a flashing banner at the top of the ticket if it was submitted by a pre-defined list of VIP's. We have been looking for a way to do this, or even a comparable workaround, but so far have not found it. If anyone knows or can point me in the right direction, I'd appreciate it. Thanks in advance!
mail notification using exchange servers
how do I set this up, I see the option for smtp, but I am running exchange
SDP 7.5 Beta is very buggy
I hoped I am not the first one to test out SDP 7.5 Beta. I was evaluating SDP 7.0 and decided to try out 7.5 Beta since it has so many new features. I installed 7.5 and accidentally remove 7.0. Anyway, it doesn't matter since I am trying out 7.5. Once I logged in to SDP, I changed my Administrator password for easy login. I tried to save it but the Save button had no response. I cancelled it and it work. Next, I tried out the new Drag and Drop feature in the Request Customizer. I dragged out 1 box
request approval?
Ok, we are new to ServiceDesk, What is the request approval used for? I thought it would be for a tech to put in a solution, request the approval for the closure, but if they accept the request, it doesn't close it. So, what's the point, or am I not looking at it correctly? We are still in the process of getting it all setup, and working out workflows, etc. before rolling it out to staff...
Cannot Enable Active Directory Authentication
Get the following error: FAILURE :Exception occured while enabling Active Directory authentication. Please report the problem to the system administrator, with the Error Code - 1,222,085,253,461. ServiceDesk Plus running on Linux. Have check the settings for the AD.
Cannot Enable Active Directory Authentication
Get the following error: FAILURE :Exception occured while enabling Active Directory authentication. Please report the problem to the system administrator, with the Error Code - 1,222,085,253,461. ServiceDesk Plus running on Linux. Have check the settings for the AD.
A problem with forum
Hello I'm newbie here and can't find a search on the forum Could please someone point me to it. Thanks, Drew
Number of workstation having REAL trouble with scan
Under Servicedesk build 7020. Are there anyway to tell how many 'in use' workstation failed with scan ?
Workstation scan - Installed Printers
Hi Can you tell me if Servicedeskplus build 7018 is capable of what printers are installed on workstations? This is usefull information when dealing with printer support issues with users but there does not seem to be a section on printers on workstation details. When running workstation summary reports\hardware summary report you get the option of including sub report "printer information". Maybe im missing something here but this seems to imply this information is collected during scans. Can you
Assigning roles
I can't seem to assign a role to requesters, is this correct?
Serious Problem With SD+ 7017
For some reason our SD+ install has screwed up completely since Friday. It was noticed over the weekend and I have so far spent 5 hours trying to fix it. Basically, we cannot browse requests or any tools that list request information, i.e. reports, the global view etc. When we try the web page seems to hang on loading and simply claims it is waiting. Once this happens, the rest of the service desk is also inaccessible and the only way to get it back to accessible is to restart the service but it
SSL Mail configuration
Hi, How can I configure mail settings for SSL mail servers, this is mandatory for my enterprise organization. Is this issue implemented yet? Thanks
Manual Surveys not working correctly. BUG?
I have set up a survey and have tried to manually send a survey to a requestor through the actions menu. I have set the "Send Survey every time" to "0 requests are closed." as i do not want the surveys sent automatically, but only when I manually send one from the actions tab. When I send the survey, it uses the IP address of the server in the survey link. In addition, the email content is not correct. Here is the what the content should be: Dear $RequesterName, Please help us improve our service
Time Spent Reports
Time reports seem to be inconsistent. If there is more than 1 entry, only the last entry is calculated according to the functions chosen. Is there a fix for SD that will calculate ALL of the time spent on a call regardless of the number of entries? Thanks. Jonathan Service Desk Version : 7.0.0 Build Number : 7012
Request Template bug?
When using a Request template that has the Group field populated, the Technician field is not constrained by the value in the Group field -- I can select any technician, where one would expect to be able to select only those technicians that are members of the group. Is this a bug or a feature?
Excluding assets from a scan/Handwritten values
Hello, I'm using Service Desk Plus 7.0.0 Build 7011 in a large mixt Windows/HP-UX/Linux Network. I'm using SDP mostly for Windows, but I would like to * add by hand some assets that cannot be auto-discovered (scanned); * change the content of the fields of some assets that are auto-discovered. My problem is the following: when I have made a manual modification to the content of a field, and that I launch a scan again, does it overwrite my hand modifications? 1/ Is it possible to choose, asset by
more mail server settings needed?
I have multiple sites which each have different support email addresses which today feed different support software which sweeps into different queues which each site monitors for inbound requests. how can the same be accomplished with ServiceDesk Plus? I can only find one master email address which users send requests to. I'd like to have the following: UKhelp@domain.com feed into Service Desk Plus and route to Site UK with UK techs assigned to this location Americahelp@domain.com feed into Service
Request Form Customization
We wanted to have two request templates. We wanted the first to be the typical request form, and the second to contain the additional fields. I see that you can use the form customizer to per-fill fields and make a custom request form that way but we didn't want all the fields to be visible on the second request form. If we can't do that we considered attaching a file to the template so that the requestor could open the attached file and fill out the attached form in lu of having extra fileds. I
Generating complex custom reports?
I'm trying to figure out how to generate a report that shows me which workstations do not have a particular piece of managed software installed on them (in the first case, our antivirus software). We have several pieces of software that should be installed organization wide, and I want to use reporting through ServiceDesk to audit it and ensure that they have the same versions installed and nobody is missing the software. Right now, I've tried to do so through the custom report interface and it appears
Urgent Problem: Cannot open requests - View is blank
We have suddenly developed a random glitch which we cannot debug - randomly a technician will try and open a request and it will just show us a blank screen but if we go back to the request list view we can see all of them and the hover to display the description works fine as well - but select that request and you get a blank screen. If we select the template dropdown and select a template, we can open the ticket in edit mode but when we then try and view it - it is blank again. Also, all of the
add category to software assets
how can i add categories in software assets???
AdventNet - New Request - Description Field
One of our users has problems entering text within the description field when raising a brand new service desk ticket. All the required drop down fields have been completed and she can write text in the description field. If she deletes this text she is then unable to bring the cursor back up to re-write and so has to start all over. This is the only case we have heard of so far, but that isn't to say others to have the problem. Any thoughts? Thanks Richard
delete a pending approval
is there anyway where in i can delete the pending approval for a request? like i have request that i sent for approval using the submit for approval within the helpdesk. but by mistake i sent for approval to the same approver twice, how can i delete that pending approval fromt he request if the approver has approved one of them ???
Integrate ServiceDesk with Sharepoint Portal Server
I want to integrate Service Desk pages and features with our existing Microsoft SharePoint Portal Server 2007. I want to put all the pages and flow of ServiceDesk into our Portal Server. Kindly let me know how it can be achieved. I don't want to have a link for this site in our Sharepoint.
E-mail Problem
When a new request is logged in the service desk all technicians receive an e-mail alert which use to be from IT Support, now it says it is from IT Service Desk Admin. We have changed the name in the Helpdesk - Mail Server Settings to IT Support but still it says IT service Desk Admin. Any ideas how to change it back?? It happened after we upgraded to the latest service desk.
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