Network Scan - SNMP Only
I want to do a network scan using SNMP. When I fill out the network scan configuration wizard, the only mandatory field is the IP range. If I put in only a value for SNMP, then hit the save and scan button, I receive the following error message: FAILURE :Domain login name and password are not configured for the domain invoked for scan. Please configure domain login name and password to scan the domain. Then when I go back into the network scan, and edit, the snmp field is blank. I am using the domain
User hierarchy
A request asked of me by my manager for when we implement SD 7. Is it possible to have a hierarchy of users for ticket viewing. An example using our organization. We would like to have each sales teams individual manager to view their team's requests. In addition we would like the Directors of the three sales "categories" to be able to see all of their various teams' requests (each manages 4 teams who each have a local manager as well) and at the top level, we would like the VP of sales to be able
Incoming e-mail with Exchange
I am attempting to setup incoming e-mail for the ServiceDesk Plus system using Microsoft Exchange 2003, however on each attempt to connect, be it via IMAP or POP3, the following error is given: "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password." However I know that the details are correct so this is a method of authentication problem. What settings are required for IMAP under
Service Pack - Link mistyped ?
I went to download the latest service packs of SDP and when I click on the arrow-down of " Migrate from Build 6000, 6001, ... 6014 to Build 6015" it appears 36 and when I click on the word "hotfix" it appears the file called 37 ? Well forgive me if already exist some topic talking about this, yes I've used the search but didn't find any! My question is: the latest is the 37 ? And the 36? There's some problem on installing it ? thanks
how to hide log on to option
Hi, We have 10 different domains in our network. the current login screen showing all of the 10 and user have to choose their correct domain before login. we are running optilive for one domain only. how can i make one domain as the defualt choice and hide the option "log on to" thanks and Regards, shine
More focus on the Work Log
Hi guys, If possible I'd like to request that the Work Log component is expanded to allow some formatting. At the moment all carriage returns are removed which makes some of the details entered in the work log very difficult to read. Some basic formatting (ie breaks, bold, etc) would improve this greatly. Cheers, Angela.
Migration pack of SD6 to SD7
Dear, In the past I already asked to take part in the beta test for the migration pack of SD6 to SD7. Where can I download the migration pack. We used SD 6 Professional Edition and are using now SD7 Enterprise Edition one month. Best regards, Marc Huybrechts Marc.Huybrechts@awdc.be Co�rdinator Infrastructure ICT / HRD & Antwerp World Diamond Centre ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 06 89 Email : Marc.Huybrechts@awdc.be ------------------------------------------------------------
ServiceDesk Server will not start
I have installed a fresh Windows Server 2000 installation on vmware. I believe everything is setup but the server starts and stops prematurly and I'm unable to go any further. I have looked at the logs but unable to see exactly where to go from here. Thanks
SQL Tables (User info)
Dear all, We are looking to export some data from an existing app into servicedesk via SQL, however, I cannot find the table that holds the user info i.e. Username etc... I have checked all of the normal places but cannot find it anywhere... Am I missing something? (It is New years eve) So basically, what Table holds the user data? Thanks, Rob.
Is there an easy way to make users techs?
I am setting up techs and when I choose the AD username to be used for techs logon, SD+ tells me "Login with same name already exists. Please provide different value for Login Name" I am sure there must be a way then to make users techs and have Enable Active Directory Authentication, and Enable "Pass-through" Authentication ticked?? It seems I am doing something terribly wrong? What is it? Hoping someone can point me in right direction?
SD Plus build 7009
What are the fixes included in this build? I'm on build 7008 which I just upgraded to this week. Thanks Dean
Build 6015 Released
Hi All, An update to Version 6 has been released. The latest build version is 6015 and the hotfix to this version can be downloaded from http://www.servicedeskplus.com/service-packs.html Issues addressed in this hotfix : * Scanned Software list view was getting loaded very slowly is fixed. * Department name was getting duplicated when users were imported from AD is fixed. Instructions to apply the hotfix remain the same as before. Report your issues to 'support @ servicedeskplus.com' for immediate
Alias URL won't work after being set
I set an alias URL for Service desk plus on the self service portal settings, and it doesn't open. there are no firewalls on server or PC's! This did work when I changed it the first time, but when i went to check again, no luck? What have I done? Hope someone can help
2 Level Sign Off
Would it be possible to add a 2 Level Sign Off, ie. if a technician 'closes' a call, it simply closes pending confirmation from (e.g) an IT Manager/Customer Services Manager? Sometimes a technician feels a call is closed, but a bit of investigation reveals the problem is a) recurring b) part of a bigger issue or c) not in fact resolved!!
Holidays
In the "configuring holidays" section, I'd like to be able to set recurring annual holidays rather than having to enter the holidays individually for each year. Carolyn
SDGuest Editable!
Dear Servicedesk, As I have seen in the Forums, there are a few users who have requested the SDGuest option to be editable or at least have another role to choose from that gives the requester Read Only access to the requests they have. I for one would like to see this come into fruition. I work in a Travel Call centre looking after 500+ users along with my 6 colleagues. We would like users in the call centre to view the jobs that have been logged fror them but do not want the users to be able to
ServiceDesk Plus 7.0.8 *Build 7008* from 6.0.14 *Build 6014*
Well, I am trying to deploy ITIL and ITSM within my organization and am faced with the following dillema; should I blow away my historical information and migrate to 7008, or wait for the migration pack! Here are the features that I am lacking in my 6014 build that have been addressed in the 7008 build that I need ASAP: 1. Incident/Problem management 2. Case resolution/closure rules 3. Category/SubCategory listings in the Request view summary 4. The 5. List 6. Goes 7. On 8. And 9. On 10. At 11. Length
Global View - Build 6014
How can I enable the 'Global View' tab as a role--not enabling the user as an Administrator in the system?
Group Notifications not being sent
I recently installed the latest service pack 6014. Since then, when requests are created, the group notifications are not being sent. I tried to uninstall the service pack, but receive an error that uninstallation is not supported. Previously the group notification was automatically sent as soon as the request was created. Is there a way to fix this or remove the service pack as this seems to happen only after the service pack was installed?
Addtional License for SD+ 6
Hi, we are a resellers of your products in Saudi Arabia. I have a customer that already has SD+ 6.0 and he needs to purchase additional 10 technicians licenses , I want to know how can I quote him , and if he will pay the old price for SD+ 6.0 license or what . please try to answre me ASAP Ahmad M. Abdul-Hameed Trust Information Technology ahameed@trust-arabia.com
Error when I tried to scan for new computers
I got this error, every time that I tried to include new computers in the inventory. For example I have 5 new computers on the network, but they cannot be included in the inventory. This is the error: "General failure while scanning node"
Integrating Service Desk in a new Forest
Hello support ! I've discovered Service Desk quite recently and highly appreciate it. I have a question though and though you might certainly help :) Here is the scenario: my company recently acquired another company that was using Service Desk as its ticketing system and asset management. We have started using the product on their domain for user support and asset management (domains have not merged yet) and are quite satisfied about it. We are now planning to use it as the global ticketing system
Add feature to archive & restart Surveys
One of the current issues, is that if you add/remove survey questions, the ratings & satisfaction grade doesn't properly reflect actual values... I would like to see a feature that allows me to archive previous survey results prior to the modification of a survey. This will prevent past surveys from being included in the new survey definition.
Add Survey Results Report
I would like to see a survey that displays each technician with: - Number of surveys that were completed (count) - Their average rating (average) - Their satisfaction grade (percent total)
Update SLA
SLAs normally include "time to respond;" however, SD+ bases its SLA process on "time to resolve." It would be nice to have a date/time field for technician response to requester, and then be able to create a SLA rule based on response time.
Add Accounts (similar to ServiceCenter)
We use SD+ for internal, as well as external customers... ServiceCenter is nice; however, it does not have the ITIL compatibility that we require when managing our accounts. I would like to see the 'account' portion of ServiceCenter added to SD+
Mail Fetching Process Stopping
When one of our users emails our service desk mailbox, if they have replied to previous emails most of the time the Mail Fetching Process stops with: Error processing email with subjectOfMail : FW: CLIENT UPDATE, CALL NO. ##925## and messageid : <2DB79D66B9F0A54B9C274C101F6CC6A539FF32@perexch.contrav.internal>. SO STOPPING THE THREAD The content of the email that caused this most recently is attached (email1.txt) If I delete all the quoted emails and save the email then restart the mail fetching
associating multiple vendors with product
We have certain products that we may purchase from multiple vendors. Associating each product with each Vendor one by one is time consuming is there a way to add multiple vendors to a product at the same time?
Puchase order modification
I noticed that the PO can be modified even if after it is approved and starting partial delivery , which is not correct business practice. Is there any way to prevent modifying the PO after it is approved? also when I give a user a role to only add and view POs , he can not complete creating PO and the application stuck when he begins entering the Supplier name I always have to give the user Modify permission to enable him complete the PO creation please help on this thank you
How i can go up historical data?
How i can go up historical data, with the following structure? Category Department Descriptions Priority User State Date and time of creation Date and time of closure Tecnician Resolution Ejem: Category - Sap Department - Finance Descriptions - description of problem Priority - Low User - anghellus State - Close Date and time of creation - 12-12-2006 13:30:10 Date and time of closure - 12-12-2006 14:40:20 Tecnician - Administrator Resolution - description of resolution Thanks for your help :D
Notification to admin when technician replies to requestor?
I was wondering if there is any way to get notifications to the administrator, when a technician replies to any open request? This feature would be great!
Change Contract Owner
I'm using ServiceDesk build 6018. I noticed that the contract owner is the person who entered the contract information. I need to change the owner of a contract so that it lists the person responsible for the machine that contract covers. How do I do that?
Scheduled AD network scans stopped by doing a manual scan
Using SD+ 7 ( 7005 ) we have Windows Domain scan set to run daily, and look for new computers daily. This would be our norm. However at present I have been doing some manual scans, as I know some laptop users were in and wanted to capture information. This seems to stop the scheduled scans from working, shows next network scan due days ago. All the settings remain in the schedule, just it doesn't do them, until I go in and change teh schedule to a date/time in the future and then off it goes again
Easier Way To Change Labels In Interface?
This is sort of a follow up to the other topic I posted, "Can SQL Options Be Configured?". I found the older email with instructions on how to change the labels for the ServiceDesk interface...unfortunately it involves going through two large files and doing a tedious Find/Replace. You can't do Find/Replace all either because it would change the database values, or whatever is to the left of the equals sign. There has to be an easier way to change these labels...especially since every update will
Edit the name of default status
It will be great if we could edit the name of default status in SDP (Open, Closed, Onhold and Resolved). We use SDP in Brazil and in Brazil exist to many few people can understand english language. Here, this feature is very important.
Multiple Domains
I am evaluating the possibility of getting Service Desk to manage 3 domains with separate budgets. My main issue at the moment is managing software licenses across the 3 domains. e.g. we may have 20 MS Office licenses for domain 1 and 15 for domain 2. The issue is that the software is identified through the scans and does not differentiate between software found on different domains. As far as I can see I have to manage and allocate licenses as a single batch. Is this correct or does anyone know
Error While Sending Notifications
At the moment we have gone semi live with our system. When we send a notification from within a request, we get the popup box saying Send notification Failed. When I check the system log, it says this ( under support tab) Exception while trying to send notification for Request ID : 163 Mail sending failed. I have my mail server settings setup correctly, and notifications outside are disabled except in regards to technician alerts. I am trying to select "Reply" in the actual request ID itself and
test environment entitlement Checking....
I am about to use my production license file on my test box - which is being put in place to check the validity of the upgrade from SDP6x to 7. Am I entitled to use this same license file that is already in use on our prod box - and if so, there is no way it can stop my production license from being recognised on any Adventnet licensing server is there? last thing i need is for the prod instance to go belly up.
Call Type & Urgency?
Call type is referred to in the Helpdesk Customiser while Urgency is in the SLA section, yet I cannot see a way to allocate either to a call, or anything which holds these fields. Where are they?
Dueby Time does not change after upgrading to 6014
Hi, I've upgraded to 6014 from 6012 on my test setup but the due date still changes when I change the status of a ticket from onhold to open. I am using MSSQL database. Regards
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