Adding Requests Directly Into Database
Hi, Out IT group was wondering if it is possible to add requests directly through an ODBC connection into the MySql ServiceDesk. We have been using email and have played with a web application sending an email using business rules but we feel creating our own small web application for users to send tickets to our helpdesk is the best solution. This requires us to insert requests directly into the database to get a maximum flexibility. Any help would be appreciated. Both with schema help and with
Mandatory group & quick edit
Hi, I've setup SD+ (6013) to have mandatory group. It's working fine when we try to edit requests, but we can "quick edit" them to "No group" (I'm using Firefox if it's related). Thanks
Change in Forum?
Was some change in the forum put in place today as I can only see 9 entries per page now, or have I messed something up. Regards, Andy
No scheduled AD import?
Hi, Since you've got rid of memory bug of AD import, I've setup scheduled import but it doesn't seem to work at all ... (I manually delete a requester account, the schedule is to import every "1 day", 2 days later the requester account is not back in, but if I manually import without changing anything, the account is back.) Regards, bsod
Changing roles for requesters
Hi there, I'm sure this has already been asked but is there any way to change the roles for a requester? We want to be able to set up our requesters so that they can add and edit solutions and potentially add/edit PO's. We really dont want to set up each requester as a technician as this would get expensive. Also, is there any way to add custom pages to the main interface so that we can add in custom forms/tools? Also, can more than one request form be created? Some of our technicians would need
Outgoing notifications failed
Dear, We recently bought Service Desk Plus ver- 7 build 7005 and am trying to configure it now. Problem - Sending notification failed Entered the outgoing mail details in mail server setting under admin using IP address of mail server. Also checked that telnet is working for my mail server at port25. One more question For notifications to work can we specify one user id like helpdesk and enter its details in outgoing mail setting to send all notifications to users? Would appreciate if you could pls
SD+ and Vista
Just a quick question as I know everyone has a large amount on their plate, when will SD+ be Vista compatible? I am willing to move the datase from MySQL to the MSDE SQL 2005 if need be (I didn't think I would ever say that ). While it is working well under Fedora7 in VMWare, it is a lot slower than running it natively, as one would expect. And Vista is a big enough drain on the system as it is. Even a guesstimate date would be appreciated. Many thanks.
ServiceDesk integration to Novell eDirectory
Hi all, Any thought of integrating ServiceDesk plus to Novell eDirectory, just as you currently do with Microsoft Active Directory?
Purchase orders
Whe�re missing notifications for a purchase order manager when a PO is created. It should work in the same way as the other groups in the request module and have the ability to send notifications. It would be nice to choose the po manager in the same way as you choose technician or choose the group po managers. Rgds Stefan
Other languages?
Hi, I'm trying to evaluate servicedesk plus and installed it in professional free mode. One thing that my boss wants to see is if it comes in other languages and how can I activate it, thanks in advance
user can't change WorkOrder status
so from the begin. first: user makes a workorder from the webclient. workorder have status "Open" second: specialist have done work and from webclient change status to "Resolved" third: user says "Yeah! This job was done." and trying to close work order, but in his webform there is no button to close this workorder or change status from "Resolved" to "Closed" Where is the magic button that given user rights to close this workorder by user myself?
AD Import
I am also having a problem with AD import, where some of my OUs do not appear for import. I have attached a couple of screenshots where you can see that some OUs (those under overground\computers and overground\users) are not visible. Any ideas?
user can't change WorkOrder status
so from the begin. first: user makes a workorder from the webclient. workorder have status "Open" second: specialist have done work and from webclient change status to "Resolved" third: user says "Yeah! This job was done." and trying to close work order, but in his webform there is no button to close this workorder or change status from "Resolved" to "Closed" Where is the magic button that given user rights to close this workorder by user myself?
Rail to start after upgrade to 6014
I installed the update to 6014 from 6012 today to try to fix a problem of one of the Techs did not show up in the requesters field! Now when the server starts it says application layer starting ...................................... & it fails to start;-( Like a lot of you I'm stuck on V6 because of the migration issues! System Windows 2k3r2 SD 6014 in AD mode. Cheers Cary
Email Conversation Flag Option
Hi When emails are sent to or from servicedesk, from the request list view you see the icon that shows the last message status which indicates (green) sent by servicedesk (red) recieved by servicedesk. Would it be possible to set up a flag to show that when the recieved message has been read it changes to yellow or orange for instance! When you have a long list of requests i find that you keep having to looking into each request where there has been a responce so a flag (mark as read) would help
Calendar View for Reminders
Would it be possible to implement a calendar view for reminders? We have a co-ordinator who assigns jobs to the technicians so when jobs come in that need to be done on a pre defined date we set a reminder but this has two issues 1) You only get an email as a reminder 2) You can only set a reminder for yourself and not for multiple. A calendar view would make it a lot easier to monitor. Regards Mike
Way to flag up new requests created by requester
Hi I am looking into ways to make it easier for our co-ordinator who assigns jobs to the technicians to be flagged when the requester creates a new request either by email or web. At the moment we have to use lots of view filters but this means the view has to be changed from one to another all the time. Is there already somethin in place that i am not aware of or if not could something be implemented? Regards Mike
technicians can't be requesters?
Hi For some reason technicians can't also be a requesters, mening it's impossible to raise requests where they are the requester. What happens if there is an internal incident/service request/request for info that a technician needs to report? Please let me know if I'm missing something. Cheers.
SDP6 Pass though authentication
Is it possible to setup passthough Authentication for active directory on version 6?
SDP Crashing Persistently
Version: 6.0.0 Build: 6006 DB: MYSQL Hi We are experiencing constant crashes (at least once a day, sometimes more) with SDP. We have to completely restart the server to get it functioning again. This initially happened on Windows 2000 Server SP4, we have since migrated SDP to a brand new server running Windows 2003 SP2 but we still have the same issue. We did not experience this issue when running Version 5507 on Windows XP. Please see attached log files & windows event viewer files taken from the
Turn off dynamic AD user creation
I noticed that in the release notes for hotfix 7002, SD+ is now set to create accounts for users that can authenticate against a domain (when AD authentication is turned on) but have no existing SD+ account. Is it possible to turn this off without turning off AD authentication? Due to the way we have SD+ configured we don't do AD imports as we are supporting 5 domains (which aren't all very tidy, and could have different users but with the same logins and/or email as the other domains) however I
SDP integration with Lotus Notes
SDP Version 6 (build 6014) Hi We are a Lotus Notes house, can you tell me whether SDP is able to integrate with Notes to fetch email & auto create tickets? Thanks Matt
Can Service Desk be intergrated with SAP finance system
I need to know if Service Desk can be intergrated with SAP and If the answer is yes. How? Choward
Request Creation - AD and e-mail fetch integration
Not sure if I've asked this before or dreamt it. It seems that if you e-mail a job into SDP the job is created with the e-mail address of the sending user and doesn't seem to tie in with AD users imported. Creating a job using the end user web application does tie to the AD user list as the user authenticates when they log in. Creating a request by the service desk on behalf of the user ends up with a mix of AD and email users as the list seems to be cross contaminated with the users that have e-mailed
Servide Desk License
Dear Sir, I want to understand price structure for Service Desk7 so pls contact us. B Soni Mob:+91-9825040880 Off:+91-79-26404570
Impossible to import AD users
I am a new user of Service Desk. When I try to import AD user data, it remains stuck at 0% and waits with no results. One time, I got 43%, but no users imported and it stuck at this level. It seems to connect correctly to the domain controller.
Assigned Workstations Issue
The way our organization is structured is that we have many departments in which our user base rotate and use multiple machines hence why we assign all workstations to departments instead of users. The client calls in and the analyst creates a new request, locates the client's name. In the asset field they do a search on 'Assets owned by the user's Department' and locates the asset/workstation they are working on. This entry is populated in the Asset field. The issue is that once the request is added
Creating Forms to be assiocated with Categories
Hi All, Is anyone aware on how to create a form that associates itself with a category, eg, for the category hardware, one needs to enter specific details in drop downs etc, so the requester view/form actually changes to fit specific details needed when a category is chosen. Thanks EN.
Part numbers
Is there any way to see the part number of a product on a PO? It seems strange that SDP allows you to key in a part number for a product but doesn't it allow to be shown on the PO as most vendors require their specific part number to be used for orders. Build 7005 Thx
Calculation of "Work Log"
Hello Is there a possibility to calculate automatically the cost of an request when closing the request? I tried to use the "Add Work Log" Function but there, I have to put manually the time spent on solving the request. But this "time period" is just showed after closing the request. So I have to put in manually in there. That makes no sense for me! I wonder if there is a possibility that the system takes the time spent to solve an request and do the calculation of the cost? Thanks for any reply
Software Management Questions
Hi All, We are currently in the process of purchasing and rolling-out SDP Enterprise in our organisation (a K-12 school). One of the main tasks we are doing at the moment is building our new 2008 software image for the school computer labs. I have a few questions regarding how to best use SDP to track and manage our software licences. First, I want to record our software licences within SDP so that we have an accurate and accessible record of the software details (e.g. licence key, number of licences,
Importing IT assets (printers)
(I am using ServiceDesk Plus Enterprise build 7005) I am attempting to import a list of printers from a CSV file that I have generated from the output of our existing Helpdesk system. However, I am getting no joy! I have tried saving the CSV in Excel, Notepad and Wordpad but each and every time I try to do an import from the assets screen I get the message: "Please recheck. Only CSV format is allowed" Has anyone else seen this issue or does anyone have any suggestions as to how to resolve it? Thank
Removing the port number from the remote URL
Hey everyone. I am migrating ServiceDesk from a Virtual Machine server to a dedicated server. Everything is going great, except for now in order to access the program from the web browser, I have to place our proxy port number in it i.e. "http://helpdesk:8080/". Previously we were able to access it just by "http://helpdesk/". What's the process to change this back? Servicedesk version 7 build 7001.
Restrict view on requests
Hi, I like to know if it is possible to have technicians in an group. and that they can only see the request of their own group. end nothing else. We have a group of users who wants to make use of SD functionality. But we, ICT, don't want to see their request. and they don't need to see our requests. Does anybody know an answer? regards, Jeroen
Edit Workstation issue
When editing an asset and you want to change the Asset's State to In Use. Both the User and Department selections are not in alphabetical order. This seems to only occur if you do the assignment in this particular window. Build 7005
Assign "Problems" to groups
Our 1st line group handle all "requests". 2nd or 3rd line groups deal with "problems" and "changes". The s/w does not allow a tech to assign problems to a 2nd/3rd line group but forces them to choose a single technician. For a medium-large organisation using this s/w, this seems like a glaring omission. How is each tech expected to know which tech to assign a problem to? Consequently, one cannot filter problems by group, so the ability to effectively monitor each groups workload is greatly reduced.
Edit Technician Task Error
Hi We have a technician account set up with an assigned role which has permissions set for full control over requests assingened to all in group or him and full control over reports. The technicians in this group can create tasks for themselves but cannot edit the tasks. When they try to an error occurs, which is attached. I have tried to give them full control of everything to no avail any help will be greatly appreciated.
Upgrade or Download SDP
Hello, I just want to ask if there's any idea about a upgrade from V6 to V7, or should i download the V7 standalone ? Im posting just because im waiting for the upgrade since September 2007! Thanks for your attention! Best Regards, Andr� Ferreira
Locked out of Servicedesk
I seem to have locked myself out of service desk completely. I was importing requesters from Active directory and unchecked both tickboxes while doing it. I logged out of the system and now I cannot get back in again. I don't get the log on to domain option. ANybody got any ideas?
Workstation product name
Can I change workstation "Product Name" (view in "Resource Info" as): Unknown Workstation what found after scan is failed.
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