Editing Account Owner
I'd like to assign an account to another person when I create the new account. Your help system says, " Notes: By default, the person who creates the account owns the account. If you want to assign the account to a different user, in account creation form, select the user name from Assigned To field. " Maybe I'm just being really dumb, but I sure don't see an "Assigned To" field anywhere on the account creation form. I've also searched the Account Edit screen as well, with no luck. I'm new so maybe
search requests - doesn't search notes fields
anyone know how to when you perform a search on all requests that it also checks the notes fields ?
Scheduled Report format
Hello, is it possible to define Scheduled reports to be sent in xls format instead of pdf?
Mail Server Settings
I'm having an issue with the Mail Server Settings for Incoming Mail. I have a question about the ServerName/IPAddress, I have put the correct IP and tried the Server Name with no go. We use SMTP on port 25, and I have created a Help Desk User in AD and an Exchange Mailbox, and I keep getting same error: FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Any thoughts?
Cost of upgrade to Service Desk 6.0
Is there any additional cost attached to the upgrade of 6.0.
Assign one workstation to multiple requesters.
Hi, Is it possible to assign one workstation to more then one requester? Example: Our CFO owns a laptop. All the persons of the secretary department (4 people) has to make the requests for the CFO. Now you can only assign the workstation to one requester. So when the 4 people logon with their own SD+ account, they only see their own workstation, and not also the workstation of the CFO. Is there a solution for this? Thanks, Ferry
SD+ Users - If you were me...
I recently purchased 5.5, and have installed it. I'm about to go live with it, but am facing a dilemma that I hope you seasoned SD+ owners/users will give me some advice on. I can either go production with my 5.5 environment, or I can wait and install 6.0. We'd really like to use some of the new features of v6, most importantly MS SQL support. So, should I go with a more stable 5.5 and risk a messy upgrade and conversion to v6 w/ MS SQL, or should I wait to install on v6 w/ MS SQL, but contend with
Software Licensing per user, device CAL's, and other softwar
hi i have just started to use the 30 day trial version of SD, i am very happy with it and will purchase the license when the new version comes out. all is working well but i have a question with regards to licensing i have just purchased software assurance licensing from Microsoft, i have added a PO and added each software license item and have submitted the po, and received the goods, these licenses have now been added to the asset inventory i have scanned my workstations but am wondering how i
Can't connect to server from PC's
Hi Guys I can't seem to get the pc's on the network to connect to the SD server. Do I need something extra running on the server?? It's just a stand alone win XP pc. Thx in advance
trouble writing custom query report
Hello, I am trying to write a query for a custom report. In a nutshell, I'd like the workstationname, manufacturer, processorcount, cpuname, model, totalmemory, servicetag, osname, and servicepack fields from the systeminfo, osinfo, systemuserinfo, memoryinfo, and processorinfo tables, but only for workstations I have designated in the "Server Room" location. I have a query that successfully executes and returns the correct results that I can run in SQLyog but when I enter it in the "New Query Report"
remote control
hi there chaps a while back you mentioned remote control of pcs via servicedesk. is this still on your road map, as this would be a great feature to have. crackin software..... happily waiting for the upgrade :-)
Active Directory contents comparisons
Hi, I am very new to the world of AD, but I need now to do a comparison of the contents of AD and SQL Server tables to ensure that the results of updates have correcly been applied. Is there any utility software that allows me, fairly painlessly - I am not a technician - to compare old contents against new contents?
Category/Sub-Category Clarification
If you use sub-categories, can you report on the main category which includes all it's subcategories? Example: Category: Network Subcategory: DNS Subcategory: WINS Subcategory: Routing Subcategory: VPN Is it possible to run a report showing all tickets in the Network category, which includes DNS, WINS, Routing and VPN sub-categories WITHOUT having to explicitly adding those sub-categories to the report?
Default Domain at logon
When doing AD authentication at logon, is there a way to set the domain to a default setting instead of choosing it each time without using the "Remember Me" function?
Problems with importing from Active Directory
we have two issus with importing users from AD: * When importing users from AD, users with non-english characters in the login name are not included (non-english charcters in common name seems OK, but we only have this for one user) * In the AD-tree not all OUs are expanded. This means we can't choose specific user-OUs Any suggestions?
Schedule requesters auto import from AD
Hi Is there any way to schedule the requesters import from the active directory ? Thanks in advance ... Alejandro Padilla.
Notification when PO Created
I'd like to be able to set up a business rule to notify a supervisor when a PO is created so that we don't have to manually check every day. The only option I see is to notify the owner when the PO is overdue. Can you tell me how to set this up? Thanks! Looking forward to the new version!
Time Spent field required
Looking at the 6.0 demo, it appears that Time Spent is not an option for requiring an entry to close a request. Correct me if I'm wrong. If I'm right, can that please be added. We need to track time spent on requests and this would be aided if every completed request required a time spent entry.
Color change
I would like to change background color (may be others) in SD+. Is it possible?
Daylight Savings Time update?
The USA has changed the dates on which daylight savings time is applied. DST will now start at 2AM on Sunday, March 11 and will end on Sunday, November 4. From what I've been reading, older versions of the Java runtime environment will be impacted by this change. Is the Java version that SD+ is running on already patched for this problem, or will we need to apply some sort of patch manually? Please advise, since the new DST period starts in less than a month. If it needs a fix that hasn't been applied
Entering purchase orders by users
Hi everybody, We get request from users to buy a new mouse for instance. Bu this request needs to be approved by their manager. Is there a way to handel this in SD+. Most ideal is that the users alreay enter some details of the purchase order. regards, Jeroen :idea:
Business Rule Based on Domain Authenticated Through
Hello All, Is there any way possible to setup a business rule based on what domain a user authenticates through during the logon process. I know I could set this based on the specific user but that requires individually selecting about 300+ users and keeping that list up to date. Anyone have any thoughts? Thanks in advance!
User based rights for Tasks?
Using AD integration. If I wanted to allow 3 people ONLY to view all of My Tasks, how would I go about this? Is this the best way to share a "project" TO-DO list with bosses, or is another method recommended?
Linking User assets to Workstations.
Our company recently purchased this software and I am having a certain issue. When an asset is created, we are allowed to attach it to a user, workstation, or group. I have been attaching things such as PC's, keyboards, mouse, speakers, monitors all to the user. When I go to the inventory section, and I look up the asset for a workstation, there are none showing... (obviously, because i attached them to the user). Here is my question... If the assets are associated with the user, and the user is
problem with � � � ...
I work with french user who use the letter � � � � .... The transaltion into the description on a request is @$�*. There is a solution to keep this letter into the content on the request??? Thanks for your help. Gilles
Daily Report
We are giving Help Desk Support 18 hours/day (08 am to 02 am). While we are trying to print the daily report (08am to 02 am), it giving a error message.
Software category classification
Hi, There are 4 software classifications - Managed, Excluded, Prohibited and Unidentified for Software management. Is there anyway to add more software classification to the above list. Would like to be more details eg, drivers, freeware, shareware, etc. If theres a way..where can I configure it? Any advice?
Incident & Problem Tracking
I was curious if anyone found documentation or details on Service Desks solution for tracking Problems after multiple incidents are identified as related. Do they recommend creating a problem ticket in Service desk and linking all incidents to it or do they recommend use of their other product like Issue Manager to take incidents to the next level of Problem management? How have others addressed this issue? Thanks in advance Jeremy
Operational Hours
We are giving Help Desk Support from 08 am to 02 am (18 hours/day). While we setting the operational hours (08am to 02am). It showing an error message "Please select Start and End times such that, End time greater than start time". It is possible to set the Operational Hours from 08am to 02am ?
Scan Report
I have configured under "Audit Setting" for weekly scanning at 12pm for all workstations. May I know if this Audit Scanning scans for all workstations for changes in softwares, new workstations or removed workstations? Also, is there a report which Im able to view the scanned Audit results? If yes, kindly guide the above on steps and procedures. Thank you very much
Help deleting request via
Hi. I have a request that entered in an email loop and got really big. I cannot delete it from the interface and I don't have MySQL knowledge. I would really appreciate some step-by-step instructions to delete it via command line. Thanx, Cris PS Kevin, I believe it's more useful to get instructions here as my schedule is really hectic and I don't know when I can be available for an online session.
SDP 6 Online Demo
Is there an online demo of version 6?
Licensed Inquiry
How may additional workstations will be added if we buy a licensed? Some of the computer in the Active Directory can be scan but some are not evethough it is switched ON. What do you think i should do?
have domain name preselected
Is there a way that I can have all logins forced to a specific domain name rather then the user seeing a drop down list when using AD integration? Thanks Greg P
Email all replies?
Is it possible to email all replies to a designated person without having to manually enter the email address each time? As a manager, I'd like to know about all traffic on a ticket (from the submitter and the technician) as it occurs without having to go to the site, pull up the ticket, expand the conversation and read the replies there. is it possible?
HAve new fields viewable by groups
Request the ability to add new fields to requester, inventory, etc forms that can be set to be viewable based on security group membership. Then info can be put in by technicians that requesters can't see. Thanks Greg P
Requester not receiving email when ticket is updated
When I update a ticket via email response, the response gets appended to the ticket, but the requester never receives an email stating their ticket has been updated. When I update a ticket via the web, the response gets appended to the ticket, and the requester DOES receives an email stating their ticket has been updated. How can I get SD+ to email the requester when I update the ticket via email?
problem in SD+ 6 sub category and Item
When I put sub-category and item not checked (the user can't be seen the combo box), I have a javascript error when an user would create a new request. And it's impossible to create a request. The javascript error message is join in this topic. Thanks for your help
Replies/Resolutions do not allow for input in Firefox...
I have been having issues recently with Firefox 2.0.0.1, where if I am adding resolution to a request or trying to reply, at some point throughout the day while my browser has been open all day, the text boxes do not allow me to enter text & will not until I close all instances of the browser & re-open. On replies, it also fails to insert the request details/replies....so when that happens, I KNOW I will not be able to reply to the requester until I kill my browser. Has anyone else had this type
email - non technicians
Is it possible to have a ticket email to a group of people that are not technicians? I would like to have the ability to enter a security request on the ServiceDesk and have it mail the information to non-technicians that also have to deal with the request. They would be users on the account, but not technicians for the SD+.
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