Results of evaluation (Suggestions/bugs/features requests)
Hi all, Couldn't find the proper place, so I will give a try over here :-) Tested helpdesk, below a few notes: -Inventory > Edit Asset Product name needs to be a link to the product -Ability, to save/set the default show views per page -Improved filters, like filtering on name and asignments -Navigation is weird 'Inventory > View Assets > Assets' when clicking on Inventory there is no way to find the the 'View Assets page' back -Product needs to have a Display name which can be used to display in
Concurrent\Site Licence
I have a couple of programs that use a concurrent licence server. So I can have 50 client installs of a program but only 10 of them can run simultaneously. I've gone into Tasks - Add Software Licence and it appears I can only add a number of individual licences which is incorrect for this licence type. Is there any way and can assign a different licence type? This is also the same where I have a site licence for a product. I don't have individual licences for the product only one that covers the
Unable to Inventory All workstations on the network
We have tried The WMI, RPC and DCOM setup for our workstations and we are still not able to see some of them in the inventory. Has anyone seen this problem?
Symbol " ' " in username - do not display in Inven
Hi. SD+ 5507 A little trouble founded: when username contains symbol " ' ", this user is not displayed in column "Assigned To" in Inventory.
Setup Products and Categories
I am reviewing ServiceCenter Plus for use as a Help Desk system for our organisation. We have a number of software systems e.g., financials, point of sale, HR as well as infrastructure and I would appreciate some thoughts on how to set up the categories and products. The Help Desk will not have a central manager and I would like each Requester to quickly select the Product and Category so that a Request may be allocated to the appropriate person without further action by someone else. Should I set
SD+ Technical info
PLEASE ASSIST: I have a big presentation to the CIO and this are some of the thing i need about SD+. 1. Max simultaneous connection that can be made to SD+ or the database. 2. Maximum users that can be registered and use the system 3. System (Architectural diagram) diagram of SD+ or similar system to explain the workings or system flow. or any diagram that might assist with the presentation. regards
ServiceDesk MySQL install problems
Hi We are trialling the ServiceDesk software but have encountered problems which seem to revolve around MySQL. At first there was a conflict with the port number but I searched these forums and found a solution for that. I have taken to running the run.bat from the bin folder and the message I get now is simply "Trying to start MySQL server failed". The last line in the log file (serverout0.txt) is: [10:13:14:231]|[01-09-2007]|[com.adventnet.db.adapter.mysql.MySqlDBInitializer]|[INFO]|[10]|: Command
3 Techincans
Hi there I'm looking at bye Service Desk + but for three technican. What is the cheaps way to do this?? Please help I need to bye ASAP?
Creating Manditory Fields
I am trying to create manditory fields in the 'Request Form Customizer.' I created a custom field in the "Request - Additional Fields", but how do I make it a manditory field? Example: I want to make a "Contact Phone Number" field in the request that users must fill out in order to submit a new work order.
Technician notified when user replies
We curretly have Service Desk configured so that if a technician replies to a user via Service Desk the reply email address is ServiceDesk@muchshelist.com. Is it possible for Service Desk to notify the assigned technician if a user replies to an email generated as a reply from within Service Desk?
Dutch Language
Hello, Is there a dutch language pack available? Or is there a way to trancelate it by my self? Thnx, Jos
Active Directory Requester Import Fails
When importing requesters from Active Directory the import begins but after a minute the IE DNS error screen is displayed. If I try to reconnect to the service desk I get the same DNS error. The only way I can get the service desk back up and running is to restart the service. The system does import about 200 of my 3000 users, but always fails at about the same point. Can anyone help? Thanks in advance.
Requester Details
Hello, You can set a computer to a user but when a user makes a request you can`t automitic see on witch computer he is. How can i add the asset to the Requester Details? Thanx, Jos
Requests - Default group
Hi! Is there any way to automatically assign ALL requests to a specific group? I already tried the creation of a Business Rules, but when I create a request using the Quick Create form, the request is not assigned! Thanks
Service desk (new Version)
Hi When is the new version of service desk being released and what new features are we to expect on it.
Previous Versions
I am unable to restore my database to the current version (Service Desk 5507). I was hoping that you could help out and send me release 5506 so that i can restore the database and proceed with the hotfix. Thank you for your time. Regards Andrew Brydon
Merge Request
Is there a way to send a a notification to the requestor that their request has been merged with another request and also send the new request id? :roll:
Problem: Out Of Office reopens calls
When a technician closes a call, the requester's Exchange account may send an Out Of Office email to the Helpdesk. Unfortunately this reopens the call each time. Would it be possible to get SDP to recognise "Out Of Office" in email subjects, and to ignore that email? Thanks, Gavin
Servicedesk plus vs. Supportcenter plus
Hello, I like the Servicedesk Plus version, but not that I'am not able to use it for more than one client(It just have departments), as i'am technician and have some customers i need one that can handle more than one clients. I know you have another product, Customer Support.... well that is what i need in general but with the features of helpdesk, so will Servicedesk Plus be able for me to use it for more than one client? ...like your MSP Edition of ManageEngine OpManager....I'am able to serve clients...unlimited
Company Logo on Purchase Order
I currently have SD+ 5.5 build 5507 and when I tried to change the "Acme" logo under 'Admin, Organization Detail', I'm not getting the custom logo to get imported. I changed the maximum resolution to 120p x 40p and still not importing. Is there a way to add that for our Purchase Order?
'Installation date' of the workstation(s) in Inventory?
Hello, Is it possible to see the installation date of the workstations(s) after scanning? I cannot find a field in the Inventory. (I'm working witk SD+, 5506). Greetings, Ferry
Notification - Requests by Email Only
Hi All, A lot of the users within the company are creating requests by email. Ie) they e mail IT@whatever, and the system creates the request for them. I was wondering if there is a way to notify requesters that are creating requests by email ONLY. I tried the business rule, when mode is email, but for actions it is limited. There is no action for me to send out emails to requestor when mode is email. I also checked notification rules and it seems to be limited as well. Anybody have any thoughts
Scanned Software Report by Workstation
Is there any way to create an audit report of scanned software by workstation in ServiceDesk Plus? I tried the SQL query listed in another post, but it did not produce any data. Thanks Bill Eyler
EMAIL REQUEST
Where is the documentation on how to convert emails into helpdesk tickets. I don't see any templates for this in the version I downloaded as a free trial. Thanks, Sean
ASSETS assigning and adding information
we have quite A LOT of assets inside the servicedesk build: 5007 right now i would have to assign each little cable and component manually to each workstation to get a real report on the workstations and their assets. they workaround suggested by creating a separate workstation for the cables is what we are using at the moment. However, it doe not really give accurate information and in the asset tab of the workstation only the first page is displayed with no option to group (in reports it works)
REPORT ERROR WITH DATE BEFORE 2007
Hi I am getting the following this ERROR:Unable to execute report when I select a date before 2007. I appreciate any assistant. Thanks in advance F. Navarro
Can you delete survey results?
I have preliminary test survey results that I want to remove. Can this be done?
Deleting categori
Hi! We need to re-organize our categoris . Have problem to delete some of them because they are used (connected) to Requests. How to do that? Get error massage all the time when trying to delete them. Please help BR /Meli
Domain Scan
Hi Is there a way how I can limit my Domain scan so I not get all 20.000 workstation but only the 600 I am resposibile for? We have one big domain without OU's . Network scan ex 125.25.118.0 don't let me get any informationn except IP adresss - WMI and DCOM/COM has been enabled on server where Service desk is running
Importing Solutions
How do I import a solution into the mysql servicedesk database? Say something like: Add_To_MySQL "Title","Contents","AttachedFile","Keywords","Topic" Or better yet, since formatting is an issue: Add_To_MySQL TAB_DELIMINATED_FILE.CSV? Any ideas? It'd help us lots in migrating our old knowledge base into service desk. Thanks! Eric
Workstations not showing up in "All Workstations"
Hi, I am having issues with workstations not showing up in the All Workstations page. However, these missing workstations are showing up in the All Assets page. Why is that and how could I fix it?
domain scan over VPN connection
I am connecting to a client's VPN, and attempting to do a windows domain scan over this VPN connection, but cannot get it to show the OU. It jumps directly to scanning, but then shows 0/0 workstations. It scans for a few minutes, then comes back that it is completed, but no workstations found. This domain scan works if I am locally connected to the client's network (already enabled all firewall settings, etc) because we installed the free version on the client server, but we want to manage this information
Adding atachment to a contarct
could not add attachment to a contract :?:
SLA and escalation
I have tried to modify the SLA so that when a problem is not resolved within the specified time it is escalated to a more senior technician. I setup the criteria for the escalation, however, I do not know where in the requests this is triggered. How does a request know which SLA is in effect? and how does it therefore make escalation work?
Reports Rights
Hi I have a role for my technicians, they only can view, add, and edit requests and view, add, and edit solutions. Is there any way to allow them to access to the survey reports and/or a way to see the survey result for each request ? Thanks in advance.
Using alias URL
I recently setup in DNS an alias location for SD+ to be hosted so employees can remember the URL of SD+ easier (helpdesk.company.com). I also made this change in the alias portion of SD+. The site works fine, but whenever a $RequestLink hyperlink is given in a notification email the url points to the following. http://hostingserver:8080/http://helpdesk.company.com:8080/...... which of courses failes. Is there a way for me to remove the hostingserver section of this url? I dont really want to confuse
Tech does not get notification + where is the survey?
My notifications are working for users (requesters). Each requester gets an email after submitting a request and when the request is closed. However, I (the tech) am not getting notification that a new request is in the queue. I have enabled that option under notification rules. What would be holding up the email? Also, I have set up a survey, but where do I go to view the results? Should these also be emailed to me? (if so, they either aren't get filled out or have not been emailed.) Thanks for
Adding requesters
I've noticed a couple missing features for adding new requesters. If I create a new user on the domain, I cannot add their user ID into SD+ without setting a local password, which I don't want to do. I only want their domain login to be valid. So then I am forced to do a complete reimport of all the users in the domain. I would like to see an option to import specific users from the domain as opposed to doing a mass re-import or manually adding them. Also, when I do a mass re-import of all domain
Not all OU shows when trying to import users from AD
Hi! Using 30 day trial installed with non-english language on a Windows Server 2003 SP1. Build 5501. We are currently evaluation this product and will def. buy it (99% sure) and have some issues right now with two things. 1. When trying to import from AD some OU does not show. Have read about it here in the forum and nothing helps. Right now I use NETBIOS names everywhere. DNS names does not work better or worse. 2. When scanning my windows domain for computers it almost only find servers. Some few
Link to ItemID
I am trying to create a report based on fields in the inventory, assets screen. I have found the assetdetails table, assetowner, assetdepartment and assetri but cannot find where the itemid in assetri links to. Any help would be appreciated. thanks in advance.
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