Database Schemas
Hi support, When is the estimated date for the new release to include the details database schemas? waiting for your prompt reply. thank you. .sabarina
Access right
Hello, Could you please tell me when you plan to really optimize the access right management. For instance, for Purchase order one person need to have full control to be able to receive items. But if this person is having full control it means she can also approve purcahse order. If I want to remove the "approval" right, I've to remove "edit" level. But then the person cannot edit the purchase order, which means no right to mistake or update in case of new products. It might be quite useful to have
Service Desk Update/Updgrade
When do you expect to deliver the next update/upgrade to service desk? We are on 5.5 5507.
SD+: Report on Requestors & Technicians
Is there a way you can set up a report within SD+ to push out requestor and/or technician information with all of their associated tables. This would be very handy to be able to view things such as phone directories, locations, etc. Please let me know how we could go about creating this type of report. Thank you. Regards, Justin
Assign machines based on filter to department
I have used the inventory model and now 500 machines have come up. Now when i want to assign all these machines to particular department how can i do it. In the AD the computers are all in one OU and not in department wise OU. We have names of machine starting with department name like HR-John, HR-Joseph, ME-javed,ME-Shakir etc. Is there an easy way to either extract the data into excel and then import it back.
Where the database for HelpDesk ?
Where the database for HelpDesk ? Because I have problem HelpDesk I need backup for databse for user and Active Directory and Inventor and solution. Help me !
Outlook client issues with ServiceDesk
Hey guys, we're running ServiceDesk Plus version 5.5.0 (build 5506) on our server, and we seem to be hitting a strange issue. We have the email fetching enabled, and everything's set up so that mail sent to the HelpDesk email address automatically opens a new ticket in ServiceDesk. We also have it set up so that any replies to messages sent out through ServiceDesk using the Reply function automatically append the existing ticket. The problem we're having is that if someone replies to one of these
Authentication / Single sign on
Hi, Is it possible to have a single sign on rule so that when a user is logged onto the domain at their workstation they do not have to enter their details again to access the helpdesk. I have noticed the remember me tick box at logon but have also noticed the fact that when this box is ticked the username and password is stored in plain text in a cookie in the teporary internet files folder, that is not good, not good at all. I would like to know if it is possible to disable that tickbox as I do
Password import with csv
I am attempting to import user (requestor) information into ServiceDesk with a csv file. Since you do not yet support smartcard or passthrough authentication, it was suggested by your team to import account account info and assign local user passwords. All information imports from my csv file except for the password field. the passwords I want to import are in the form of "ABC123456." When I import the passwords using the csv file, the user cannot log on because of failed password. If I copy the
Problems to Create a Custom Report
Hello, I need to create a custom report which shows all requests that weren't evaluated last month. I tried to create a advanced filter which won't show any request whose rating were different than 1,2,3,4 or equal to none/""/0... It resulted in a report without any result, but I know that there are too many requests without an evaluation. How can I create this report correctly? Thanks for everything, Mauricio
Login Report
Is there any way to create a report for SD+ that would track how many and when users login? We are looking for a way to report that the users are actually using SD+ even if they are not creating tickets each time they login.
Security problem
Hi, I would like to point out a security flaw: the support files generated by Servicedesk consist of a couple of files that contain the password of the account that is used to scan Active Directory. Could it be possible to remove these passwords so that we don't have to do it manually? It goes without saying that a lot of people have been sending you (by e-mail, so unsecure) their passwords... :( Thanks Gabriel Gearip Siemens
Closed request encoding
I(my users) am getting this message when their request is closed. Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_286_5663787.1165324400343" ------=_Part_286_5663787.1165324400343 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable <p>Dear Matthew Toy, Request raised by you was closed. The title= of the request is : Matthew Toy</p><p>test test test= test test Resolution is : </p><p /><hr /><p /><p /><p>Novell:=C2=A0=C2=A0= =C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=A0=C2=
adding reporting to tech role
Hi We have a separate defined role for one of our departments, can it be added in a future update so that I can choose to add the function so that they can create reports for themselves. cheers
Report dates in american format
Hi, when I generate reports within SD I always get dates in American format MM/DD/YYYY. Is there a simple way to change this to UK DD/MM/YYYY format? thanks
Since 5008, cannot authenticate with Active Directory
Since upgrading to 5008, I can only do Local Authentication. When I select my domain and enter my domain credentails, it fails to log me in. This worked before I upgraded.
reopening purchase orders
Hi Is it possible tp edit a closed purchase order ( i need to edit the number of items recieved ) thanks for all the info and help Paul
Inventory feature requests
I'm in the process now of setting up the inventory portion of ServiceDesk. Here's some features I'd like to see: Network drive info for currently logged on user in all operating systems, not just Windows 2000 (they do not show up in scans on Windows XP machines) UNC paths that the above-mentioned network drives are mapped to (i.e. \\server\sharename) Username and mapped network printers of currently logged on user A lookup table for locations instead of manual text entry of location into every workstation,
Table with survey results
Can you inform me which table stores survey results? I would like to clear out the test survey results that were entered prior to putting helpdesk into production. The mysql command to do so would make a nice gift as well.
Merging requestors
Is there a way to merge requesters? We are encountering issues if a request is sent from a separate email address not currently listed in the AD-integrated users. This causes an additional requester entry to be created, and we lose the ability to track department, etc. Alternatively Is there a way to limit email submissions to from: addresses currently attached to a requester?
Right to left language support
SD+ supports Right to left language like arabic in the text boxes,but combination of arabic & english dosen't support in text boxes + knoweldge base dosen't support seraching arabic on database. is there any solution for this issue?
Scheduled reports are blank
I have a few custom reports set up. They run great when I run them manually including when I save them as pdf or xls etc. However, when I set them as scheduled reports, the PDF that we are emailed is blank. Is anyone else having this problem? Thanks Gavin
Cannot Connect to others domains *We've Tried everything*
Hi all We've seen a lot of messages in this forum about the same, connect to anothers domains In our company there are 6 different places where we have servers (each one is a domain) in the same net-lan. We are trying a evaluation version of ServiceDesk but we cant connect to anothers domains out of our main place. If we made a domain scan, we can see the "organizative level" of the domain controller, but we cant see the computers in it. I think the problem is that I put the domain password, but
URL of the request
Hi guys, When a new ticket is created and assigned to a technician, the technician receives an email notification informing him of the details. One of the fields in the notification is the "Request Link" which is supposed to take you to the actual request. This is where the problems exists.... The URL mentioned in the email is the correct one, but once you click on it the actual URL in the address bar is something different. The machine hosting servicedesk is placed in the URL twice (see screenshot)
New Domain controller, can't authenticate
We had our domain controller die on us last night, and we got a second one put up. Service Desk appears to be running fine, but even after starting and stopping, we can't log in with any of our credentials. Obviously we had authentication set up through Active Directory, but I am afraid SD is still looking for the old Domain Controller to authenticate. Is there a way to 're sync' SD so we can authenticate again, or am I way off base on the issue?
Java.exe 100% CPU utilisation
We are getting this problem on a regular basis and must restart SDP to correct the issue. We are also seeing this error in the windows application event viewer at about the same frequency of occurrences. Please advise. Event Type: Warning Event Source: MySQL Event Category: None Event ID: 100 Date: 29/11/2006 Time: 14:15:44 User: N/A Computer: XXXXXXX Description: Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them For more information,
Time database fields
Hi, Could someone please help me to convert TIMESPENT fields to hh:mm:ss. I get numbers such as 97200000, or 71000 but do not know how to convert this. I can't use FROM_UNIXTIME because I am using an Access database for reporting. The data is stored in Access, therefore it must be queried in Access. Beforehand the data is imported from the MySQL database. Can someone please help, we need to do the first month's billing. Peter Bardenhagen
Push Inventory update
Hi all, We are currently testing SD+ and planning a live implementation mid january. But we are missing some features in it: priority high: Pushed Inventory Update We have allot of "moving" users, laptop users who aren't always in the company, only from time to time. So allot of them aren't getting indexed in the inventory list because they are not connected during audit time. is it maybe possible to let their pc send a message as in "scan me now" to the SD+ server when they logon to the Active directory
Deleting departments
I recently updated all the user accounts in Active Directory with current information such as job title, phone numbers, and department names. I am now trying to delete all the unused department names from ServiceDesk. The problem is that several of them claim to still be in use by a module, and therefore can't be deleted. I have gone through the requester and technician lists to confirm that no users are linked to those departments anymore. I also modified all the old helpdesk tickets to point to
Time limit for requests on hold
Hi I have a job that needs to be put on hold (which is not a problem) we want it to come off hold on a particular date and time with a reminder/notification sent to advise the ticket has come off hold. Is this possible at the moment how do I do it? If not can you schedule it in for future update? Thanks
Techinician new request
When entering a new request as a technician, once entering the requestor name, is there a way that the workstation associated with that user will populate itself. (assuming it is assigned).
Reports - Software Asset Report
Hi, I was looking at the reports side and i couldn't find anyway to print all my companies software asset. I.E. What is in use and what is free. Microsoft Visio Total 7 Installed 5 Free 2 This would need to be a full list of all software assign as assets to all Workstations. I've found a screen with some of the details i need on which is located at Software Summary but this screen doesn't have all the information i need and i can't find any where to print this information has a report. (I seleted
Exchange Server & ServiceDesk
Is it possible to set up ServiceDesk through Exchange server? We have just changed from a POP3 / SMTP email system to Exchange server and now we cant send replies to anyone who uses ServiceDesk. Thanks.
Where are the SLA violation reports
Hi all, Is there a pre configured SLA report in Service Desk? Ive had a look around and can seem to find it however the web page mentions it? Thanks Brett
Back Up
Is there a documented method to backup the SD installation and move it to another server? We've outgrown our current server and need to upgrade, but we don't want to lose all of our history.
Assign Category to Groups
Is it possible to assign a category to a group?
Cannot authenticate to Active Directory in 5008
I just upgraded to 5008 and can no longer authenticate using Active Directory credentials.
sync the solutions �topic� list with the helpdesk category
Hi All Is there any way to sync the solutions �topic� list with the helpdesk category list ??? Thanks Paul
Technican to change requeser information
I want to allow the technicans to be able modify requester details such as phone number cell number etc. How do I accomplish this?
Importing from csv
Hi Guys. Just purchased Service desk and currently setting up and configuring. I have noted that you can import Requesters from a csv(thankfully!). However when i try it fails. This I assume is due to my CSV's layout is not what the software is looking for. What table titles do I use to get this to work? I have attached our staff file: I would like the three letter abriev as the username and a standard password of : help many thanks Simon Hollingsworth Stanground College Peterborough:
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