Domain Scan
Hi there, I am having a problem scanning one of the domains (student) we use. It is set up correctly for a scan, but does not seem to find any workstations and says scan complete. The other domain (staff) scans without problem and finds all attached workstations. Curiously if I do a single scan of a known IP of something in the student domain it can scan it without a problem, so the firewall is not an issue! Any help would be much appreciated Thanks Simon
Export Scanned Software
Hi, Maybe i just don't see it but maybe you guys could help me out. I have a question we are using advantnet servicedesk plus Version : 5.5.0 Build Number : 5501 and i was wondering if there is a way that we can export our scanned software. I hope to hear from you, Cheers Patrick
Problem backup to restore
the backup in 5002 do not restore in 5003 for what????
Service Desk Domain Scan
I am having issues with the domain scans in service desk. I have followed the instructions in the forums, modifying the com+ permisions and all the other settings presented. I have made holes in the windows firewall. I have roughly 30% of my machines that are actually getting the scans done, the others are configured the same way. I have two machines side by side, one will scan, one will not. I am on the latest version of service desk 5.5 5507. I have just went over this for the past two days and
Technican editing requester information
How do I allow technicans to edit requster information eg:phone numbers etc
ServiceDesk on Russian
Hello! How I can translate ServiceDesk on russian? Any request is - ????????????.nHalf of users not understand english interface. Please help!!!
Requester Cant reply
How come Requesters cant reply when i am asking them a question? they dont have the reply button when they log in.
Resolutions vs Solutions
We would like to see the ability to enter Resolutions and then be able to search and reuse them in future requests. Similar to the Solutions for the users point of view. We want the two to be separate and searchable.
E-mail Fonts
Any chance to adjust the fonts when writing and reading e-mail?
Vendor list
Hi I am starting to really get to grips with the Service desk questions is it possible to make the "vendor list" into a contacts list to find phone numbers, email addresses etc. And can you change the PO template ??? Thanks for the minute Paul
SLA + Diff. world times
As I live in the US and work from Mon-Fri. and My boss who is located Outside the states and works from Sun-Thurs. THe SLA times are getting messed up. How can we fix this and how have others worked around this???
page 1 of service desk forum
dont know if anyone else is coming up with this error but when I go into the service desk forum the first page has only got 4 topics I have to go to page 2 to get the rest
view my pending AND my open AND unassigned requests
I often find myself going back and forth between request views, My Pending Requests and My Open or Unassigned Requests. Is there a way to combine those two? Or is this the only way without seeing other technician's requests?
Moving data from microsoft to linux box
Hi to all we are looking at moving service desk plus from a Microsoft server to a linux server is there any way to save and move the data to the new box ??? thanks Paul Stott
SD Licence
We are currently on the 5.0.0. version of SD. Our licence expires in about 40 days. What is the best way to go about renewing this licence? Many thanks George
Active Directory Import
I'm trying to import my users from Active Directory in SD+ v 5.5 build 5507. I choose my OU to import and click on "Start importing" . SD+ enumerates the users and starts to import, but all of the imports fail. Any idea, what could cause this? Regards, Luc Hagen
Workstations Report
Hi there! Im a new user here! I'am trying to generate an Inventory Based report to make a list of all Workstations in my database ... It's really useful to me that the field "Last Scanned" appear's on this report! The problem is that i just can't select this Field at "Report Wizard" in the "Display Columns" screen! There's any "trick" to make this field appear in my report ? Thank you very much!
Adding new vendow tab
HI to all Is it possible to add the �new vendor� tab to a basic user logon and is it possible to change the PO template ?? thanks Paul
External Customer Workstations Import
We are evaluating SD+ purchase. We provide support services for several external customers. (Requesters for us are customers ) As I see we can only add workstations manually (one at time, too much work) or scaning domain but this option does not fit our needs because are external customers as I mentioned. Is there any way to import all workstations from an CSV file. Why not to create a special software to scan workstations in externals networks and then import the data collected into SD+ ? I think
Location of additional requester fields
I have added an additional field (location) for requesters. I cannot find which table this field resides in. Please inform where custom requester fields are located. As an aside, my assessment is that the built-in location field is tied to a department. What if a deparment has multiple locations? That is why I created the custom field location. Could it be made possible to display additional requester fields on a request's detail page?
Date/time not being displayed in custom report
I am running the following custom query: Select A.title AS RequestTitle, FROM_UNIXTIME(A.createdtime/1000) AS Created, B.first_name AS Technician, C.first_name AS Requester from aaauser as C INNER JOIN (workorder as A INNER JOIN (workorderstates as D INNER JOIN aaauser as B on D.ownerid = B.user_id) on A.workorderid = D.workorderid) on C.user_id = A.requesterid ORDER BY Requester; The Created time always comes out as blank (see attached screenshot). In fact, I can just run a simple query like: Select
Importing info into requester additional fields
The way we work we ask our requesters to provide 3 secraty questions to confirm there identity when requesting a password reset. We have added 3 requester additional fields (1 for each answer) what we need to do is import all the info from our old helpdesk into SD+ We can export for our old helpdesk to a spreadsheet but how do I import a spreadsheet?
Deleted Requests !!!!
Anyone help ? Im looking to list/report deleted requests from SD+ regardless of status ( open/closed/on hold ) at time of deletion
Time Spent Report Amount Decimal Places
When running a Time Spent Report the dollar amount has 14 decimal places. Is there a way to change it to two decimal places?
Citrix Neighborhood, Patch 5507 and Constant debugging
After installing patch 5507, we are now getting constant debug errors when accessing service desk through citrix neighborhood: A Runtime Error has occured Do you wish to Debug? Line: 3462 Error: Unterminated string constant In prior patches we have not received this error. Any work around and is this a known issue? Thanks, Brad
Looking for Group field in the custom reports
We would like to create custom reports using the group field (selecting, grouping and filtering) but cannot seem to find it. It cannot be missing, can it? Pls advise where to find. Thanks / Matt
AD Pass Through Authentication
Is there a way to enable AD pass through authentication - or does the user have to physicaly sign/login each time?
Outgoing Email
We can't seem to get outgoing email working. Incoming is working just fine, we receive the requests. When we try to reply, we get a generic failed message. We are running groupwise 6 on a novell 5 server, the outgoing protocol and port is set correctly. It doesn't seem to be getting out of the helpdesk server because we don't see the message hitting the post office on the groupwise server. Is there something else that needs to be set?
"Watching" tickets
Does SD+ have the ability to allow a technician (or manager) to "watch" the status of a ticket (ie getting email updates when a ticket is updated or closed)? Tried searching the forum...but the search feature doesn't quite cut it... Thanks.
Blank Page after adding ServerMonitor
Hi, I've tried to add an AIX monitor several times from the link below: http://192.168.5.13:9093/adminAction.do?method=reloadHostDiscoveryForm&type=SYSTEM:9999&haid=null After I fill out the telnet information and press submit I am taken to a blank page: http://192.168.5.13:9093/adminAction.do?method=configureHostDiscovery I've tried several times, Each time I do this Applications Manager is connecting to the AIX box and running 'uname -s' but no monitor is ever created. I just did a reinstall of
inventory of assets not connected to network
We are evaluating Service desk plus 4.0. I want to know is there any tool by which we collect the information from remote assets and import into SD+. Lot of users are travelling or sometime the assets are placed at a place where no connectivity is available . Domainscan can not work. What should be done in such cases. Thanks
automatically insert data in the "requesters" tabl
Can I automatically insert requesters? I need to do that because I have another application that manages users, and as soon as a new user is is inserted, I need to have it defined in the ServiceDesk database Thank you Rakk
Technicians
I downloaded ServiceDesk and set it up without adding any of my own information to first check the application out. Thereafter, I noticed that I had 4 technicians listed with name and phone number. Why would I have technicians listed which are not familiar to me or our company? Any answer is appreciated. pdgold
Mail notifications stopped due to spam message
Hi All, We have been evaluating ServiceDesk plus and have installed it on a Linux server. I turned on mail notifications yesterday afternoon and it worked fine. Last night at about 7pm it stopped working at the time a spam message appeared in the IMAP mailbox. Obviously the spam message was causing the problem. I deleted it and restarted the server running ServiceDesk and that fixed the problem. I am just wondering how often I can expect this problem to happen and when a proper fix is expected. I
Support and Services in Mumbai-India?
hi, i am pretty impressed by the servicedeskplus software. i have a few queries. 1) is the "Installation & Training" package available in mumbai-india as well? 2) are there adequate after sales support facilities in mumbai-india? thanks. sid
Business Rules Not Working in SD+ 5.5 (Build 5501)
I'm trying to create a business rule that takes a custom field as it's only criteria and then sets the Priority to High. I've read the other posts on here about making sure the Default Values are not set, etc. and I've tried it with or without them and it still doesn't work. The only thing I have set right now for the Requesters is that it's a Mandatory field and they must choose a Priority when creating tickets but I did not set a Default Value for the Priority field. What do I need to do to fix
OpManager link
A while back, I had installed a demo version of OpManager to see if it was a product we would like to use. It didn't really suit our needs right now, so I uninstalled it. Now in the upper right-hand corner of the SD+ screen, that "Jump to" link for OpManager still points to the test box that I had OpManager installed on, which I don't want it to do. I want to reset that link to whatever the default setting was, which I can probably do in the database if I know which table it's in. Or if possible,
What customisations have you made in SD+?
Have you found a neat way of using the features of SD+? I was just looking at the REQUEST - ADDITIONAL FIELDS option in SD+ and I wondered what other people were using this for? Does anyone want to share any of their customisations with the rest of us? We are just using one field entitled: "Cause of job request" and we have entries such as: External error Software error System error User error User added something User changed something We just wanted to be able to analyse the jobs a little better.
Dropdown side menus
Hi, I would like the screen to stay as simple as possible, is there a way to keep the 3 left menus (quick create, serach and recent) collapsed instead of expanded. Each time I collapse them they re expand whenever I move to aother page. It seems weird they have expand/collapse buttons if they dont remember last viewed.
Asset Change History
Hi all, I've been following your forum for some time, particularly keeping an eye on the request for tracking asset change history. Is there any possibility that this function will be introduced any time soon? Thanks! John
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