Template change for standard requests
Does anyone know if there is there any way to create template changes for standard activities. For example, when we get a 'new starter' change request, there are a bunch of tasks that always get assigned to this change: Provision PC Create AD Account Set groups membership Allocate phone number Provision mobile phone What we are looking for is a 'template change' that has all of these implementation tasks already attached. So when we get a service desk request for a new starter, we can associate
Asset Scan Name / Product overwrite prevention?
I'm running into an issue with network scan feature for collecting assets in SDP 9121. Basically I am using snmp scan on an IP range that our security cameras are on. It doesn't pull in much data (it actually detected them as printers at first), so I fill in a lot manually including the Name and Product fields since it names them the IP address by default. Everything is fine until I run the scan on that subnet again, and all of my custom names get overwritten with the IP addresses, and the Product
Business Rule To Change Template
Dear All, We only use email to generate requests in SDP. We are not using the web interface. To help improve our support process, we want to have templates applied to incoming requests based on business rules so we can use standard checklists for certain tasks. I finally got business rules to apply to incoming requests and assign a specific template to the request base on the business rule. The only problem...the template overwrites my original request. So we loose the original request detail.
Why does Technician Auto Assign - Assign Jobs to people on leave?!
Why does Technician Auto Assign - Assign Jobs to people on leave?! It seems like a really good tool, however if it assigns jobs to someone that isn't even there! Its pretty god dam pointless isn't it... Please tell me how i'm meant to configure this as i've done the following, and the jobs still get lodged under the tech that is on leave:
Windows Phone 8 app
Might be a small market-share at the moment, but I would still love some sort of app (full-featured isn't even the most important part) with the eye on this share growing.
Can't configure Windows Agent for asset managment
We just started trying to use asset mgmt and I'm having trouble getting started. I'm trying to configure the windows agent but it always says "Failed to upgrade agent settings". Also setting a schedule shows successful but when returning to that page no schedules are set.
Assets Discovery Problem
After scanning with windows domain scan, network some of our computers are still showing in failed workstations in assets tab. I am trying push manual inventory through standalone scan through script ae_scan.vbs. It shows the inventory has pushed in asset tab but the there is no resolution. I am stucked with this inventory problem please help me out in this regard Regards Mooez
How can I delete a managed software that has been used for a purchase
Hi, We're looking to clean up our managed software list, the problem is that many of those softwares have been used in the past to create products that has a closed PO attached with. How can I delete those softwares ?
How to add Project Description to report
Hi, I'm 1st Time user to Forum. I need to add the "ProjectDescription" column to the following queue statement, but have been unable to get it to work. This is the project description field you see when creating a new project or if you do an edit on Project Details tab. Thanks SELECT projectdet.PROJECTID "Project id", projectdet.TITLE "Title", <<<<<< PROJECT_DESCRIPTION projecttypedef.PROJECTTYPENAME "Project Type", projectprior.PRIORITYNAME
Issues with alternate name
Please we have observed that the alternate name we use on the MESD+ seems to have an issue whereby it works sometimes and then after a while it stops working, during troubleshooting within the same system via ping and NSlookup, we realized that we get response from the server via its alternate name. Using 9.0 Build 9043
Upgrading via multiple Service Packs?
Hello, We're on 9.0 Build 9044 and are planning to update to the newest version (currently 9.2 Build 9202). Do I need to fully follow the steps for each Service Pack to reach the latest build or can I simply: 1) Stop services, 2) apply all Service Packs, 3) Start services?
Tasks
Hello, I wonder if they can help me with the case below , I need a report to give me the following information: - Task ( All information, eg , job name , responsible, job type , etc . ) - Time spent in each of the tasks
New Report
Hello, I wonder if they can help me with the case below, I need a report to me the following information: - Request - Request Status (all status it passed) - Time the request was in each of these status - Date - Technical taribuido It's possible??
Disable or hide Dueby Date
Hi, Any chance to disable or hide "Dueby Date" on request? I just want to "respect” Response DueBy Time and completely discard "Dueby Date", even if I set SLA to resolve request with 1 day or 2 years, I want hide this field from requesters. Thanks in advance. I'm running last version SD plus 9.2
out going mail not working
out going mail set but not working mail using Version : 9.1 Build 9101
Open Incidents
Hi, The standard reports allow a technician to see all their "Open Incidents" that are currently assigned to them. When a ticket goes back to the requester for further info etc. we lose sight of this ticket for the technician. Is there any way we can run a report that would pick up the active incidents they own as well as those the technician has previously owned but are with a requester for action ? We're on 9120. Thanks. A
ROLL BACK
one of our user accidentally merge like 300 tickets into one ticket. and every tickets contains task. now this one ticket contains like hundred of tasks. is there a way to undo this action or roll back this action. any work around. please let me know.
history ticket
Dear Support, we are having an issue when we assign ticket to other Technician or technician to technician by using Mobile App's Application,it done not showing in the history that the ticket has be moved, we are using V9119
Adding replier's name automatically
When replying to an email from the requester, is there a way to auto-populate the replier's name? We know this can be done for the assigned technician, but can it be done for the person (who might not be the technician) replying to the message?
Spelling Error when Approving
After someone approves something the following text appears via web browser. Your decision has been recorded. Thank you for your co-operation. It should read... Your decision has been recorded. Thank you for your cooperation. If possible can this be changed?
Disable Subject and/or Description field
In many of our service request templates, we do not want the user to change Subject since it helps us with consistency of reporting and so on. Also, since the "Help" facility for users in SDP is non-existent or pretty much useless, we use the Description field as a help guide and rely upon additional fields we create to collect the information we require It therefore makes sense to allow administrators - who use or might want to use those fields in this way - the freedom to disable the Subject and/or
Moving Templates
Currently (we are still using v8214) we can copy a Service Catalog template into the same service group. It would be useful to be able to Move a template from one group to another. For example, if we have a service template called "Purchase Software" in a Service Group called "Application Management" and surveys show that it would make more sense to have it in a "Purchasing" services group, we currently have to to create the new service template in the "Purchasing" service group and deactivate the
Technician/group pop up
It would be more efficient to notify individual technicians or technician groups that a service request or fault report has been assigned to them or the group by popping up a small window advising them of the new ticket. Reliance upon the technician or technician group seeing an email is very inefficient given the huge number of emails that are received each day
Mail not sending from helpdesk
Hi We are using Service Desk Plus 9.1 with Data Base PGSQL SMTP settings configured with Gmail. (configurations we tested using thunderbird client from the tool installed machine) but mails are not sending out from the tool, while sending, mail sending failed message getting. how to troubleshoot this issue. Thanks Anoop PS Mob - 9995822232
Changing product type reverts back on next scan
I am changing the product type for all network printers to their actual model. Product HP-Printer isn't all that helpful if I don't have the model. When I create a custom product-type and save it, it reverts back to HP-Printer on the next network scan. Is there a way to lock it, or even better have the SNMP details filled in better? I could exclude them from scanning, but then I assume the toner levels would not update.
Enable mandatory resources
When we create a service template in which we use resources, a user can submit a request without checking any resource. While this is a silly thing to do, it does happen. Please provide a facility whereby administrators can require users to select a resource from a resource list
Show Suggestions to requesters while creating new Incident Request - It overlap and hide what user is actually typing
It's a great feature to help our user to suggest while they are toying the subject line to describe query/problem. However, most of our user find it annoying because it overwrap and hide the text that user is actually typing in. Our user is on Windows10 + IE11. Thanks, PS our ServiceDesk Plus is 9.1 Build 9121 at moment
Cascading pick lists
ServiceDesk Plus desperately needs a cascading pick list made available for use when creating both service and fault templates. At present, we only have the Category=>Subcategory=>Item cascading pick lists available. In our environment, we have many situations where having the ability to create templates (particularly service templates) with cascading pick lists would make it much easier for our users to provide information that we require in order to complete out work. For example, in our organisation
New/edited solution notifications
Hello, Does anyone know of a way to have SD send the new/edited approved solutions entire text out via email? For our organization it would be really helpful if the notification rule could send the entire body of the solution via email instead of just a link and subject. This would allow all helpdesk member to review the new solution without having to open extra links and/or see it on their phones/mobile devices in email. Thanks, -Rob
Query report on requesters create date
Hi, We would like to clear up the requesters in SDP, as we have over 55,000 and would like a query report to be written, to list out the requester details with the date they were created. Is this possible? Thanks Lynne
Warranty Information within Asset Auto-Discovery
I would like to have ServiceDesk agents scan and obtain server/desktop/laptop warranty information (Lenovo, Dell and HP devices), similar to what Spiceworks scans can do (http://community.spiceworks.com/help/Warranty_Scanning). This is critical to manage inventory and for policy compliance. Thank you.
Asset association from Request Ticket
There seems to be disconnect between assets and requests. It would be great to be able to assign an asset (I'm particularly concerned with leasing assets) right from the service/incident request. For example, I have a customer who is going to a conference and wants to checkout a laptop. They file a service request that indicates what type of device and the dates needed. The technician, from the request page, assigns an available asset and indicates the dates the device will be leased. This information
Integrating Manageengine with Document management system?
Hi, We have Document management system apps where all scanned document are saved. Customer raise ticket in ME but don't want to attach file. They want ME should be able to access data from DMS apps and they need not to download the item from DMS apps and manually attach in every single request ticket. Is there any way? Any suggestion? SDP 9.0 9048 PGSQL Mohammad Golam Rabbany Proud Customer of MESDP
Cleaning Patch directory in ServiceDesk installation directory
Hello The Service Desk installation directory has a Patch directory. In it directory located packed and unpacked patches files. It files can be delete? With respect. Igor Stepanenko.
Search dont work for Conversation List
Hello, we want to search a text string which was entered in a user (requester) reply mail. When i use the Search with "Search in Request", the string wont get found. I only can find it using the system log, but thats not okay because i want to see it in a result like search text from a request. Thank you.
Request Closure Details doesn't show all the text.
(Post relevant to ServiceDesk Plus build 9120) Hello I send the notification rule "E-Mail requester when a request is resolved". The requester can click on the Close Request Link an leave a message. The requester can type quite a long message (I think this should be restricted) Because in the request the message is going to be shortened and it's not possible to see all the text of the sent message. (Please see the Picture in the attached PDF) Regards, Markus
Sending mail after business hours
Good morning everyone, I wanted to know if it was possible to send the email different from the classic notifications after working hours . For example after 18 to send " your request will be read and take charge tomorrow from 7:45 " or We remind you that our engineers are present from 7:45 to 18 hours . I'm using the version Servicedesk 9201 , postgrest DB . Thanks for your help.
Attachment Timestamp
Feature request to add a timestamp to Request/Problem attachments similar to how they are managed under the Change module:
Managing Services within Service Categories in Service Catalog
Under the Admin tab / Service Catalog, there is a useful option at the top to "Manage". This option is very useful for managing things like Service Level Agreements and Additional Fields which can be applied to a single service category or across Service Categories. For example, when creating Additional Fields, it is easy to select the Service Category to which the Additional fields will apply. The additional field can be applied to a single service category or it can be set as a Common Field shared
Mail fetching problem.
Our company now has Microsoft email in the cloud. And it does not use POP/IMAP. From the forums I have read, it looks like I can not use that function. But we still have our old email system in place. When I tried to start the mail fetching it opened up old ticket and created new tickets. I had to stop fetching after it created 350 new ticket and emails. Any idea on why this happened? Thanks in advance.
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