Time Tracking
Is there a way that the product can automatically track time spent on a particular problem without having to enter it in manually? Unable to find that option. There is only a Add time entry which is a manual entry.
Technician's Request View - Default?
I created a custom view for a Technician that shows all requests that are not closed. When he logs in every day, the default view is "Open Requests" when he clicks on Requests for the first time. I would like it to default to the new view I created. Is there a way to have this be the default view when he logs in for the first time clicks on Requests?
Move entries from "Additional info" to "Additional Asset details"
Hi, Any suggestion how to move Workstation Asset entries from the "Additional info" -fields to "Additional Asset details"? Additional info is only available on workstations and servers. Open to any suggestion (except manually copy every entry, field by field :). We are using MS SQL 2005 Express as the database. If you wonder why, we had to import the information from the previous database, and the CSV-import only allow to use the "Workstation Additional Info" -fields. These field topics are common
Expand scheduler abilities to post company non-work days and work saturdays.
Expand scheduler abilities to post company non-work days and work saturdays.We would like the ability for the scheduler to show our company holidays, shutdown days and production saturdays. This would be very helpful in our scheduleing of changes and major work being done.
Upgrade to 7.6 failure
When upgrading my test environment to 7.6, I took a database snapshot from production and upgraded to 7514. When I did this, I received database null constraint errors that I got past by editing the updatemanager.bat file to ignore errors in the processorinfo, softwarelicenses and wordmap tables. This seemed to work fine. When upgrading to 7.6, the process failed with the following error: java.sql.SQLException: Invalid column name 'LICENSETYPE'. This is the same error I was getting when updating
Received email saying approval was taken on Change but Approval in change did not update.
Received email saying approval was taken on Change but Approval in change did not update. See attached screen shots.
SD reusing ticket numbers?
When we send an email to Service Desk it assigns a ticket number and replys back via email. However it is assigning old ticket numbers. When I go to the ticket number it has nothing to do with the original email. We are on SD 7.6 Any help would be great! Thanks Marty
SD+ 7.6 urgency and impact
In playing with the business rules I notice reference to urgency and impact. The manual (not updated for 7.6) mentions that I should see in the admin tab under help desk customizer a link to impact and urgency in the side bar. I do not see these links. Am I missing something? How can I use these fields? Thanks
Technician Roles - Advanced Permissions
It would seem that the permissions are not quite as fine tuned as I would expect. For example, if a technician wants to edit their notes, they need the 'Delete' -> 'Editing/Deleting Others notes' permission set. This means they can edit every note registered as well as their own. Surely this needs to be seperated so they can either, edit/delete their own notes/work logs/tasks or do so with everybodies. I don't really want my technicians being able to change other technicians notes. Perhaps I'm
Incident Requests and Assets
Hi Assets are assigned to users, when an incident is logged for a user the request is "assigned to that asset" and appears under the requests tab for that asset. over a period of time a user may log many incidents that are not asset related, is there any way to indicate on a ticket whether the request is related to that asset? otherwise you have a false reading of how many requests that asset has had. i dont want to see a request from a user to update intranet details for example, being attributed
Upgrading to 7.6 broke RTF editor for Request Template "description" and "resolution" fields
Since upgrading to via patch from 7.5 to 7.6. The Request template fields "description" and "resolution" do not work when (both in IE and Firefox) copying and pasting RTF formated text into these fields. Previously formated text in these fields also was lost during the upgrade. Now, we are resorting to basic HTML to format text, and it does not work well at all. No more copying and pasting from Word or Excel. :(
All fields should be editable/ configurable
All fields should be editable/ configurable ie. Request status, we should have tha ability to change or remove any status to meet our needs.
Report from V7022 no longer working in V7514
Recently upgraded from 7022 to 7514, and now found that some of our custom query reports no longer work. Just throw Java errrors. Please advise how to fix the report, I guess some fields have moved tables. Query: select sI.workstationname as "Computer", ress.displaystate as "State", swl.SoftwareName as "Software", swl.filevendor as "Manufacturer" FROm systeminfo as si LEFT JOIN softwareinfo as SWI ON si.workstationid = swi.workstationid LEFT JOIN resources as res on res.resourceid = si.workstationid
Help with Report Query
SD+ I'm currently trying to run a report which would enable me to view the following. The query I would like would show the following: Workstation Last Logged In Service Tag Rescource Name Resource Tag Barcode IP MAC Address Total RAM Total HD Capacity Total HD Freespace I've managed to get the following Workstation IP MAC Address Total RAM Total HD Capacity Total HD Freespace But I can't seem to find the required info for Last Logged In Service Tag Rescource Name Resource Tag Barcode Can I be cheeky
Notify requester about Change registration (status update) and change contents
Hello, Very often our requesters asking me why they was not notified about the Change creation event based on the request which was created by this requester (we use the separate incident type for these sort of requests - "Change request"). It is logical that if requester created the incident with a type "Change request" he has rights to anticipate that this request will be resolved/denied or the Change will be created and associated with this particular request. Have you intention to add this feature
Multiple Email Addresses Registered To A Single User
Currently, SDP has a single email address registered for each of the requesters. It would be very convenient if ServiceDesk plus can have more than one email address assigned to a single user. Some organizations may have multiple domains and having the flexibility to use either of their email accounts.
Email Technician when Note is added by default
Hi is it possible that the technician could be emailed by default when a note is added to the ticket rather than having to tick the "Email technician" box on each note? Regards
What/where does the searchfunction search for?
When I use the search function at the left side and I select Requests, does sd+ search in Subject? Description? Notes? Requester conversations? Worklog? Solution from the request? Thank you for your answer. Mark Flothmann
Need ability to show more than one approval from the same Cab member
Need ability to show more than one approval from the same Cab member. Reason would be that we want the Cab member to approve the plan for a Change and then to also approve the testing results before the Change in put in place and then to do a post implementation approval saying they agree that the Change is working correctly.
Feature Request View
I have asked for a number of usefull features, however other than an E-Mail with a reference number I have no view of what I have asked for. It would be really usefull if I could see the features I asked for not just have a record of the reference number in an E-Mail which does not tell me much.
Posting a screen shot into a new request
Hi there we're currently using 7.5.0 Build 7506 The issue we have at the moment, our users can not take a screen shot of there error message and paste it into the new request. Is there an option we need to turn on to enable this? Regards
How to handle duplicate software
We're finally starting to make use of the license monitoring features of ServiceDesk Plus. One problem I've encountered though is that some apps don't upgrade cleanly. In this instance I'm trying to setup licenses for Adobe Acrobat 8, except each user can have two instances, Adobe Acrobat 8 and Adobe Acrobat 8.x.x, as the patch looks like it sets up its own entry. Both show the same version number. I assume others have run into this and was wondering what the best way to handle it was. I can't exclude
SDP 7600 cannot fetch email as previous build
after upgrade to 7600, SDP cannot fetch email as previous build. we do not change any setting. I checked the log file, found it can only receive the first email in mail box. After I enabled the "e-mail command" option, SDP can fetch all email. I want to know it is per design or a issue?
CPU usage became 90% over after I upgrade to 7600
After upgrade to 7600, when SDP startup, the CPU usage of SDP server always keeps over 90% (the java process). Any others met this issue?
Solution IDs Jump by 300
SDP Version : 7.5.0 Build 7514 We've recently begun using the Solutions portion of SDP. We noticed that every 5 entry the ID jumps by 300. (Please see attached image.) I would assume that this is not supposed to hapen.?.
Sender contains and Sender does not contain at the same time
I have an existing "Sender Contains" rule in the Notification filter. I need to add a "Sender Does not contain" rule to stop notifications outside of our domain. When I add the "Sender Does not contain" rule it replaces the "Sender Contains" instead of adding it as a second rule. Is this normal and if so is there any other way to get the desired result? Thanks, MM
Enhanced Business Rules
Business rules should be enhanced so that the action can make changes to any adjustable setting. Additionally, business rule actions should be able to do other things such as send an email notification when a rule is met.
SQL 2008 support?
I'm currently looking at migrating our servicedesk install to a dedicated virtual server(some of the services on it's current shared server are unstable and causing downtime not realated to the servicedesk software). We currently have the data stored on an SQL2005 database server, but our company has since installed a SQL2008 server for the purpose of moving over databases like the servicedesk to. Can I verify that servicedesk will work with SQL2008? and, is there a migration document that might
The issue for editing worklog or timespent ( in 7600)
When I try to edit a worklog (timespent) for other (not me) technician, the "technician" changed into "Me" (login technician) automatically. Is this a bug? or per design? (In previous build, the technician kept old technician, not changed). Please refer to following image: Berfore edit a worklog, its technician is "刘思远“, then I click "Edit" icon, in the popup dialog, the technician changed into myself (logined technician - 李贵全) automatically, not the original technician. Hope SDP can keep the original
Duplicate workstation problem
Hi, We have MANY (possibly over half) the workstations duplicated. (See attached). I cannot just delete one of them as BOTH of them have service histories that we need to keep. Is there a way that I can eiher merge the workstations or move the history from one to the other so that I can clean up the database. The big issue we are facing here is that we have run out of workstation licences because of this. I need to fix this as the licences are EXPENSIVE!
Make expansions in Technician view under admin tab
Would like to see the ability to search for a specific technician within the Technician view under the Admin tab. Also the ability to add selection in the view ie. Technician additional fields, or especially what roles a technician is in. Then you could sort by that and be able to see who all has what roles ie. Administrator or Change approver.
Ability to have multipul selections in additional fields.
Need the ability to have either to be able to select multipul selections from the list in an additional field for requests and/or the ability to have check box selection like in the IT Services area. We use ServiceDesk for our ITR (Information Technology Request) Form, where end users put in for access and hardware for new users and changes to exhisting users and this would be very helpful in doing this. An example would be to have an additional field for say hardware and have a list of hardware
Using Workstation Import to update information
If I import workstation information should it update existing records? I ask as I have a batch of workstations that need their names and domain changing and at present we can't scan them to get the update automatically. I had expected that if I prepared a CSV import file with the new workstation name and old Service Tag in it the import would note that it already had a device with the same service tag and update it. What I found was 2 assets in the system with the same service tag, the old and new
Printer Supply Query
Is it possible to run a Query that can show the levels of supplies? Or perhaps to also include a limiter as to showing all below a certain level remaining?
First Response SLA
Under criteria, there should be an item named [ALL]... Selecting this would apply the SLA to ALL service requests regardless of the other criteria set. Without this functionality, any changes to other criteria items will require me to manually change the SLA to cover the new changes. Additionally, we should have the option to not require the resolution time, as SLAs that require expedient response time only don't necessarily require that the resolution time be set.
can you back up configuration separately from data?
I want to configure 7.6 SD+ on a test box with fake tickets. When I am done, I would like to transfer the configuration (business rules, templates, etc) to the live box with real tickets. Any way to do this?
Quicker way to mark a request as "resolved"?
We love the feature where a "resolved" ticket automatically emails the requester and asks them to close it. However, there isn't a quick "resolve" button like there is for "close". It seems you have to click edit > select "resolved" from the status field > click update request. Is there a quicker way? Jim Goings Webtrends 7.5.0 Build 7514
7.6 Mobile Client and LDAP
We are unable to login to the mobile client using LDAP authintication. It asks for a domain and the only choice is WORKGROUP.
Refresh interval on Requests Page
since the upgrade to the new hotfix, the "Refresh interval" for the administrator's "Pending Requests" page has disappeared. Is there a way to bring this back, or access it via another means? it has defaulted to a refresh of "never", which is a big issue for us as we manually assign tickets as they come in.
Possible to see email headers within servicedesk?
We just "migrated" from our old helpdesk system to ServiceDesk this week. One of the major concerns we have is that we can't see the email headers on incoming emails and replies. Is it possible at all? We have two issues that make us want to see the headers: 1) We are troubleshooting why some requests aren't getting auto-assigned to a group, but without seeing the headers, this is difficult. 2) It would be nice to see who was cc'd on incoming requests and be able to respond to them. Jim 7.5.0 Build
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