Requester role
Hi, Can I modify the role for a requester, in order to give him more rights, without changing him as a technician? Thank you,
Notifications
Hi Is there a way to have notifications sent to requestors based on certian conditions? For example, If a request has been made with a priority of 'High' I want them to receive an email which specifies how long it will take for us to respond to the request. Same if its medium or low. Kind Regards Sharlene
import data in sql
Hello together, im just installing the trial version of ServiceDesk plus. Now i would like to import the data from our old software ( no ServiceDesk plus) in csv format? how can i do this? Is there any SQL Admintool like phpmyadmin for mysql and something for mssql? I now it would be difficult to import all data but would like to try it. thanks in advance
Choose Day when creating business rule
Hi I have come across a problem with jobs being created on weekends when nobody is the office to monitor them, they need to be dealt with by our on call person who is to be notified by email. On a saturday or sunday the jobs will come in and sit unassigned until someone physically puts them in a group. I need to be able to create a rule that looks for the day so it can assign them to a group that will contain the person on call. thanks
report on duration of allocating calls
is there a way i can generate report on the response time by the administrator in assignign the call to the technicians? that is, once the call has come in how long does it take for the administrator to assign the call to the technician, how long does the call remain unassigned. since we have more than one administrator, can we have group by the administrator names tahnks!!
7.5 Beta - Technician Leave Type
Is there any chance the leave types could get an option to change the colour code assigned in a similar manner to the new priority colour coding options? I can see a use for tracking time off and sickness using this facility and at present all leave types are given the same colour making it difficult to distinguish between them. Cheers John
Editing request gives "parent.editor" error on upd
I am attempting to edit a request because it was created with an incorrect subject line. However, when I click the "update" button a message box is displayed with the error message: "exception : 'parent.editor' is null or not an object" Any ideas? Thanks Jonathan
Notification via bleeper
in our Org, we are using bleeper as method of communication, so is it possiable to notify the technician via bleeper when request is assigned to him/her.
Service Desk stops working when Dell Software installed
Hi, We are trying to install some Dell Software Called OpenManage Network Manager. As soon as this software is installed and the server is rebooted the Service Desk service does not start. A log is logged in event viewer which says " There may be a configuration problem: please check the logs." I'm unsure how to check the logs so if someone could help me out that would be great. As soon as the Dell software is uninstalled i can start the Service Desk software... anyone got any suggestions on this?
Help with a custom Report Query
I would like to be able to produce a report each month (emailed out 1st of the new month) that lists out all the calls raised last month with there status eg open, closed, with supplier etc. Plus listing all calls that are still outstanding(open, with supplier, hold) from previous months. At the moment i have to run two reports for each department but would like this combined into just the one report. Anyone able to help with the query? The heading i would like are: Request ID, Requester, Priority,
HOW TO FIX ERROR CODE 527
HOW TO FIX ERROR CODE 527 AT SDP WITHOUT INSTALL IT AGAIN.RIGHT NOW THE SERVER IS NOT RUNNING. IF NEED IT, I WILL SEND YOU ALL FILE IN FOLDER LICENSE.
Report for the requests passes
Dear, We need a report where we can see how much the request (with connection to its sub-category/item) was passed between technicians till finally it will be assigned to the last technician. This statistics will help us to make categorization as easy as possible (we use categorization and Business Rules to assign requests to appropriate technician group). Could you please help us with this report? Thank you in advance, Vladyslav
Scheduler in 7.5 beta???
Hi I dont know if it is just me but i do not seem to be able to find the scheduler in this beta version. Can someone point me in the right direction or is it just not there. Thanks Mike
Adding attachments to tickets
It appears that after a ticket has been created, one has to edit the ticket in order to add attachments. I don't see this option under "actions" where I expected. Is there a more straight-forward way to add attachments to existing tickets?
Sending emails using Exchange
ServiceDesk plus will not send email notifications using Exchange 2003. I've added the IP of the server onto the "Allowed Relay" list and it's still not working. I've tried using Auth SMTP and not using it but still doesnt send emails. Any ideas?
Purcahse Order Permissions
It appears that even though you have Full Purchasing rights you cannot add vendors? This is essential in my opinon when raising purchase orders. Thanks D
Update departmen in Closed cases.
Is there some way to automatically update closed request whit the new User Department information imported from Active Directory. All new Requests gets the new info but not the closed ones, I would like to update this so I can get accurate reports.
Looking for description about XRumer 5.0 Palladium
Hello boys ;-) Anybody can give me link to the XRumer's homepage? Or maybe some information... Thank you very much!!! P.S. ��� �����...
Newbie ?'s (date format, Pass-through, multi-mailbox)
Hello all. I'm a new user and have a few questions I was hoping to get answered? I have setup the demo version of ServiceDesk Plus Professional build 7020. Everything is working fine, but I have run into these issues: 1) How can I change the date-/time-format shown in the request pane on incoming mail-requests? 2) Is it possible to make other users (besides the requester) get email notification about a given issue in progress? 3) I cannot get the AD "Pass-through" Authentication to work. The Active
Problems with Business Rules
Good day! We have ServiceDesk Plus 7.0.0 Build 7019. Business rules do not work, to be more exact we cannot form the rule. While selecting any criterion, it�s impossible to select Conditions.
method to send an e-mail based on a field change?
Is there a method to send an e-mail based on a field change? If a ticket is already created and a user or technician changes a field, say from low to high priority, I would like the system to create a mail notification. Since the ticket already exists the SLA and Business Rules will not work as they are only applied to new incoming tickets. Any ideas?
Reports by All Requests - not close to number of call IDs
When I run a reports on all requests and set the dates specifically to cover since when we started using SDP up to todays date, it reports about 10000 call entries. However we are up to request ID 17700. On the basis that each new call ID auto incremnets by one each time, then we have a discrepancy between our call IDs logged and what SDP reports are reporting ? Discrepancy of nearly 8000 ! Whilst Im prepared to accept that some calls are deleted and others are merged, this wouldnt account for anything
AD Imported users - can't tell which domain they came from
The AD user import function works great. However, after importing users from two domains, I don't see a way to tell which domain the user came from. My issue is I'm ready to turn a few requestors into technicians, but these folks have accounts in both domains and I'm not sure if the account shown is for one domain or the other. Their account names are the same in both domains. I'm not sure why we only have a one-way trust, but I'm working on that so the accounts in the other domain can be eliminated.
Right to change due date
We have role Tech 1 line, and give right to change request end other changes, role IM have full right on request But tech in this role dos not have right to change due date on request SDP 7020 MSSQL
Scanning Assets on Multiple Domains
We have recently purchased ServiceDesk 7 (Build 7018) and are experiencing a few problems when trying to scan some of our domains for assets. We can scan the child domains of were the helpdesk sits but cannot scan any of the other domains, we keep getting the following message: Connection to RPC server in the workstation failed. Having looked at the forums I can see that when you get this message it is advisable to allow Remote Admin through the firewall. I have tried this and this fails. We have
Close Accepted : No
Ok, maybe I'm missing something but how do I change this to Close Accepted : Yes? I have looked every where and searched this forum but have found nothing. Thanks
7.5 Release date
any news as to when this will be released.
allow requester to see requests in more than one department
currently there is a check box in the requester admin portion of SDP. The problem is have several managers that oversee multiple departments. Is there anyway to allow them to see all requests from that department also. This would be a great help. If there isn't does anyone know of a workaround that is worthwhile to use, not something that is gonna create more work. Currently I dump out reports weekly for each manager that has multiple departments.
Report Mailing in PDF/XLS/...
Hello, We have recently moved to Exchange 2007. We use the report scheduler to weekly receive a report of open requests and all. Only a few users in our department are already using Outlook 2007. Seems that all outlook 2003 clients don't see the attachment in the email that is received. On my outlook 2007, the same email can be opened, and the attached PDF/XLS is there without any problems. Also through webmail for all users. Only the Outlook 2003 clients don't see the attachment in the email. Anyone
Request Colour Code in 7.5
Hi I am one of the original requesters of this feature and it is nice to see that it is coming in to the next release. I am not sure you fully understood the request though. In my opinion it would be better to have the request change colour to indicate that it is getting nearer the due by (SLA) date Green - OK Yellow - Due by date near. Orange - Due today Red - Overdue You could even base this on a percentage of hours remaining against SLA The use of colour to indicate what the priority level is
What is the most stable 7 Build?
Hello, I currently support a small scale deployment currently running 6.0.0.6015, and have been browsing the forums to try and determine the most stable 7 build. I'm thinking 7015/7016 appears to be a good build to start with (before 'moving' to the latest 7019), anyone else have thoughts on the matter? Thanks.
Upgrade from SPD 7.5 beta to final when released...
Hi Will it be possible to "upgrade" from the beta version of SPD 7.5 to final when it gets released ??? or at least import the database incl assets / changes / incidents. //Ren�
Any chance on a calendar view...can see certain requests
by type. Say we set up a category of PROJECTS or CHANGES. Would be nice to pull a calendar view of all projects or changes.
Problems with Mail Fetching
Hi: I'm having problems with SD Mail Fetching, it seems to stop randomly, it has happened two times this month. In the mail settings it just says "not running" and when I hit start fetching it changes to running, but when I go to another page and return it changes back to "not running". For it to start I have to restart SD+ completely. I'm using SD+ 7019 Thanks for your help.
approval mail, attachment
Hi, i have an issue while sending Request/Change Request for approval. the email will be sent as HTML and approving party will be receiving it as attachment without anything at the message body. we have set email to "Plain Text Format", pls advice. build : 7018 is this a bug ? pls advice.
Remove default product types
Hi, Is it possible to remove the following product types: access point printers routers switches workstations There is not any options to remove or rename them. I would like to custom a new set of product types. Thanks.
Feature Request: Backup Scheduler
Is it possible to add a function to allow the backup scheduler to keep (x) amount of backups i.e the last 14 days of backups and delete anything older so I dont have to keep going into it and doing it manually ?
System Log Viewer
Hi I really like SDP but what's the point of the System Log Viewer - it has to be the WORST thing I have ever seen (unless I'm using it wrongly). It does nothing more than telling you something has happened but it does not provide you with any detail. So if you get "Error Fetching Mail" for example - how are you supposed to further diagnose the issue if no additional info is given?!! Is there an actual system log (perhaps a txt file) somewhere that I can browse to see what the system's doing? Thanks
Servicedesk keeps crashing and restarting since 7020 hotfix
Hi Since updating to hotfix 7020 we have had problems with servicedesk crashing and restarting. This has got worse and are now at the point that it is unuseable. I have sent a support request through but can you please look into this asap as is preventing our department from functioning. Thanks Mike
how to send email to non technician
Hi, i want to send Change request info along with attachment to Non Technician, how to do it ? pls advice
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