Activity Report to match Global Request view
There is no report to match the global request view (which displays Inbound, Completed and OverDue requests for the current/previous week/month).
SD 7009: issue with assets
None of the workstations show up in the all list. See picture below. I think it has to do with the "<t"
SLA Notification Emails
Hi all, Since upgrading to 6014 during the week I notice there are problems with SLA Notification emails. I'm running SD+ on HTTPS. The Alias URL is setup correctly in Admin -> Self-Service Portal Settings e.g. https://servername. I notice that the SLA Notification emails (received by a number of users) alternate between having the included request URL as http:// and https://... Obviously the HTTPS URLs work but the HTTP ones do not. A workaround would be to setup a redirect from HTTP to HTTPS for
An SD+ index page for PDA web browsers to enter requests
Can we have the ability to submit a request from a PDA web browser (i.e. a cut down SD+ front page). The ability to add/amend whilst on site or whilst travveling from a PDA would be useful.
Business rules to add action of "delete ticket"
Add an action in the SDP business rules of "delete ticket". This will enable you to create rules to drop calls you don't want. It is cleaner than closing them, as we get ones from autoresponders, etc, which make new tickets and you don't need to keep a record of these. Also email non-delivery responses can make new tickets.
what port will be use if firewall enable in winxp
If firewall enabled in winxp what port will be use before performing network scan. We add port 135 and 445 in winxp firewall expemption but still rpc error in sdp network scan. We try to enable firewall in winxp then run netstat Proto Local Address Foreign Address State TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4404 TABLISHED TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4405 TABLISHED TCP cpsc50077hd:3265 servicedesk01.psmanila.peoplesupport.com:4406 This way
Link to survey in email
I would like a working link in the emails sent out to requesters prompting them to take a survey on the request. Currently the email only displays the url of the survey, but the text is not a hotlink. Here is what I have in the email: Please follow the following link to participate in the survey--$SurveyLink What do I need to do to make the $SurveyLink a hot link?
Bug:Quick Create - New request,-> first category establis
Hi. When create new quick request, the first category is automatically established. It is a mistake or so should be? It turns out, what not correct categories are used, as a result - mistakes in reports.
At me a problem with display all All Conversations.
Hi. I have Request. Request have Conversations. I send Submit For Approval to user, but when user wishes to look Conversations - (Presses the button Conversations ) - Nothing occurs, there is a error: "offsetTop" is null or not an objects. The request to help!
copy of v6 exe file
Hi Has anyone got a copy of Service Desk + version 6 exe they could send me please? I will provide email as necessary. Thanks Lee
History tab not in date order?
Had someone notice today, that on most of the tickets, the history tab doesnt show activity in the correct order, its all jumbled to a degree.... anyone any ideas?
Preventive Maintenance request are not generated automatical
Preventive Maintenance request are not generated automatically. We are using Service Desk 6.0, Build 15, over SQL server. We don�t know if is related to this problem, but we see the following entry in the service desk logs: Caused by: java.sql.SQLException: Conversion failed when converting datetime from character string. Can you provide help on this topic. We have a lot of preventive maintenance tasks, and this is a critical functionality for our organization.
How to Create an Exclusion For Email Sucked Into ServiceDesk
HELLO AGAIN Have another question. We have forms that are sent to the helpdesk email address, and I'd like to make a rule (somehow) so that ServiceDesk won't suck that particular Outlook form up and log it? It doesn't imporet the fields properly anyway, so no point. Is this possible?
PO number issue
Seem to have an issue with PO numbers and their numbering convention Scenario: Create PO to purchase some laptops (product name: Dell Laptop) and use our own PO number eg. 2047 Go through the entire purchasing process. Once the items have been received and added to Assets, the initial Asset name is as follows. Dell Laptop - PO# 903[1] I know when we were using Build 6012 it would have read: Dell Laptop - PO# 2047[1] I have created several test POs with different names and same result. I can't figure
Assign to techican
Dear friends in SDP7, in helpdesk customizer im configuring categories and assigning to tecnicians but when request is coming in Assigned to column wirting unassigned what is the problem i coulnt solve best regards
Time Spent in New Request and Templates
When entering a new request or creating a request template it would be efficient to be able to add Time Spent on the request all within the request window. Problem occurs when you make the field a mandatory item upon close it errors and then you need to edit the request to add time and then re-close the ticket. If you have a template that auto fills in all the fields it errors out as well since there is no Time Spent entered. So thus editing the ticket again to add your time then close the ticket.
Survey
Hello everybody, the survey is not that good documented in the help. It's good documented but there are some things missing. Send survey after each closed ticket is clear. Send survey after x requests from a requester are closed : * when is this mail being sent ? The moment their ticket is closed ? * what if they already reached that number ? Will they even receive a survey ? (user created already 10 tickets and we say after 5 tickets) * Do they receive after this number each closed ticket a mail
Changing the login page
We currently use several systems using a single sign on which is not generated from the Windows Authenticated session. A user will be using a windows session logged in as a generic user. They will then login to our intranet using their individual username/password, and that is what we use to generate our single sign on utility (which is already in place and works fine). However, we need to change the SDP (Version 7 build 7009) login page in order to insert our code for the single signon. Does anyone
Notification to user when incident has changed to Problem
Dear, Is it possible to provide the following: When a request by a technician is changed to a Problem or a Change the requester (end-user) receives a e-mailmessage that his original request is changed to this status (Problem an/or Change).
Can tickets be generated by alerts
Is there any way smtp can generate tickets from server system alerts
Help with Creating Report
I am trying to create a custom report that includes the "technician", "created date" and "notes" fields. I do not see "notes" as an option under the "New Custom Report" option so I am assuming it must be done by using a query report. My query writing skills are minimal at best. Could I get some assistance?
When will the upgrade from 6 to 7 be available
Hey All, Can someone please let me know when this will be available, i am very keen to start using the Incident Management tools available in the Enterprise version. Cheers Damon Campbell CIO
CREATEDTIME content in WORKORDER ( V7009 )
Looking at the the CREATEDTIME field in WORKORDER and understand that the date/time is stored in UNIX format, so seconds since 1st Jan 1970. I have an entry for today of 1199902033686 When I use an online convertor that date goes wild, until I strip off some of the trailing numbers to be left with 1199902033. So what is the 686 on the end and how do I know how much of the field to use to return a valid date/time. SQL 2005 environment. Kind Regards, Andy
Restricting Access
I've already posted this once but it's disappeared! - Anyway I copied the text so I'll try again! I work in a medium sized educational establishment in the UK and, after trialing SD+ with our IT Teachers and staff, decided to plumb for the full ITIL v7. Everything seems to be working pretty well but I do have a couple of issues. I want to restrict access to SD+ to just the teaching / lecturing staff and prevent the students from logging requests. Once I start SD+ it auto logs me in as I would expect
Notification fields
I would like to add fields from requester to notification email body - such as requester's phone number and requester's additional fields (which I added) - but they are not available for customizing email. Can you make these variables available in email notification customize menu under 'choose content variables'?
Edit Holiday List
In the list of holidays of the system SDP, does't have possibility of alteration in the date field. I think it is very important feature...Does anybody have this need? Rgds Carlos Junior
German Language Pack 6.0?
Hello! 1st sorry for my bad english! I work for the Firm is called Samariterbund.net . We have your Product Service Desk Plus 6.0. It runs fine and very good, but we have some people here with a big english problem.. We dont know if we can update from 6.0 to 7.0?! to work with your backend in german. So is there any German Language Pack for 6.0 avaible? lg ASB�
Windows authentication mode & SD+
Greetings. Whether there is an opportunity to use the Windows authentication mode in IE 6.0 to pass starting page of registration in SD+(ver 6.0.x). To pass introduction a login + the password + the domain, and to get on page of creation of new Request ? Thanks.
Error when trying to enter Shipping Price in PO system
everytime i try to update the shipping amount on ONE particular PO i get the following error type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: BeanUtils.populate org.apache.struts.util.RequestUtils.populate(RequestUtils.java:1254) org.apache.struts.action.RequestProcessor.processPopulate(RequestProcessor.java:821) org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:254)
One user is somehoe killing the ManageEngine Service
We are using 7.0.0 Build 7003. For some reason one of our 180+ users get a page cannot be found screen when launching Service Desk Professional. When this happens we have noticed that the ManageEngine service on our SD server stops. Have you any ideas what may be causing this? Regards
Multi-select software to change type?
Is it possible when listing the software attached to a workstation to select more than one at a time to change the type to eg Prohibited or Managed, etc? I'm starting to scan and by picking up all the unidentified software with each scan I want to be able to set the types as quickly as possible. Thanks
Cannot migrate SD+ from MySQL to MSSQL
I'm using servicedesk plus build 6013 with mysql-db I tried to migrate the db to MSSQL. These are the steps: 7. stop server 8. backup db 9. changedbserver to MSSQL with sa account Test OK, sucessfully created - but only !!! sys..tables are created !!! 10. start / stop server 11. restore db 12. reboot windows 2003 server sd+ stop starting while loading "ServerContainer" I also tried to change to MSSQL-DB with a fresh installation of sd+ with MSSQL-Support. Therefore I installed sd6+ (build 6000) on
Helpdesk slow
Hi Our helpdesk is going slow when we refresh pages either after a change or when the screen automatically updates at allotted intervals. We are running V6.0.0. build 60011, the database has grown to 106Mb is there anyway to archive the database or speed up its running? I would really like a copy of the beta version of the upgrade to try SD+ 7. Thanks
Request Reports: Response Time to User Request group by States
I think the report Response Time to Closed User Request By State is very important Example of content of the report: REQUEST|STATE | AVG(TIME TO RESPONSE) 123 | OPEN | 00:15:00 123 | ON HOLD | 02:10:00 123 | CUSTOMER HOLD| 01:05:00 It's possible to have this report? Somebody have this need? Rgds Carlos Junior
Spell Check for Resolution
I'd like to see if the Spell Check feature will be added to the Resolution and other text fields.
Overload the Network in the Submit a Request - Change the Template
It would like to know if it's possible after the generation of requests is personalized and only shows some information (the request XXX is generated with sucefull!), because it overload the network. It's possible have this resource? Somebody have this need? Rgds Carlos Junior
Adjustable attachment maximum size
Allow administrators to adjust the 10 mb cap for attachments to requests, both up & down.
Date Conversions
I'm trying to determine how the PurchaseOrder table is storing the dates. I'm looking at the DateRequired field and it appears the date fields are all bigint types and not datetime types. So, my question is what query can I use to go about converting a date/time from these fields into a human readable form?
Change Approval Problems
Just curious if anyone else has seen any of these problems, i couldn't find anything in the forums already about them. Under the change management, i am having 2 problems. #1: i have created my list of users for the change approval to go out to from all my users that it has pulled in through active directory. I have created the change, and attached a few documents to it. I have then had it send out the email to the users. Now any of the technicians that are on the list, can open the link in the email
Due by time not present
I recently installed the latest service pack 6014. Since then, when requests are created, the due by time is no longer showing. I tried to unisnatll the service pack, but receive an error that uninstallation is not supported. Previously the due by time was automatically populated based on the priorty in the request. Is there a way to fix this or remove the service pack as this seems to happen only after the service pack was installed?
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