Hide Solutions Topics for different Groups/Technicans
How can I hide solution for different groups? I will create some solution for each technicans-group but without to view in other groups-solutions. (Based on Helpdesk - Groups) thanks for help
Can you drop 1 email when actions create dual email alerts
Hi, All my calls are assigned to a group on initial arrival, as we have multiple groups and each has their own support email address. This works fine and an email alert is sent out to all the members of the group when a call is assigned. Similarly I like to wherever possible assign the technician, and when assigning a technician they receive an email to tell them the call has been assigned to them personally. I need ALL calls to be assigned to a group AND a technician for reporting purposes. I have
Oh No I can't access SD+ as an admin
I have been setting up SD+ 7008 in the last few days, and have imported users from AD, setup tech groups, and even followed advise from threads here. I have activated AD authentication & Pass through authentication. I thought I had set myself up as an admin, but now obviously as designed, when I login, SD+ logs me in as myself. But alas now i have no way in getting into SD+ as an admin, can anyone help at all?? Surely I am not the first to do this, and with luck, surely i won't have to re-install
Adding Vendors to purchase orders
We want to set our managers up so they can enter/request purchases. I would like them to be able to add the vendor themselves, but even with full control over purchase the add vendor link doesn't show up. I see it as a administrator but the PO techs don't. Is there any way to set the POtechs up to add vendors without giving them full admin rights?
Blank Page with Pass thru authentication
Hi All I have enabled pass thru athentication. Its working fine on all machines except the Vista machine, I get Blank white page and it does not proceeds further.. I have added the site in Local Intranet zone and applied pother settings as suggested by SD Support.
Requester and Display name?
Hey, I was wondering why some Requesters names show up as their login name instead of their Display name in AD? Some show correctly and some do not, the only users that have this issue are coming across a P2P to the server where SDP is on. Please help. Thanks, Cameron
Inventory machine with desktop firewall enabled
How do I configure WinXP SP2 machines so I can do workstation scans.
Ticket Details in email notifications
I looked in the templates and it doesn't look like this is availeble yet but is there a way to add TICKET DETAILS (Resolution details would be very helpful) in the email notifications without having to click on the link and open up SDP?
Sl no will jump in free version of Help Desk
Sl no will jump in free version of Help Desk?
Purchase Order approval process issue...
I am trying to create a process where I can have a number of purchase order initiators; however, have a select number of approvers... Is there a way to do this?
Problems with "<" character in notes
I pasted the contents of a log file into the notes section of a job and anything to the right of (and including) a "<" does not appear. Replace < with - and all is fine. Regards - Terry
Don't send e-mail to user
Hi there, Just wondering if there is anyway to stop an e-mail being sent to a user when a call is logged and closed straight away? We still wish to notify the user when they log a call but would like the option of not sending the user an e-mail when the tech logs and then straight away closes a call on their behalf Thanks
New install and app won't start???
I am installing SD+ 7 Pro on a Server 2003 machine, and am not having much luck, I install and at the end of install, check the Start serviceDesk Service tickbox and proceed, my issue is that the application doesn't start. Same thing happens when I manually start it through Start>Programs, the cmd box pops up and task manager shows that wrapper and cmd are running and then nothing?? Another thing happens when I try and configure the database on our db server, I use the password and username that
AD Import
Is there any way to import the 'Office' field from AD?
Notify user of ticket update only when Group = "XYZ&quo
Is there a way to not "Acknowledge Requester by Email when a new request is received" when Group = "XYZ". We are looking for some automatic way to send notifcation emails upon updates of certain types or groups of tickets while not sending updates for others.
Licensing
Hi, Can you let me know how the licensing works, is this a yearly recurring cost?? If so are the yearly costs the same each year or are renewals discounted? Thanks Luke
Software type 2?
When receiving software licenses from a purchase order, it will create the licenses and automatically close the purchase order. The problem is that it does not mark those licenses as Individual or Enterprise. It marks them with a 2 as shown in the attached screenshot. I can manually go in and change them, but this should do it automatically.
Need assistance with custom TimeSpent report query...
Is there any way to take the following report query... select wo.WORKORDERID 'Request Id', au.FIRST_NAME 'Technician Name', pd.PRIORITYNAME 'Priority', date_format(from_unixtime(wo.CREATEDTIME/1000),'%d-%m-%Y %h:%i:%s') 'Created Time', date_format(from_unixtime(wo.COMPLETEDTIME/1000),'%d-%m-%Y %h:%i:%s') 'Completed Time', ROUND((wo.COMPLETEDTIME-wo.CREATEDTIME)/3600000) 'Time Elapsed (Hr)' from WorkOrder wo LEFT JOIN WorkOrderStates wos on wo.WORKORDERID=wos.WORKORDERID LEFT JOIN WorkOrder_Threaded
query sql in Service Desk
Hello, first excuse my English. As I add this consultation sql in SD. The run with mysql and I work, but the report I sent a mistake. SELECT std.STATUSNAME "Estado de solicitud", wo.WORKORDERID "ID de solicitud", mdd.MODENAME "Modo de solicitud", sinfo.WORKSTATIONNAME "Estaci�n de trabajo", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i') "Hora de creaci�n", DATE_FORMAT(FROM_UNIXTIME(woh.OPERATIONTIME/1000) ,'%d-%m-%Y %k:%i') "Inicio tiempo resuelto", DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000)
Network/Local Scan Troubleshooting
I can't scan any computer on the network, even if I'm locally on the machine. No firewall blocking any port. No Script or any other Antivirus Blocking anything. - Is there any local agent that scans the system, and then can be imported by the SD+? -Can we have a list of trouble shooting steps for scanning network?
Notification when exists a Due SLA Status without needs to escalate to another technician level.
We want that SDP sends a notification to technician or group without needs to escalate to another technician level.
Request Reports: Filter by Site for Requests
This functionality should extend to request reports so you can select Site to the requests reports. Then it's possible to filter requests by sites.
Banner Question
I have a question regarding Manage Engine Service Desk and the custom banner. If you could take a look at the attached screenshot, I would like to know if it is possible to have a banner running across the entire top part of the page where the green block is. Now most CMS's can do it, I don't see why Service Desk can't? Someone must know which part of the code to edit, I mean I'd be guessing you'd have to update a CSS file and move the rest of the content down and add the image dimensions in. .....
Microsoft IE Error when clicking on note Icon in Requests
I am having IE give an error when I click on the Yellow Note Icon in the Requests screen. This has started happening over the past few days. I have attached the file the error produces. It happens rarely, but if I have two copies of Service Desk running at the same time, one is closed by the error but not the other. When I go to do the same action on the second copy, the same error occures and that IE screen closes.When I open a new IE screen and relog into Service Desk there are no problems. Can
Problem editing Requester details
when entering a new request you can click on the "http://servicedesk/images/userslookup.gif" to search for the requester and if they exsist in Service Desk Plus. If they do exist you can click on the name to edit the Requester details. I.e. Email, phone, etc. Once you have updated the details, you then save and close. The Requester details are then input to the New Requst. This was working last week, but this week, when you click on the name to edit the name is put into the New Request with no option
Stop e-mail going to requestor
Hi there, Just wondering if it is possible to stop an e-mail being sent to a requestor on a case by case basis. Basically we would like for the IT team to be able to create a quick call of a job they have done (open and close straight away) without an e-mail going to the requestor. We still want to send all other notifications. Thanks
Default Request Status to Custom Value?
I've defined a new status value called 'New'. Is there a way I can default a new request to Status='New'? Thanks in advance for your help! Terry
Request Reports: response time to user request, by state resolved
Currently you can't create a report, of the delay, of a user in responding a resolved request. In the case what the user it creates a request wiht high priority, and this one does not close the request. PD: Forgive for my Englishman
Colouring Requests in Queues by Priority?
Can someone tell me, is it possible to have priorities shown in Groups in different colours, with colour of Text or Background? We would like to have High Priority requests flagged with a red text or background etc. Thanks In Advance :D
What does assets does domain scan pickup
I am scanning for the first time and the scan has detected 2389 assets, of which we believe we only have 1800ish, I know the scan will scan for anything with an ip which is okay(still only 1800ish) Does it scan for anything that may have been added to the domain, like ghosted PC's that have been used for image creation?? Any help would be great, or I will have to explain where the other 500 assets have gone to As always, thanks in advance
Erro on creat a new Custom Report
Matrix Reports --> TimeSpent Problem comes from Summarize column by: Sum of Amount FAILURE :Unable to execute report : Errors were encountered when compiling report expressions class file: 1. com.adventnet.servicedesk.helpdesk.reports.utils.DoubleFormat cannot be resolved to a type value = (java.lang.Double)(com.adventnet.servicedesk.helpdesk.reports.utils.DoubleFormat.formatD(((java.lang.Double)variable_summary_column.getValue()),2,2)); <----------------------------------------------------------->
SD+ 7 and Active Directory Pass Through
You know, at first I thought it was me, but I did a totally clean install and rebooted after uninstalling. The last time I Uninstalled SD+ 7. Rebooted Installed SD+ 7 Started server Pulled up Admin interface Set up the login info the AD Domain Set the requester to send an email reply upon a request Then I set the AD login and pass through then I can't access the web interface anymore. It's just not responding. Stop and restarted and nothing. Any ideas? Oh yea, installed the standard with 30 day support
HTTP Status 500 -
hi, Can you please analyze for me this problem
Moderated post
I posted to the forum last week regarding a potential bug, which then stated it needed a moderator to approve my post. This morning I check, and my post doesn't exist. However, someone was able to post spam and it made it to the forum. My post, not approved. Pornographic spam, approved. What gives?
Possible Survey Bug
Running on Windows 2003 server / v6008 / MSSQL Under survey settings, if "Send Survey every time" is "a request is closed" everything works normally. However, if you select "x requests are closed" or "x requests from a requestor are closed" and manually send the survey by viewing the closed ticket and choosing "Actions-->Send Survey for this request" the email sent to the requestor: 1) the body does not contain what is in the "Email Content" field in the Survey Settings 2) The SurveyLink is formatted
Possible Survey Bug
Running on Windows 2003 server / v6008 / MSSQL Under survey settings, if "Send Survey every time" is "a request is closed" everything works normally. However, if you select "x requests are closed" or "x requests from a requestor are closed" and manually send the survey by viewing the closed ticket and choosing "Actions-->Send Survey for this request" the email sent to the requestor: 1) the body does not contain what is in the "Email Content" field in the Survey Settings 2) The SurveyLink is formatted
Support Documentation - Update...
Is there a new set of documentation for SDPlus? There are a lot of product changees; however, the documentation explains how to accomplish tasks for earlier versions, not v7.
Overdue Status - Build 7008 feature
Would I be correct in thinking that the red flag symbol on the request list view page is the indicator for the Overdue Status introduced in build 7008. Basically meaning it has breached the SLA? Regards, Andy
Elevate Requestor to Tech?
I am looking for a way to elevate a requestor, imported in from the AD, to a Tech. It looks like tech's are strictly stand-alone with no AD pass through authentication. I'd prefer to maintain a single sign-on for these individuals.
Overwriting of Usernames with Multiple Domains
Hi, I have 2 Domains and both the domains have few Identical usernames, problem is at the time of Import from second domain, the user of 1st domain is overwritten.. Is there any fix availlable for this. I am using build 7008.
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