Time spent not showing up on Requesters screen
Is there a way to make it so a requester can view the time spent information on the request? As it is now only the technician's can view the time spent information. The requesters are able to view the resolution but not the time spent. It doe not show up at the bottom of the request. Please advise. I included a screen capture to show what I am missing.
SLA escalation before resolution time elapse
I would like to setup a SLA where a resolution time is 5 days, but would like to escalate 2 days before. How would I setup SLA using escalate before 2 days? There is also a similar setup for SLA where a matching request should be resolved within 1 day; however, need to escalate within 1/2 hour, i.e. setup escalation before 23 1/2 hours.
New Builds - Notification?
Hi, Can we be notified somehow when new builds are released?
can't send mail from advent net to users
action fails when sending mail from advent net to user. all provided solution not working.
"Bulk" assigment of Assets
SD+ ver. 6010: Is it possible to make a Batch-assigment of Assets to e.g. a department? - As far as I can see you have to assign each Asset individually.
Expiring (Disposing of) Assets and-or workstations
What are people doing in SD+ as far as getting rid of equipment? Are you just deleting the assets and/or workstations, or maybe assigning them to a department code (maybe call it "Expired" or "Donated" or something)??? I started using this tool just to invnetory computers, but now I'm trying to really keep good track of all hardware...
Need to Delegate Access Level Role for Requesters Module
ServiceDesk Development, We would like to see additional roles added that address Access Levels for the Users module. We need the ability to delegate control to some technicians, such as Helpdesk personnel Tier1 support, the ability to modify details of users profiles. Currently the only role is SDAdmin that has the ability to edit users and this is not an option to grant some or all users this access level just to change a users phone number or address. Thanks --Pete
Modify Closed Request Date
Advent ServiceDesk Support, Is the there a way to go back on a closed request and change the closed date? This is important! Tier2 and Tier3 support many times may enter Request(s) into SD+ for historical purposes and for solutions tracking. This involves ITIL Problem Management and Change/Release Control and skews the times that the request was unresolved. Other software packages provide this as an option. This option should be available as an SD Admin to modify the closed date. Of course this option
Edirectory Authentication?
I recall requesting Novell eDirectory Authentication in 2005 and it was stated that it would be available very soon. Is this available or will it be soon? Will the new Robo Technician work with resetting passwords in eDirectory as it does in Active Directory?
400 Bad request after updating to 6010 HELP!!
After upgrading from 6008 to 6010 im getting 400 bad request when trying to access the site. I can telnet to the port that the webserver is running on however thats it. There does not seem to be anything in the event log that would indicate an error. Need to get this sorted asap. Thanks Brett
PLEASE give me a Picklist in search for a solution
I have lost count on the number of times I have asked for a soltion picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Re-post due to no answer...PICKLIST PLEASE for call closure
I have lost count on the number of times I have asked for a solution picklist rather than guessing what solution you want why not have a drop down list. Or at least give people the option to enable this....! It would be so much better and I cant believe it would take much development... I have even spoken on the phone to the support staff (kevin) who said it will be implemented. I have even had others agree that this would be a good feature... long over due.... So please.... give me the ability of
Tab "My Details"
Hi, I have created manual roles for technicians but when i do this the technician is missing "My Details" in there profiel. The SDGuest has this and could if wanted update there profile. Is it not beter to give all the roles this info, as a technician is also a employe. I have tested to give tech the SDGuest and also the Technician role but that tab is not add in his profile. Second is why should guest user can update there profile as AD has the main info. If employe is moving to other department
Inactive Status
Hi all, I Can inactive a status in service desk? How i can do it? build 6010 Fabrizio
Adding New Assets
What is the difference between Product Name and Asset Name. If I have 10 copies of Office 2003 then the product is MS Office 2003 but so is the Asset Name. To top that the Asset Name is a unique field so I would have to make each asset name MS Office 2003-1, 2003-2 etc. If the asset name is unique then whats the value in having a non unique alpha-numeric string called asset tag, which is a unique value by itself. As I drop down through the fields I hit Expiry Date. Again I am unable to determine
Service Desk Plus - Service blank page
Hello, About 3 days ago our SD+ started serving the following blank page every morning. <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=utf-8"></HEAD> <BODY></BODY></HTML> The current solution is for someone to log into the server and Stop the SD+ service and Restart. The server is Windows 2003 R2 with current Patches. SD+ is build is 6010. Attached is the support file. Thanks :Mark
display all conversations query
hello, just to let you know that i made a query to list all conversations made by one technician for a given period. hope it'll be useful to someone. select F.FIRST_NAME 'Technician', F.USER_ID, C.WORKORDERID 'Ticket', A.NOTIFICATIONDESCRIPTION, DATE_FORMAT(FROM_UNIXTIME(notificationdate/1000) ,'%d-%m-%Y') 'notificationdate' FROM notification A INNER JOIN notify_workorder B ON a.notificationid=B.notificationid INNER JOIN WorkOrder C ON B.WORKORDERID=C.WORKORDERID LEFT JOIN WorkOrderStates D ON C.WORKORDERID=D.WORKORDERID
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
POP3 Authentication Error
Hi, I get the following message when trying to set up Mail Server Settings: FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. Ive checked all of the settings twice, server/username/password/email address. I believe it has something to do with our server having SSL setup, it is not an option to disable this. How do i set up SD+ to use SSL when authenticating with email server.
Microsoft SMS Integration?
I was just curious if there were any ability / plans / experience tying in information from Microsoft SMS into ServiceDeskPlus? Mostly I'd be thinking from an inventory workstation perspective, but also the possibility of tying in a link to SMS remote control (or RDP/RA/VNC for that matter). If anyone has had any experience with using both in the same environment, that would be helpful too (since we are already doing hardware / software inventory through SMS, an inventory scan of the workstations
Microsoft SMS?
I've asked this before, but are there any plans to implement a tie in to Microsoft SMS for inventory? Or has anyone ever attempted to import inventory information from SMS? I hate to have two scanning systems to grab the same data. Also it would be nice to have a place to tie in SMS remote control, or other remote control options to the system as well. We have been evaluating ServiceDesk plus and it seems to be the solution we are going to go with, but that SMS integration functionality would sure
Error Code - 1,186,094,962,636.
FAILURE :Error occurred while deleting SLA. Please report the problem to the system administrator, with the Error Code - 1,186,094,962,636. Can someone explain.
Cannot connect to Exchange Server for incoming emails
We moved ServiceDesk (6010) to a new server by installing the application, applying licences, and migrating the database successfully. Sending email to our Exchange Sever is not an issue. Connecting to our Exchange Server returns the following message: "FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. " We have not changed any email settings at the Exchange Server, and the Login details on SDP are the
Error Code - 1,176,945,452,644
Just recently updated to latest version of SD plus. As of Monday the server is unable to process email requests when I check all the settings the Fetch Mail is stopped when I try to start it, This error occurs FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,176,945,452,644. Thanks Andrew Loughnan
SSO from sharepoint portal
Is it possible to eliminate login page and just use AD to login automatically. we are adding link to ServiceDesk Plus website on our company intranet home page. Management wants auto sign in instead of putting userid and password.
Service Level tied to Priorty
Is there a way to tie service level agreement to the priority? Having the user choose one and not both would be helpful for the "lazy" users... thanks, James
Error when processing mail
We�re using ServiceDesk Plus V6 Build 6008. Yesterday stopped the Mail fetching service with an error while processing a mail. After a restart the same error occured, so I moved the mail manually to another mailbox. Now the mail fetching works so long. I don�t see any difference between the the error producing mail and any other mail. Do you have any hints? Btw Is there any way to monitor the mail fetching status? It is very unfavorable when the user send tickets and the helpdesk doesn�t see them.
General failure while scanning node.
We are running build 6010. We have two domains, separated via a VPN. We have ServiceDesk running 'locally' at both locations. But when I try and scan the other domain from here the vast majority of machines come back with a 'General failure while scanning node'. AFAIK no ports are being blocked by our VPN and these machines are read correctly by ServiceDesk at the remote location. Any ideas? Thanks.
import user from AD faild in Build 6008
I installed build5500, create the domain configuration and import users from AD success! then upgrade to build6008 by installling the newest service pack + hotfix , attempt to import new users from AD, a error message appears after i check the OU tree: General failure while performing the operation, and always get this message whenever i tried to restart the helpdesk service or the server.
Due Date on Request
On my request there is no where for a user to enter the due date, however after the request is received by the system the there is a due date column. Where did this due date come from. Is there a way for it to show up on the request entry form so the user an change the due date? I am using 6008. Thanks
SDP Service fails to start at reboot
when i reboot my server that runs SDP, (Server2K3), SDP does not start as a service. Launching the command manually works fine though... my system logs show: Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Date: 7/17/2007 Time: 1:11:57 AM User: N/A Computer: VSCRP-HELP Description: There were 1 failed launches in a row, each lasting less than 300 seconds. Giving up. and then... Source: Servicedesk Category: wrapper EventId: 100 Description: Event Type: Error Event
Show/Hide fields in request forms
How do show or hide fields in the default request form, or when using request form template, for a technician so that when filling out a new request, those fields do not appear?
adding solution field to reports
Can the solutions field be added to reports? If not, can this be in the next release if so, when will the release be available. Thanks
New ServiceDesk Beta version
Hi, I�m testing the new Beta version from Service desk, our company(UPC Netherlands) needs a new management tool. Have installed the Beta version because that is the only one with Support Service and Change request. First impression is very good but still some things must be add/ fixed if we can use this. I write here some questions, i hope you will answer them soon. Within the first 4 days we will migrate from IPC support centre to a new tool but that tool is nothing like this nice software you
Duplicate entries when importing requester data from csv
Hi I am using service desk plus trial version. I have imported requester data from csv file. When updated requester data instead of overwriting existing data duplicate entries are created. Any help?
Moving the location of atatched docs storage
When you install service desk plus it places the default storage location for atatched docs on the C drive, generally I wouldn't put apps, data or file storage on the same drive and I want to move the location of the atatched docs, any one any ideas on how to do this? support haven't come up with much so far!!!
import from csv into assets
Hello - I have just installed the beta version of service desk and have an issue with the import from csv option in the Asset area, it gives the error pasted below. Any ideas? Also, can you please email me a .csv template file so I know the correct field names etc... email is petera AT mhs.org.uk thanks Pete HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException:
support availability
I am considering purchasing SDP and implementing it here where I work. Can anyone tell me how well they support their product? I have e-mailed the support help mail address a couple of times, but have received no replies - which makes me a little leary. Any advice would be appreciated. MB
Sub category
I am using Service Desk plus 6 build 6010. I can add as many sub categories as I want through helpdesk customizer, but when I create a new request, the subcategory field only shows me 3 options. Is there any limtation about the number of sub categories per category?
Build 6010 crashes
Hi guys, I am currently testing build 6010 but I am getting unexpected server crashes. The wrapper.log shows something like this: ERROR | wrapper | 2007/08/01 12:10:10 | JVM appears hung: Timed out waiting for signal from JVM. ERROR | wrapper | 2007/08/01 12:10:11 | JVM did not exit on request, terminated STATUS | wrapper | 2007/08/01 12:10:16 | Launching a JVM... INFO | jvm 4 | 2007/08/01 12:10:26 | This evaluation copy is valid for 28 days INFO | jvm 4 | 2007/08/01 12:11:22 | Unclean shutdown of
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