Local time
I would like to see all request related times appears as local independent on server time zone settings.
Reply button
Hi, I would be nice it servicedesk would have a reply button in requester's view of the tickets. Right now the only way a user can add a message to a ticket's conversation is to reply the e-mail. Thanks. Gabriel Gearip
Skip Notification check box on requests
It would be nice to have an option to skip notification when editing a user's request. Sometimes when you're just adding notes or filling in fields the user overlooked there is no reason for the user to be emailed. Thanks Greg
Request List View
Add Sub Category and Item to the Request List view. Right now you are only able to see Category.
adding a task
i understand in the new version you can create a task and assign it to another technician, this is great but the only problem that i see is it would be much better to have the task show up in there request list and not on the tasks page, this means that a technician now has to monitor both places, is there any chance this can be chaged, thanks Ryan
Templates
When you are creating a Template is there any restrictions from the free verison of service desk plus 6 than the one that costs. I have created a couple of templates but all the fields are the same.
Rmote Desktop Access - GPL tool
As you know, a long awaited feature in SD+ would be direct remote desktop access from inside SD+. This could be done enabling a clickable link on requestor's Workstation name, launching a definable application for remote desktop control. Browsing the Web I stumbled upon this very interesting solution based on VNC (widely adopted): http://www.uvnc.com/pchelpware/ I think it's worth investigating, it may add a precious tool to Helpdesk tech people and it could be pretty easy to integrate with SD+.
"View all conversations" problem
Hi everyone, We just applied patch 6009 and so far it's resolved the duplicate email issues and a few other bugs we noticed. Thanks! However I see a different problem now. I don't think it was in place before the patch, but since we don't use this feature a lot I'm not 100% sure if it hasn't been a bug for a while. We have two templates setup. One is to notify the group "IT" when a ticket is added, and the other is to email the requester when the ticket is closed. Closing the ticket shows up as a
IIS
When will SD work with IIS? there are plenty of MS users that really need this ported over to IIS so we can have mutiple HTTP servers running on 1 server and not have users go to a certain port for it. any dates?
SDP7 Beta
Can I contune using SDP 7 Beta using the license of SDP 6?
Custom Report
Hi all, I am looking for a report that will display all the jobs closed in the past month. Needs to show me Title, Requester, Date requested and Date closed. Anybody help? Kind regard George
SD6 Custom Views
I'm trying to create a custom view that shows any of my requests that are not closed and any that haven't been assigned to a technician and this doesn't appear to work. Has anyone else had trouble or success with this kind of view? Thanks. Heather
New status & escalations
According to our business process we need three different escalations: 1) Request is creating in status OPEN. First escalation goes when ticket is still unassigned. It IS possible in current version of SD+, we know. 2) IT Coordinator assigns request to technician still in status OPEN. If request is still OPEN (or may be it is ANOTHER status - "TO DO") for a specified time and technician have not changed status to "IN PROGRESS" - another escalation 3) If request is in status "IN PROGRESS" (i.e. -
additional and different fields on templates
We use templates for different requests. We would like to have different fields appear on different templates. As an example. ask 3 questions on a template request but have each template ask different questions that are pertaining to the template type. The template for "network access" template would ask different questions(fields) than the template for a software update requests. The additional fields appear on all requests and can't be eliminated selectivly.
description field contents
Is it possible to "freeze" or lock the contents of the description field in a template so the requester can only add to the field and not remove information. We want to ask questions using the description field and have the requestor answer the questions and not remove the questions. Each template would ask a different set of questions depending on the template.
New Requesters
I noticed that if I type in a new requester in a new request, it will ask me if I wish to add a new requester as part of the process of creating the request. That is fine. But the question dialog response is "OK" or "Cancel". It should be "Yes" and "No". The YES should first take you to the new requester screen to enter all their details, just like any other helpdesk you may have called for the first time, they want to know who you are and enter that info in first. THEN you should be taken to the
'The file you have chosen is not compatible with this produc
Hi, I downloaded the file for the upgrade to 6009. I am currently using release 6008 and have seen teh bugs that this fixes. I follow all instructions and I get the error message. 'The file you have chosen is not compatible with this product' Can you help? Thanks as always
Asset & Workstation Import
Hi I have a list of PC/laptop assets in a spreadsheet that i am going to import as a CSV into SD+. I have also had SD+ running an inventory scan for a week or two and now have a (nearly) complete list of all workstations. Is there a way to link assets to workstations in a batch using a unique reference such as computer name (for example)? Otherwise we will have to go through each workstation and assign an asset for each which will be v. time consuming THanks
Import additional workstation field values using CSV?
Hi, My workstations are scanned in and I've added additional fields for my workstations. Is it possible to scan in values for these additional fields using CSV, similar to what you can do with assets? Thanks, Robin
Filtering Workstations
Hello! Quick question. Inventory/Workstations/Filter/Viewing...can I filter workstations by additional fields, for example Location?!? Thanks
Customized View Columns
Is there a way to customize the columns choices that are available for a view? Specifically, we would like to create a view that uses the Item (as in Category -> Subcategory -> Item). Thanks
Custom Queries: Table Names?
I'm using ServiceDesk version 5.5.0 We have contracts in our database by server name. I need to create a report that pulls the contracts by status (expired, will expire in 30 days, etc) and also includes the service tag for the server name (which is also the contract name). I tried to do this, but couldn't because I did not know the name of the table that contains Contract or Workstation information. Could someone give me the appropriate table names for the report I need to create?
Cisco Equipment as Assets in ITIL Beta
How can I introduce Cisco equipment: routers, switches, IDS, IPS ,Firewalls, NAC, Wireless, etc. as assets in the ITIL BETA? Thank you. -Eric.
Help with MYSQL For Solution Import
I'm trying to import our existing solutions (in another product) into service desk but I'm not sure how some of the ID's get created. For example, I create a solution and it has an ID of 4201 in the Solution, Solution_Keyword, SolutionCreateInfo, SolutionInfo, SolutionRI, and SolutionsAttachment tables. How does it get the 4201? Could I just start at like 20,000 and be ok? Now, the KeywordID, how is this ID generated in the Solution_Keyword table? In my case its 4801. Again, could I just start with
How to "autoset" Due Date (time)
How I can define in bussiness rules that a task will be done at a sprecific time? I have some request (with a specific subject) who need to be done at 17.00, doesnot care at what time the request was made. The questions can go futher: Any request (with a specific subject - send by mail) made between 10.00 and 13.00 need to be solved till 13.30. and so on... The requester need to receive the message: "Your request is estimated that will be done till $DueByDate " Any Ideea? thank you
Reopened tickets report
Hi all, We are currently defining performance reports for our service desk and have come upon a report that seems impossible to generate using the reports generator: Number of reopened tickets for a period of time or for a technician.... We know that this information is kept in the history of the ticket but how do you get it out of there and into a report? Maybe we can do some advanced SQL queries, but which are the tables that contain this information and how would this query look like? Many thanks
ITIL edition / ServiceDesk Plus 7 ??
Hello, I've heard of ITIL edition and Service Desk Plus edition 7, are both the same? And what is the main differences between these and ServiceDesk Plus 6? If I have ServiceDesk Plus 6 can I upgrade later to ITIL edition or edition 7 ?? :?:
Custom Fields by template
We are close to purchasing servicedesk. However there is one very important feature lacking that we must have. We must be able to create custom request fields, then apply them to certain templates. For example, I need to create a template for Security Changes that has the a User Name field, and Effective Date field, drop-down boxes for Location, etc. I only need these fields to appear in the Security Changes template. Can servicedesk do this?
error while scanning some workstations
I keep getting the following error when i try to scan some workstations on my network; Connection to RPC server in the workstation failed. Also this error; Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Embeeded link in email points to blank request
We are having a problem wherein the embedded URL in email messages is taking people to a new request instead of the request being referenced. An example of this is: http://OurServer:8080/WorkOrder.do?woMode=viewWO&woID=196 We are running build 6006. Any ideas?
Report question, merge assets and contract details
hi i recently ran into the problem where i wanted to see all my sim card, and their contract details when running an asset report i can get the contract name and contract vendor listed but not the contract expiry date when running a contract report i can get the contract name, vendor and the start and end date but not the actual asset it is covering i am not a sql wizz so have no idea how to do a custom sql query to achieve this but IMHO this should be part of either the contract reports or asset
Custom Reports - Pending requests by Authoriser
Can anyone help with creating a report to show outstaning requests by authoriser? I want to be able to show who hasn't authorised outstanding requests. I use ServiceDesk 6.0 Thanks
Change date to UK format
How can i change the date format to UK standard? My british customers get confused with the american format!
Adding PC's to inventory manually using a CSV file
As you can see from the title above I want to manually add all of my PCs to the inventory. Is there a way to do this. To answer a question that I know will be asked: Why not simply do a domain scan? Because our network is not up to the task, is across slow WAN links and because time is short and I need to be sure that I can scan an office in another country when they are there and not asleep and thus PCs are off. Can anyone help with this please?
Business Rules - Failure Error
Hello, I use ServiceDesk 6 Plus Free I can not add new Business Rule. Regards, Vadim
Report with task
I want a report : Request + task(s) It's possible??? Where is tasks in bd schema??? What is the name of the table??? Thank!
Extra Fields for AD scan
Hello Support, Sorry if this has been posted I did a search and couldn't find anything, but the question I have is it possiable to be able to bring more fields from AD? (i.e. Office as we have more than one location and it can be nice to know were the user might be logging the ticker from) Thanks Michael
Archiving tickets
Hi guys, Is there a way to archive part of the tickets and those tickets to be available if needed. If this is not possible I would like to know if I can start with a fresh database, but keeping the old database structure (groups, SLA's, etc...). Thanks
Java.exe eat up the memory during import requesters from AD
I tried to import a bout 3000 requester from AD but the system imports about 1000+ and the rest failed to import. I�m running the system on windows 2003 server with 4GB of RAM. Java.exe eat up the memory until it reach 1.9 + or � then it�s failed to import the rest. Regards, Hassen
Error Restoring Database from mysql -> mssql
I followed the instructions for updating both the "hotfixs" for ver 6.0. Started, stopped server etc. Works fine with mssql. Make a backup, change the database to mssql, restore the database and get the following error. ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup
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