How to customize login screen
Hi, I use SDP Standart edition and I want to customize my login screen with editing on source code but I can not find the location of it. Please tell me where the location of source code login screen, so I can customize the login screen. Thank you. Regards, Ali
Using announcement feature
Hello, Is there a way to restrict using the 'Announcement' feature to certain roles (ie. not all technicians?). I only would like Admin users to be able to post announcements / or use 'Send email' feature on announcements. Any ideas how this can be achieved? Thanks. KS.
include request variables in task notification template
Can I include request variables in the task notifications? For example, I can get an email notifying me about a task that has been assigned to me, but the email doesn't tell me what reqeust #, subject, and requester the task is associated with. Is there a way to do this?
cannot create a request for this user
Hi, Getting an error on a couple of requestor's when entering a call for them: Error: You cannot create a request fo this user. The user belongs to a site for which you do not have access to. Have check everything and have access to site. However when i look at technician screen and sites associate with them i can't see the other site's only the not associated to any site. Any idea's on what to do. Thanks Keith
Setup Domain Scan to only Scan Specific OU's
Is there a way to setup domain scan to scan specific OU's and not the whole domain?
GET FULL DETAILS OF A REQUEST VIA API
Hello, A. Today, when a API call is made for 'GetRequest', the response does not contain information about the 'Resolution' part of the request/WorkOrder. When will it be implemented? B. Also it is not possible to get any information/link about a possible attachment to a file for that request/WorkOrderID. When will it be implemented too also? Thanks for an answer
Incorrect Moscow time zone
SD build 8213 Time zone should be GMT +4
Consumables in ServiceDesk Plus...?
I am looking to see when we expect to have consumables tracked in ServiceDesk Plus. I know that we have discussed that this will be added in the future, but that was back in 7.0, we are over a year later and really need to get some sort of time frame.
Updating service packs in ServiceDesk Plus.
I'm a new team lead of a project that has been using ServiceDesk Plus for approximately 6 years. I'm familiar with the software from a tier one Servicedesk Technician perspective but only recently been made an admin and the previous admin was not available to coach me through some of this. I've noticed that we are currently on Version: 8.0.0 Build 8013 and that there have been six service packs released since then. My question is this: How imperative is it that ServiceDesk Plus be updated? Our
Turning off technician auto assign
We are a bit behind in our updates (we are on build 8023) so updating might resolve this. However, an instance of SD that originally was running the Technician Auto Assign feature is being repurposed. I turned off the auto assign. But it looks like, when I manually enter a ticket (as opposed to generating a ticket from an email), after my business rules execute (which place the ticket in a particular group, and technician), something is coming in and overwriting the technician. After extensive
current status reporting
Hello; I am attempting to create a report to snapshot the number of request IDs a certain technician has 'now', and in what state (open closed etc). I can do this with SQL but this report is for an end-user with report access, they want to be able to change some of the filtering without having to resort to changing the SQL. However, the time filter within SDP's reporting tool doesn't seem to allow a 'snapshot' - only over various durations. Regards Alistair
technician evaluation report
hello i would like to have a report to evaluate the technicians in my company, so i came up with these indicators and if you can suggest more number of requests by technician (3 fields : open, onhold, resolved) percentage of resolving requests in the assigned period (average percentage of requests resolved on time) average percentage of the survey results related to each technician number of requests onhold without reason (no tasks, no reason for stopping timer, no approval pending,....)
Query report help
All, I have the following Query report that works ok, however I would like to amend this so that if the relationship type '31' is missing, the query will report a NULL/default value? Can anyone help to point the way on this? Many thanks Lorraine SDP Build 8200, SQL Server2008 SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",rtdef.NAME "Request Type",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester",pd.PRIORITYNAME "Priority",longtodate(wo.RESPONDEDTIME)
Imformation to Users regarding text colour in the latest version of SDP - 8200 Build
Dear Users, This post is regarding the User Interface [UI] changes that has been done in the new version of the product SDP 8200. In this new version the UI for the link present across the product has been changed to blue color font, in the previous versions of the product these link will be in black color font. This is a global change across the product. Henceforth this UI change will be implemented across all the modules. This is done as step towards standardizing the new UI across all the modules.
Copy/Paste problems
Hi, I have some problems with copy/paste. I did copy and paste content from Outlook into ServiceDesk Plus description field but it always show image under the content as below picture. Also, when i did copy the picture from any MS Office software into ServiceDesk Plus it always show blank frame with the picture that i copied as below picture. So please could you investigate this issue. Thanks, Sakarin
Help Desk URL
Hi, Can we change HelpDesk URL from http://servicedesk:8080 to http://mydesk. if it is possible please guide. Regards Tahir
Report - Requesters mail with active contracts
Hello dears, I would like to create a reports with this information: --> Requesters mail with active contracts It could be in a .txt file or a Select on my database, wherever... thank you
Status Change Report
Is there any way to get report in following format: SD# 1234 PERIOD From Date To Date STATUS 30/09/2013 10:07 PM 30/09/2013 10:10 PM Acknowledged 30/09/2013 10:07 PM 1/10/2013 20:10 In Progress 1/10/2013 21:07 1/10/2013 22:10 OnHold 1/10/2013 22:07 1/10/2013 22:24 Open 1/10/2013 20:07 7/10/2013 23:10 In Progress 7/10/2013 22:07 7/10/2013 22:34 OnHold
Configuration Reports
We would like to see configuration reports made available through the reporting module. Some examples are reports we could craft for the requester table data, products for the purchasing module configuration, and vendors for the purchasing module. Thanks, Craig
request catalog not alphabetical
Since upgrading to 8.2 (currently 8203) our request catalog is no longer displaying alphabetically. New Incident IT Support Records Request HR – Health and Wellness Corporate Properties GIS Map request And the list goes on is some non-sequential way for all 80ish request templates. Is there someplace I am overlooking that will change things back to alphabetical or is that actually a bug. Thank you,
Alphabetize Technicians in Changes
Hey Guys, Can you validate this please? In the Changes module, the Technicians List is de-alphabetized when you choose a specific site.
old tickets are becoming new after configuring Incoming Mail Server Settings
Hello, I have configured the incoming mail server setting and for some reason i am getting the old closed requests as a new open issues which is confusing, I want to have any upcoming email as request only not the old emails or requests?
Business Rule Rules
Hello, I am trying to create business rules to automate tasks such as assigning incoming requests to technician(s) in a multi-site environment. But I cannot understand how to create the rules in the system. The help guide isn’t helping as it generally describes the interface and not the logic. Can anyone help or guide us on created business rules to automate IT help desk tasks? For example, I want to create a simple rule when an email is sent to siteAsupport@company.com, technician A at site
Task dependencies
I have several "Services" created under the Request catalog that contain a workflow of tasks. These tasks in the templates are dependent upon one completing before the next can continue. For example a new server request would fire off these tasks: Build VM Assign IP Add to Monitoring Scan for Vulnerabilities Add Firewall rules Add to backupCurrently when this Service is used all the tasks fire emails off to the owners or group they are assign to at the same time. This causes some confusion as
Signature for a technician
Many of my technicians is writing messages with requesters. It would be good, if everyone technician has it's own signature in letters. Can you do it?
Servlet API failed message
Whenever I am sending a POST statement to the server, I am getting a status failed response. However, the information is added to the database. Here is the xml data I am sending: <Operation> <Details> <Name>TestName</Name> <Site>Wellington</Site> <Subject>TestSubject</Subject> <Priority>1</Priority> </Details> </Operation> When I am trying to recieve data about a request as well (for viewing a request), I am getting the same error, and as such, I cannot see the request data. May I please
SDP says: IE7 and IE8 are setup in many PC with Windows XP
Hi all, we have many PCs wit Windows XP SP3. SDP software report says that we have over 100 PCs with IE7 and IE8 - http://clip2net.com/s/6drTBa I i trying delete IE7 as software in this PC after rescan i see IE7 again How i can fixed this ??
Task - Email Link
Using version: 8.2.0 Build 8214 The hyper link for when a task is assigned is incorrect. It looks correct but has the server info in 2x in the link as you can see below.
Signature
Hi! After update Service Desk to 8213 (and 8214) the default e-mail signature (configured on Personalize) don't is automated used when we Reply a request to user. There are a configuration to do this work? Another question, it's possible insert the same Signature on Resolution TAB? Thanks Miguel
working with POs
Hi Team, I need to make some small changes to closed POs.....mostly to adjust some GL coding. How can this be done? Thanks David
Agent for Linux machinges
Have there been any changes to how we can scan Linux machines (has a new agent been developed) or it's still via Network Scan and Workstation/Device Scan? Thanks!
wont upgrade or restore data fully
Hi, all, I am having major issues here :( I was trying to upgrade to the latest version and it failed at 98% "unable to uninstall" I thne reinstalled the previous version and restored the database, only to have http 500 errors in the dashboard. So it looks like I have lost my database and teh upgrade is not working :( I have now tried this on 3 different machines and just uninstalling yo try and restore the data back to the first version I used. Hope somebody can give me some advise/help
Requestor reply not appended to request
Hello. I received a help desk ticket yesterday. I needed more information so I clicked on the button that says "Reply" and I emailed the requestor. She responded back to the email but I never received it, nor does the request indicate in any way that she replied. Can you please advise?
Populate the Reporting To field from Active Directory
How do I populate the Reporting To field? Ideally I would like to use the Manager field in Active Directory. If that is not possible a CSV import would be adequate.
departments created
hello how can i know what is creating departments in the default settings?
Tasks and approvals
Hi Everyone, We are using the request catalog to create requests and assign tasks to different persons/departments. But when a request needs approval, and when it's not approved yet, you can still see and close the tasks. Is it possible to configure the following: Tasks cannot be closed before request is approved Tasks will not be automatically assigned before request is approved. Thanks so much in advance for any reply, gr Robin
Block Hours Contract
Can anyone help? If we have Customers who purchase block hours support can I have a field on the Customer record (or contract) with the total block hours purchsed and is it possible to relate the worklogs for that Customer to deduct the hours automatically? Or possibly another idea to achieve this? Many Thanks
Resources
Having resources available is an excellent idea. However: When a form is created with resources, there is no way to make it mandatory to select at least 1 option. A user can therefore submit a ticket that has no resources selected. When an admin creates a form and adds a resources section, that section should always be set to MANDATORY. If the need arises to delete a resource because it is no longer required (e.g. a business decides to cease using PCs and use Apples instead) there is no easy way
Servlet xml format
I am wanting to add some requests via the servlet API, but am not sure of all the correct xml tag names for each field. Is there an official listing of these tags?
Service Desk Plus from Android
You can include SDP for working in Android. Because my company is full Android Smartphone because the all environment use Google App (Gmail, Drive, Site). You can believe is possible include this plataform to use in Servide Desk Plus for feature release. Thank you for your answer. Best Regards.
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