Desktop Central agent for SDP (SDP agent not strong enough)
Hi all, I use SDP (8127) with agent 1.0.13, the agent do not always scan (on-demand) and the scan at start-up is the same, some application are not always detected. I installed Desktop Central on my dev SDP server and dcentral scan on demand and push information to my DEV SDP, looks like the scan is more powerfull in Dcentral. Is there a way to use Dcentral agent without paying for the DCentral Pro version ? Thanks
Reporting to department heads and management
Does anyone report metrics out to your department heads or management? If so, I'd be curious to find out what you are reporting, how, and how often. I'm thinking more of an executive style report for each department head that would show open/closed calls broken down by category, SLA in/out, top 5 requesters per department, etc., comparison from the last reporting period. If anyone is doing this please feel free to share! Thanks-Erik
Auto assign tech - assigning in vacation technician
Auto assign technician assigning a tech that already in vacation. What I did wrong?
Project Management module missing and Asset Summary lost after Upgrading to build 8.2
Hello, After upgrading from build 8121 to build 8200, we don't have the project management module an Asset Summary does not report any value. Please find picture attached for your information/reference Fyi, we were not noticed for an error after upgrading (upgrade successful) Looking forward for your feedback soon Thanks, Jedidia Andriamanampisoa
Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board?
Hello SD Team, Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board. It navigates to the corresponding tickets,In case of incidents,requests & change orders. Similarly can we navigate for problem tickets as well. Attached the screenshot for reference, Please check and let me know. Thanks Praveen
Edit request without sending email.
We are using Service Desk Plus hosted on our servers. I often have to make changes to requests and usually its not important for the employee that made the request to see those changes. My problem is that for every change or edit that you make it will send an email to the person that made the request. Is there a way to turn off the email notifications? Or better yet is there a way for me to choose when I want to send a notification about an edit and when I dont. .
Upgrade failed
I just ran the update to build 8121 and forgot to turn off the manage engine service and forgot to take a backup. Is my installation borked? I can get to the logon screen but when I try to login it waits for about 3 minutes then displays a bunch of exception error gook. What should I do? yes yes i know i should have backed up... i'm an idiot. Please help!
Daylight Savings
Good Afternoon, We have noticed that our service desk does not have the correct time since we have moved into Daylight Savings time. Please advise a fix for this. Kind Regards Richard
unauditted workstations report
hello how can i generate a report showing unaudited workstations for the last 30 days thank you
project management roles
I am trying to understand the implications/permissions with each project role. Can someone verify/correct my assumptions (the manual is very vague here): project admin - project module super user, can do anything project manager - can do anything within a project when the project admin has assigned this role to them but cannot create nor delete projects team lead: I do not know can someone comment? team member- can view projects they are members of but cannot see other projects? What does assigning
Ticket Reply duplicating cc'd emails
We have noticed that since the last updated to 8211 that any ticket that has cc'd emails on it, as soon as you do a reply, the cc line on the reply has all email addresses duplicated. Is anyone else having the same issue?
SD+ Agent
Hi Two questions about the agent 1. We installed the agent with SCCM and when I tracked the installations and how they reported in to ServiceDesk I noticed that suddenly I had lost 830 clients in SD+ that says they don't have an agent installed. The daily scan sees that the client has an agent and thus doesn't update the SD+ database with the info that it has an agent even though the SD+ show that the client doesn't have an agent. A restart or a manual scan does update the agent info in SD+ but not
Task template doesnt have technical grouping populate
When creating a service request and under Service Workflow Settings when I add a task, the Group field does not populate with the technical groups I have created. It does show all the technicians in the technician field though. Appreciate your urgent assist with this please as I am stuck on this configuration limitation. PS: I think an email option should be set here so that people who ask a question can be notified via email should someone reply. also have the option to uncheck receiving emails
Edit the subject of a logged call
Is it possible to edit the subject-line of a logged call? Users have the tendency to ask multiple questions per e-mail of which only one applies to the IT department and then we receive a call labeled "Fwd: Re: Re: Library Talk" but the IT-question is password related. Or a call-subject is "Re: Password" but now the question has changed to software purchases etc. It would be convenient to change or edit the subject so that it is easier for an IT technician to pick up a call (an not assume it is password
My Closed Tasks View
Add to the dropdown on the tasks view to View My Closed Tasks.
ServiceApprovers in REST API
Hi I am running build 8212, and trying to update the request's approvers using serviceapprovers tag in EDIT_REQUEST operation, but it doesn't work. I assume, by passing the values in serviceapprovers tag, they should be replaced by the current values. I am also wondering how adding stages would work? Just notice editing other fields like editor works quite fine, but serviceapprovers doesn't work. Am I missing something? Thanks
Incident/SR Templates
One of the main problems I have is the fact that you cannot create a template to base other templates from. As an example, I created about 20 incident templates and about the same amount of SR's from scratch because you can seem to duplicate a existing template. Im not sure if there is a way to do this but I havent found it. Would be great it this could be added as a feature
Report: average time between two different ticket's status
hello, we would need to generate 2 custom reports. the first one is: average time between template change from "default request" to a custome one (named "gestione rda"). the custom template has two task. the second report we need is: average time between single task completion. thank you, mario zelaschi italian institute of technology
Rest Api issue (operation name GET_REQUESTS)
Rest Api issue (operation name GET_REQUESTS) http://localhost:8080/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=A88FEA4D-28B4-416A-90BC-A6D5698C09F4&INPUT_DATA=<Details><operation name="GET_REQUESTS"><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>5</value></parameter><parameter><name>filter by</name><value>All_Request</value></parameter></operation></Details> Please help me get the GET_REQUEST working. As per admin guide the input parameter
Question on SDF-51426 (Notify requester when technician is assigned to a request).
How can I configure this please?
Report with specialist missing data
Helow! Please tell me how generate report by specialist with missing reason field?
Tasks and Projects - how to filter out closed
Hi, Once we have completed a project we close it but this is still displayed on the all projects or all tasks, I am aware you can apply a filter but I would not want to do this every time, also in a years time we will have lots of Projects and tasks that are closed, I am aware we can delete them but then we would lose our historic data? Thanks James
Close Button on New Tasks Screen
Inside the tasks, you have a delete and edit button. Can you put a close button? It would make things simpler from a usage standpoint rather than spot editing to close.
Asset combobox in new request form
Hi, currently the asset's combobox only shows the name, unfortunately it is not always easy to understand what type of asset it is, as shown below: My proposal is to add the asset type, such as below: in addition, it would be greatly appreciated you can also select the assets that are associated with the Department of the selected user (Asset assigned to the department but to no users), such as common printers.
Hide Tab -reg
Dears. I want to share the 'Solutions' Tab to my all office staffs in SD+ . Suppose if i create one user exclusive for these case, But 'Home' & 'Support' will come automatically when create user for 'Solutions' Any possible to hide 'Home' & 'Support ' tab ? Because some body click the both tabs and also ask internet facility instead of instranet. pls help us shakthi
Hiding priority from self service users
Is it possible to hide a Priority level in the Self Service portal so that user's can't select it?
SD+ Incident Template work log
Dear, We are currently testing SD+ and so far so good... But still I miss 2 crusial features which are a bit of an anoyance. Our Technicians use several incident templates... What I would like is that the Technicians name is set as the person who is logging the ticket. Second thing is when using a template, it's possible to add a solution and already close the ticket on save, but because there's no work log added, this template always comes back that it cannot close due to the work log. The work
Time Elapsed definition
Hi, I'm running reports to find average time elapsed on certain tickets. Is Time Elapsed referring to the time the request is "closed" minus the time the request is "created"? Or is it the "resolved" time minus the "created" time Jeff
Problem: Associate Incident
Why requests what are created through templates in the service catalog, I can not associate with the problem? All other requests associated well
is it possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only
Hey guys, just wondering if it is possible to setup a non-technician user with permissions that enables them to VIEW requests from a certain site only? Cheers
Deleting old requests
I'd like to delete all requests over 18 months old to save space. Currently we have over 107,000 requests many with attachments that are no longer needed and bloating up our database. We have used the "Archive" function but the DB is still huge and filling up our SQL server. Can you advise the best way to get rid of these old requests? Thanks.
printer showing in workstation
hello i'm having a printer that is always showing in the workstation what is the solution for this problem
Change Order Approvals
Is there a way to not have to make a change order approver a technician? Currently an approver must be made a technician in order to access the change tab.
Progress Bar When Restoring
Is there anyway that i can truly know the real restoring progress?
SLAs for Service Requests vs Incidents
We have two issues with SLAs. We created a set of SLAs for Incidents and one for Service Requests with the intent that they would have different urgencies and impacts and therefor different due dates. However, with only one Priority Matrix available, the only due dates calcuated are those we created for incidents. How can we establish two different sets of due dates based on the Request Type. The second issue is related. When I created the urgency types for the Request type Service Requests,
Moving reports to another SD+
Hello, Not sure if this is possible but worth asking! I have an installation of SD+ that 2 departments have shared for several years. They are now splitting, with one moving to a new instance of SD+. They have a lot of reports set up, is there a way to migrate these across or an easier way of copying them rather than a manual creation? Any help appreciated. Thanks, Mike
Cannot delete technician
I have deleted a technician from the technician list but he is still being assigned tickets via the round robin feature. The only place he shows is in the scheduler and under technician when trying to create a request. He is not listed as a technician or requester. it seems as if his technicain account is hidden. I saw a relationship associated with the department he used to be in but when I clicked on his name I received an error.
helpdesk tab of dashboard not showing for site restricted technician
we are trying to set up a site specific help desk where that sites technicians respond to that site's users. we have configured the user roles, assigned the site to the technician. when the technician logs in they see only their site tickets, so this works fine however, on the dashboard view, they only see the Change tab (part of the 'Problem and Change' tab), as they do not have problem access, and they do not see the 'Assets' tab as they do not have access to Asset - this is good behavior so far.
Cannot see new Service Categories in Request Catalog
I've added some new Service Categories which I'd like users to be able to choose from in the Self Service Portal but they are not visible here. They can be seen by the Technician alright. How can I make these visible to the Requesters?
DST Update (Australia)
We a currently running both ServiceDesk Plus (8105) & SupportCenter Plus (7918) & DST (GMT +11) has not taken affect since changing on the weekend. Timezone & current time / date on both servers is correct. Please advise.
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