Feature Request - Received Reply Red Flag.
We would like to request the ability to de-flag a request when a user replies to an email. Most Technicians use the incoming red flag to evaluate when a request is ready for further action. For instance. Initial User request (green incoming flag) Tech response and forward for additional input from various sources (green outgoing flag) User response "thanks" (red incoming flag) Now request is flagged red We would like the ability to un-flag the red and make it standard green again
Block Approver Access to the requester
Hello, We are using 8.2 version. As an administrator i have created requester named (eg:rajeshkumar) and blocked the SERVICE REQUEST APPROVER access to him by unchecking this option available in Organization Details-Requester. Requester rajeshkumar opened request and the technician used SUBMIT FOR APPROVAL in that request and instead of sending to the manager emailid he sent to requester(rajeshkumar) emailid. Requester got the notification email and approved his own request. How the approver access
Project Management Feature Requests
After associating a project to a change... 1. creating a new task within the project module does not update the implementation tab "task list" within the change and vice versa. If you add new tasks within the implementation tab of the change ticket, it will not update your project task list. When a new task is created it needs to be reflected in BOTH the implementation tab of the change and project task list 2. from within the project task list, create icon shortcut with pop ups that provide the
TO and CC addresses should be added to the request
When a request is raised via email, anyone included in TO and CC fields of the email should be added to the requests 'Email IDs to Notify' field. Also, the 'Email ID's to Notify' should also receive notification when the request has been resolved (if the option to notify requester when marked as resolved is enabled) Thanks, Ed
Can't login
I have been trying to configure the AD login integration with Technician login. I thought eveything was working last Friday but I come in today and cannot login ( and I use the adminstrator account). Normally I see an option to login locally but that option is gone. Can someone please help? I did reset the password according to another article that pointed to here: http://203.199.211.69/sd/AddSolution.sd?solID=303. And I did so successfully, however it still says my username and password are incorrect.
Service templates in Service Catalog
Hi, I have a question. Is possible to create a new service template with the same name of another one, which already exists but in a different category of the Service Catalog? Regards.
Inputing Contracts into Servicedesk
Is it possible to input contracts via csv if not is this in th e road map to be able to do this. Our model is contracts are renewed yearly and to re input every year is going to take a lot of time
Changing the Priority Matrix to account for Incidents and Requests
In our organisation, a request has a different priorty to an incident. WHile we'll probably have to duplicate the whole impact list to allow for incident/request, it would be better if the Prioity Matrix could have a third axis to allow the priorty to be determined by impact, urgency and incident/request brett Bridger St Vincent de Paul Society
variables available for use in the survey
hi Is it possible to use the variables $Title, $Description and $RequestID in the survey? Tim
Custom notifications
we are using the notification for notifying customers that a ticket is created, closed, etc... how do we exclude 1 customer from this? we want the service to created a ticket when they email support@, but we only want them to not get a notification.
64 bit?
What are a few advantages of upgrading to the 64 bit version of service desk?
Ticket forwarding / passing between SD+ and other service desk systems
Hello guys, I have a requirement to pass tickets on to at least two of my out source partners and system to system integration would be great. I need to know if I can pass SD+ tickets to other service desk systems? If so, how? Can the ticket status updates come back via the same route? Are Web Services an option or can I use email and route this way? Kind regards Oliver
send email notification on new request for technician - External email address
Hi is it possible to setup a rule that: when technician A is assigned a request ME sends an email to an external email address. This would be an email address from another email host... say a Gmail account for instance... possible? and How would we do that?
Additional Option in Approver View
Hello, We are using the licensed version of 8.2. There are two options are displayed in the approver view who have the approval rights. 1.Approve 2.Reject Is there any possibility to add one more option like OTHER or On hold in that approver view ? Example:In my scenario, Approver person (Manager) want to check with the requester and he need more information to approve or reject his work ? If the manager straight away reject his request the technician will close the request with those comments and
Searching using operators
Hi team, Is it not possible to search for keywords using operators like AND, OR? As an example, trying to search for a Visio install request using the keyboards "amy visio" (without quotes). I would like it to search and show requests that contain the words amy AND visio.
Can use another account instead of 'sa' ?
Dear Support Team, Can I change the MS SQL account from sa to another account while change the database. I've got the concern from my customer that the 'sa' account is not secure enough and break their IT security policy. I've try to changer to another account let's say 'servicedesk' but after I restart the server the servicedesk plus service is starting for a while and not response (as in the attachment) Regards,
Option to Reconcile workstations not present
Hi - After upgrading to 8.2 build 8201, the option to reconcile workstations is no longer available. I'm following the same steps as previously (search for the workstations, select the two that I want to reconcile, and go to "Actions"), but Reconcile does not appear in the list of options. Thanks, Jacob
Add search functions to the Project Module
With over 200 projects, it is difficult to quickly locate a project. There is no way to search or filter by name. Also, the search model on the "Home" page allows you to "Search in" all of the modules EXCEPT Projects.
Purchase Orders Problems Post Migration to Build 8207
After migrating to build 8207 from 8109, we've had POs that we're already approved but reverted to pending approval. And PO content disappearing (Items do not display) but PO Total Cost is still showing. Anyone else having issues with the Purchase Module in the later versions or this are isolated incidents?
Seach section in servicedesk
Hi, Was wondering is there any limits in the search criteria, for example: I have a call logged with subject ServiceDesk is great, however if I search for ServiceDesk great it finds nothing. Is it possible to do an advanced search using special characters? Thanks Keith
Backing out Service Packs, patches, upgrades, database structure changes
We intend to move to 8209 when it's re-released however what's the procedure for backing out and reverting to the previous build? Are there any database changes?
ServiceDesk Plus - report feature - list of vendors.
How can I generate a report that gives me a list of my vendor contacts with emails? Thank you!
Create an Incident or Service Request Field that won't allow duplicate entries?
The manager requested a field be created that allows the technician to "rank" the open tickets in terms of priority according to the customer's request (if 10 items, then rank them 1 thru 10). I can easily create a new Incident or Service request field allowing numeric values but is there a way to restrict duplicate entries for fields?
Login password encryption
When a user/administrator logs in with ServiceDesk Plus 7, is password encrypted or sent with plain text? What about using domain usernames? Thanks
Problems logging in new technician
We have just added a new technician but don't seem to be able to get her to logon. System says incorrect username or password. I have changed the password a couple of times to no effect. I have also deleted and re-instated but still no joy. She has been removed as a requester in case there was a conflict there. We are licenced for 20 technicians and have 24 listed but 5 are not currently active so shouldn't be a licencing problem. Any ideas? Richard
Increase Attachment Size
I need to increase the allowed attachment size. Can this be done?
Unassigned Calls.
Hi, Was wondering whats the best way to setup system for Unassigned tickets. Can i get system to email a user or group after a certain amount of time if unassigned, as dont want user's sitting watching screen's all day for Unassigned calls. Any input would be great. Regards Keith
SLA Escalate to another group.
Is it possible to take an SLA escalation and assign it to another group after a certain time period? We have a SLA setup that requires our technicians to resolve the issue within an hour, after that it will notify the next group every 30 mins. We would to be able to automatically assign it to another group after the first hour. Is this possible?
Change Requests by Asset....
Is there any way to view all changes related to a specific asset? It seems like we are tagging assets in change tickets, but there's no good way to get a quick view/list of change tickets related to a specific asset. There has to be something we are missing? The bottom line of change tickets is being able to review all the changes for a specific system/asset in a way that aids troubleshooting and research. I do not see a way to easily get this.....maybe a report?
Hotfix 8119 Problem,failure starting
Dear, We have updated from 8114 to 8119,but unfortunately the service started unsuccessfully,it seems that it is wrapper problem,below is some tips from wrapper.log,please help. STATUS | wrapper | 2012/12/13 09:52:51 | Launching a JVM... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: Initializing... INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager: WARNING - The version of the Wrapper which launched this JVM is INFO | jvm 10 | 2012/12/13 09:52:51 | WrapperManager:
Screenshot paste feature in online request creation noted as SDF-24233
I see there are several items ranging from 1 to 4 years ago on this topic but then they stop. We are looking for this feature and a screenshot accompanies almost everyone of our new reqeust. Is there any update on this being avilable? thanks, Eric
$RequestLink giving incorrect hyperlink
In our notification messages we are getting the incorrect hyperlink sent in the notification message. It says http://servername:8080/http://servername:8080/link to call the second part of the hyperlink is correct, but the link as a whole is not correct.
Problem with restoring data
Extracting backup file.... Please wait extracting backup file java.util.zip.ZipException: invalid END header (bad central directory offset) at java.util.zip.ZipFile.open(Native Method) at java.util.zip.ZipFile.<init>(Unknown Source) at java.util.zip.ZipFile.<init>(Unknown Source) at com.adventnet.servicedesk.tools.RestoreSDBackup.extractBackupFile(Res toreSDBackup.java:1022) at com.adventnet.servicedesk.tools.RestoreSDBackup.deCompressData(Restor eSDBackup.java:1017)
SD+ server migration - 8208 x64 full install files
Hi all, We are in the process of swapping our servers from physical to virtual servers on VMware. Yesterday I installed the new SD+ server and upgraded the existing server to the latest version. However there is a mismatch in the versions. 8208 is available for the existing server (I've seen the post about mail fetching problems in the 8209 SP) and only the 8209 full installation files are available for download. We are also switching from Win2K3 x86 to Win2K8 R2 x64. I do not have the x64 full
Reply to request for approval creates a new request.
Reply to request for approval creates a new request.
Microsoft Forefront UAG and Service Desk Plus Mobile App
Is there any integration with Microsoft Forefront UAG and Service Desk Plus Mobile App. I can expose the webpage through a UAG Portal to view over an internet browser...
Request Approved By
Dear Support , is there a way to create a field named : approved by ? thank you
aging report that show open and onhold tickets
7 days old; 8-15 days old; 16-30 days old; more than 30 days old so that would be four columns. sorted by category if possible 1 report with details and the other just a summary of count.
Request Approved by
Dear Support , is there a way to show field in the report named APPROVED BY . thank You
Alert the following technician when new request is created does not work
Hi, "Alert the following technician(s) by e-mail when a new request is created" doesn't work. When the request is assigned to one technician or group it works. Is this some software bug or am I missing something? Anyone face this same problem? How to solve this?
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