Create a request from a Task
Hi I have seen others mention this, so wanted to find out if this is something that will be/is implemented. Basically I have a request that has 12 tasks, one of the tasks involves procuring hardware. (if its required) I would like to generate a new request from that task to assign to another employee (this request would have its own tasks for hardware procurement) Thanks
Do you support SMTP for incoming mail?
I know this was stated in a post 6 years ago, but I was wondering if this is in the current release or will it be a feature in the near future?
Survey Result Report
I am trying to create a custom report that will generate the exact same information as the default survey results page "User Survey - Survey Results" or is there a way to export the default survey results page to csv or excel? Thanks
Requester replies to email
If a technician sends an email from the request via the 'conversation', the requester receives it. The requester replies to the email - should the email update the conversation? Currently this is not happening Thank you
Reports - Category, subcategory and objects in the same report?
Hi! Now I have three different charts, one with category, one subcategory and one with object. I would like to have all this in ONE chart. So my question is if that is possible? Regards Alex
Adding field - stuck on processing
When I am adding a new field to an incident template, and fill in the name description, pick list options, I click ok and it gets stuck on processing
Contract ID
Dear any one can explain to me why the contract number is starting from one then the second number 301 ,302,303 etc
Can I add a Ticket Status to the ones they already have?
Can I add a Ticket Status to the ones they already have?
Removing technician's
If I remove SDP privileges from a technician, say because they have changed roles and no longer provide tech support, their name remains in the technicians list. I suggest that on the technican page you add a "Change as requestor" button that aotmatically removes the technician privileges and moves that use r back to the requestor list.
License Key is not copied to all Software License Asset
Hi, when I mark a software Received in the Purchase tab, if my software has a license key, the license key number is only on the first Software License, the License Key box is empty to all other software license. Thanks Frikdel
Site Admin Access to creating templates.
The ability to create templates and service request catalog entries by the site admins for their site would free top level admins from having to create every single template for every single site. Site Admins should be able to impact their site and the top level admin should be able to move templates and apply them between sites. As it sits now the site admins can do little more than a technician can.
Update request using email command?
Hi, I did try to update ticket by using email command but it didn't work. I used @@ in the email subject then type @@Category=General@@, @@RequestID=xxx@@ something like this. Everytime i did it always create new request with new request id. It' working well with create new ticket with using email command but not for update. So please could you help or advice the way to update ticket with email command. Thank you. Sakarin N.
Workstation Change notification to technician
is this feature available in manage engine so that when a user tries to install something in his workstations manage engine should notify help desk technicians ? if so ; how should i configure it ?
'new scan' in assets/workstations
Hello, I have problem with manual scan of one workstation. Previous I did domain scan and I found some workstations which weren't added by this scan. Then I used 'new scan' and added the workstation(for example pc01) scan was successfully done, and then I did 'new scan', It was successfully as well(pc02), but previous workstation(pc01) disappeared workstations list and assets. And always when I try to add new workstation manually it replace previous workstation. log from 'history': Computer (pc01)
Single Sign on Weirdness
We had to do a full reinstall of our servicedesk due to MySQL corruption. We now have our database running on an MSSQL which is backuped up fairly regularly. Since going live with the rebuild, we've been having an issue with Single Sign-On, I used the bat script provided to configure the computer account. What is weird is that, although it doesn't work for us at all in Internet Explorer - it works perfectly fine in Firefox. I've checked my credential manager. I've reset IE to factory
No Of Fields In Service Catalouge
Hi there I am servicing multiple departments all of whom want different custom service catalouge fields. Is there a limit to the no of fields we can use?
Is there a way to ensure that a tickets isn't closed without a valid category?
I would like to make sure that techs are categorizing tickets with a category and sub category before closing and resloving requests.
How to access a saved raft of an email correspondence?
I recently received this question from one of our help desk agents and I wasn't sure how to respond back to them. When they go to send an email from within the ticketing system, sometimes they get side tracked and they may not have everything completed, and they get this message saying that the draft has been saved. If the message window accidentally gets closed, is there any way to access this draft so that they can recover and continue from the point of the last save? Regards, Carlo Senior Client
RECONCILE computers fail. Error sdp.ajax.request.send.error
While I have been able to do this historically, the ability to reconcile two identical workstations (one has the _old indicator) no longer works with my browser (IE8). Once I select two computers and try to reconcilse, I get a popup browser error: sdp.ajax.request.send.error We are currently runninig : 8.1.0 Build 8112.
Reply Option in the mobile SDP
I need to put the Reply option in the Mobile SDP, because all technician have Blackberry and iphone y we need to respond via Mobile.
Access to Request ticket from Problem?
Hi. From a Problem, we would like to be able to see the conversations in an associated incident. Within a Problem, when looking at the detail of an associated request via the Requests tab, the request conversations are not included in that view. It would be very helpful to be able to view the conversations as well. This could be achieved two ways. The conversations could simply be included in the detail view of a incident when viewed from the Incidents tab of a problem. In the list of associated
Adding solutions to All Accounts & updating when new account is created
When adding a solution, Accounts need to be associated to it. If I select all the Accounts in the list - then all can view the solution. However if I then add a new account, this is not in the list of Accounts who can view the solution. This will mean that when we have a new customer, (ie account), we will have to go through all solutions and associate that account. Is this correct or is there another way of doing this? Thank you
Prevent requester notifications
Hello! I have a requester imported from AD which I´ve changed to technician and added the user to a role who have permissions to add requests. I´ve also created a specific template for this purpose where the requester can set "Group". The idea is to receive alerts from a monitoring system which sends out e-mails with the above mentioned technicians e-mail address. How do I prevent this requester/technician/e-mail address to receive notifications regarding everything about the request, for example
scanning 64 suported software
Hi, The issue that we have is that when we scan 64 bits PCs, some software is not detected by Service Desk Plus as the software installed. I am ussing Service Desk Plus 8.0 buld 27. Wait for your answer. Ariel Gutierrez
Language folder
Hi, I installed the SDP, made some language changes on the config system. I made backup of the server and migrate the data to another server, but the language changes didnt come with the rest of the data. Can I backup/migrate the language changes on the SDP? How? Thanks.
Approval
hi, how can an approver check who has approved earlier than him, if for exemple he must be the second approver ? Thks
Workstation scan
I did a manual scan of one workstation and received a failer message that the credentials were wront. I scanned the workstation again with the correct credentials and had a successfull scan. Now I have a duplicate record with _old on the failed scan workstation ID. How can I avoid a duplicate record? Also, the next time the auto scan runs, will the failed recored be removed?
Exclude 'store', 'expired', 'disposed' machines from scan?
I have a long list of workstations that can not be scanned. No big surprise, most of them are turned off and sitting in my storeroom. Is there a way to exclude them from being scanned (and failing) but still keep them in the database? This way, I could focus on the machines that REALLY can't be scanned.... Thank you!
reporting on timespent of calls outside normal business hours
I need to run a report on timespent , specifically the volume of calls and time spent on calls outside normal business hours. E.g. outside 9-5.30pm or 8am-6pm - is this possible?
Difference between ServiceDesk and desktop central
Hi support, I have some questions. We're running both desktopcentral and servicedesk plus. 1) You can take remote control of a computer with servicedesk and desktopcentral. Only, there is some big difference between those two. With remote desktop in Desktopcentral you have more options and it works a lot faster. Why is the remote desktop tool in servicedesk not the same as in desktopcentral? 2) Desktop central syncs all our workstations to servicedesk plus. We're also using MDM in desktop central,
error while fetching response ajax response: id is null
When I try to run a report throws me the next legend: error while fetching response ajax response: id is null A who is this?
View based on the red envelopes
Can we create a view which only shows requests that have been replied/responded to i.e. have the red envelope icon. I am backing up sd+ at the moment so I am unable to check, but can we sort the "envelope icon" column to put the red ones above the green?
There are several servers we do not want to scan but need to keep on the asset list
But, Workstation(s)/Server(s) failed during last scan. list is keep comes back whenever I scan the servers. Those specific servers are just for record purpose and outside of the domain. (also blocked by firewall due to the company policy) How can I keep those servers / workstations away from Failed scan list? Thank you in advance.
External Database
Hi, I would like to know if SDP has the option to get external data from another database. Example, I made a template where the user has to input the license plate and name of the owner in two additional fields I made, but this info is in another system that uses MS SQL and right now they have to input it by hand. I wanted to know if its possible to let's say input a certain number and the system consults the external data and brings it to the Service Desk. Thanks, Bijan
Custom Reports
There are a few things I'd like to see in future releases related to Reports. Please let me know if any of these items are currently available . Allow technician access to query reports. Have Report roles allowing both read and write access. Is there any plan to someday have the ability to add a prompts to reports? I'd like to be able to prompt the user for certain information such as the technician group he wants included in the report As administrator, I am unable to delete empty report folders.
can i edit the Ram size in the service catalog ?
i have a user want to upgrade from 16 GB to 36 Gb so he want to have other option than 2 , 4 ,8 GB in the Ram size request can i edit this Tab?
Report question
Since SDP has our hours in the database, is there any way to create a report, either with built in reports or via a SQL query that we can see how many tickets are being closed during NON business hours? For us that would be nights after 5, all day Sat/Sun and holidays. TIA Craig
Customising the Survey
Hello, Can you please tell me if it is possible to change the title on the free text field "Any other comments or suggestions" and name it something else or add an additional free text field to the survey template. If it is possible, are there instructions on how to do this? Thanks Nicola
Export / Import
HI I have load of updates to do on our asset list which would be quicker for me to export it out from SD update in Excel and re import. 1, I have exported all the data using the new reports options 2, Found the Import asset option on the asset screen Problem I can export 24 fields and only import 17 fields. is there a way to import everything we can export ????
IR Work Log not written to History
We are noticing that the Work Log is not written the History page of an Incident Request. Shouldn't a work log entry be written to the History page? We using build 8114. Thanks!
Next Page