view requester details
Dear All i need you help. Since we updated the hepdesk to Version 8109 the technicians are not allowed to view requester details. How can I solve this?? Regards Julia
Incident - Additional Fields - 24 Text, 8 Numeric and Date/Time limit
The ability to create templates is a really good feature, but we are running out of additional fields. Can the number be increased from 24 text, 8 numeric, and 8 date/time? Thanks, Alex
REQUEST: Multiple Email Addresses Per User
Can you please add the ability for requestors to have multiple email addresses (perhaps up to 3 or so)? I have many users who forward their messages to their personal accounts, and create requests from those email addresses. Then I end up having two or three requesters listed for one person because they have multiple addresses. It makes reports confusing also. Thanks, Derek
How to calculate Time Spent on a Request?
Hi guys, Can you say how I can calculate the Time Spent on a Request by subtracting the Created Time and Resolved Time. I know the two dates are stored using bigint, but i don't know how to subtract the two to get hours and minutes. Thanks for any help.
change status from 'requests' view
Hello We would appreceate being able to change request status from the requests view, by clicking on the status which opens a drop-down-box or a popup to change the state Thanks for your help Kind Regards, Marc
SQL query warranty expiry date
I searched the forum for sql query warranty expiry date and found this:- SELECT resource.RESOURCENAME "Resource Name",LONGTODATE(resource.warrantyexpiry) "Warrenty ExpiryDate",productType.COMPONENTTYPENAME "Product Type" FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentType productType ON product.COMPONENTTYPEID=productType.COMPONENTTYPEID order by 3,2 The report query worked fine but i would like to know if anyone
Automatically change call status
I want to put a call on hold as we are waiting for something to happen, this something has a definite date when it will happen, hence is there a way of changing the call status from on hold to open on a specific date?
Template for failure of doing tasks by technicians
Dear all There is a question that I have. As I know that Service Desk Plus has designed based on ITIL Standards, There is a suggestion of adding a new template but I am not sure that is this issue base on ITIL standards or not. I want to add a new template of "Suggestions and Comments" under Service catalog. I mean that requester can submit about failure of doing the tasks by technicians to the manager of IT Department,and then I can report from them. Is there any way to perform this action under
AJP (mod_jk) port configuration
I would like to use Apache HTTPS server to proxy ServiceDesk outside our firewall (for contract support people, home, and blackberry access.) I have several Tomcat/JBoss applications that I proxy through Apache's mod_jk 1.3 (Jakarta Connector) module. This works well because 1) it uses an alternate port that directly connects to the application, 2) it handles variable (POST & GET) well, 3) it's faster than mod_proxy, 4) it introduces few problems than mod_proxy, and 5) it can be on HTTPS port 443
purchase responsability
in our organization have several purchase requesters, and several purchase aprovals, but, other person in it deparment, can purchase the items. How this person know's via email, that there are new purchase orders, and when this orders are aproved. thanks
Google Chrome
I have encountered an issue when editing the service catalog and trying to edit the fields where when I use Chrome it won't allow me to edit any text box fields. But if I switch over to Internet Explorer I have no problem. This only seems to be an issue in the service catalog area as I can use Chrome to create new incidents when they come in without any issues. Thanks,
How to include hong kong in country list while creating site
How to include hong kong in country list while creating site
Solution to multi-language issue?
I'm involved in a new project at my company that will give support to English, Spanish and Portuguese speaking countries. The main concern we have at the moment is how can we provide the Service Catalog in those 3 languages. One of the solution was to directly edit categories as Networking/ Redes / Rede, but we would end up with very long strings and we don't like how it looks. We are aiming for simplicity. So, what I am looking for is for any examples that you may have if you had this situation
Change Management
I have two suggestions to improve the Change Management module: 1. In the "Change - Additional Fields" section, under Pick-List, can the list be configured to be a multi-select list? For example, holding CTRL key to select multiple items, or provide a check-box? Also, can you add the ability to re-order the pick list items? There is no auto-sort or alphabetize option, so adding new items later will place them at the bottom. 2. Add the ability to customize the new change form, to rearrange the
Code page koi8-u
Good afternoon. The request to add code page koi8-u in system SD + as letters which come in this code page are displayed incorrectly (they cannot be read). Thanks!
New Version 8.1.0.9 - webpage not user friendly
Hi, I just upgrade my SD+ to latest version and after that some of my colleague having a problem with their SD+ webpage.... Is there any additional component that i need to install before my user can have proper SD+? Many thanks in advance Regards Wanorwm
New sub category - Technician group assigned
Hi there, I add new sub category and now i would like to link it to support group because any request to this sub category didn't go to any group. So the incident remain unassigned until we assigned it manually. Please advice and many thanks in advice. Fyi, currently we are using 8.109 version. Regards, Wanorwm
SD+ doesn't save signature when added via 'peronalize' option
Hello I currently have one user who when he adds his signature details via 'personalize' the windows containg the signature 'flashes' for a second when he clicks save, but the changes arent actually saved SD+ Version: 8.0.0 Build 8022 O/S : Windows 7
System Administrator Notifications
Hello good day, When a technician sends an email to a recipient whose mailbox is full, a response is received from the System Administrator indicating that the recipients mailbox is full and it is recorded as a conversation to the original request (as expected). However when the technician includes an attachment in the email, a response is also received from the System Administrator indicating that the attachment cannot be sent due to the mailbox being full, but instead of adding the response as
Problems
Please your help as we have changed the virtual machine to another physical server already been pointing to the old ip when making a shutdown sh-S [root@servicedesk_sondas bin]# sh shutdown.sh -S Exception in thread "main" javax.naming.CommunicationException [Root exception is java.rmi.ConnectIOException: Exception creating connection to: 10.10.100.49; nested exception is: java.net.NoRouteToHostException: No route to host] at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:649) at org.jnp.interfaces.NamingContext.lookup(NamingContext.java:509)
Request Screen Custom Views Garbled
After the update to 8109 the Custom view selection on the request screen is messed up on some users – like the web page frames are not in place. Any ideas?
Pie Chart in Contracts Report
When I run a Contracts report, the pie chart on the first page shows parts of the total number of contracts. I would like to have the pie chart show the total value by Company Name. I don't know how to change that with the EDIT report function. But maybe there is a way?
change background color of the first page in Service Desk Plus
Hi I want to change background color of the first page.By default it's white but I want to change it . I customize the login page in C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\index.html but I can't change the background color , Is there anyone help me?
multiple engineering departements
I would like to know how to setup multiple emails for service desk, because I’ve an engineering directorate and multiple departments within the engineering so I want to set an email for each department, any suggestions .
deleted business rules still working
Hi I have deleted 3 business rules, but they still seems to be active. I have also looked in the RuleDefinition table and they are not there. I have restarted service desk server as well, but the rules still executes. Any idea's?
Customization of Request to Change Association
is it possible to customize event/actions using scripting? ie: On association of request to change, is there possibility of adding custom script to populate some of the change fields from the request fields? Thanks
Adding Values with two Languages
Hi, as SD+ is a multi -Language application , I think it will be very good idea to have an option to add the values of master data in English and another selective language. for example : the Category name currently is entered in one field so it must be entered in one language (English for example), now when the user switch to another language , all menus will be changed to that language but the master data appears in "English". so I suggest to have two fields for all master data entry one field
active directory additional fields
i have alot of users on the active directory but i didn't fill out the information (phone, department,....) so how can i automate this procedure, is there any form or third party software to be able to fill these fields so it can show in service desk.
Custom report for all ticket activity in a week.
I am running ServiceDesk Plus, version 8.0.0 Build 8021 with MYSQL. I have one custom field, "customer" I would like a report that will report all activity on a request for a given period. If I am able to run it as a scheduled report, I would run it weekly. The goal of the report is to compare activity in SD with my regular notes and improve my billing process. I don't know of a field that would indicate a request was "touched" or not, but I have been looking without success. The report should
Changeing a windows workstation into windows server for CMDB
A windows computer running windows server 2003 is inventarised as a windows workstation in the inventory of SD+. Now I want to change it to a windows server to have a correct situation in the CMDB. Is there a possibility to addapt the CI-type of a item? Best regards, Mark Flothmann
report
Dear all There is a question that I have. In the report tab I want to report some data from those fields that I have created by my own in Service Catalog. but I cannot find Service Catalog additional fields in the report available columns. Where can I look for them and ho can I create a new report we those fields that I need to add in columns to report Any Idea? Regards Negin
Solution format
Dear support desk, Is it possible to format the solution menu in a different way. Now the topic is set in bold characters while according to me it would be more easy to read, especially with lots of solutions to set the field<Title> into bold characters and leave the Topic in normal characters. Kinds regards, Raymond Boer
Send incident to JIRA
We are currently using JIRA for project management issues. I would like to send incident from Servicedesk plus to JIRA. I already know how to do that. Servicedesk plus api to get incident and then push to JIRA using SOAP and add it as issue. However I would like to create a button is the incident screen on Servicedesk plus. This way the administrator can push the button to initiate the code that pushes the Servicedesk plus incident to Jira. The only thing I need is link of Servicedesk incident page
multiple emails
i created aliases for the multiple emails that i want in the service desk, but how to let it get assigned by itself what criteria should i put in the business rules
business rules
I created a business rule with some criteria so that the request will be placed in a certain group hoping that auto assign will distribute the requests with load balance, but it’s distributing them without considering the group that it was assigned to by the business rule.
The default report groups should be able to be removed or disabled for certain users
We don't use most of them, and it's confusing to users.
Allow new tasks and service requests to be created using an existing task or service request as a template (very useful feature for helpdesk setup)
This will make the creation of new categories and request templates much easier
Fault report to Service Request.
Is it possible to convert a Fault Report to a service request?
Request Type field vs Service Request/Incident
I'm trying to understand the difference between the Request Type field and the Service Request/Incident types of requests. In our Request Type field, we have three options: 1. Incident 2. Request for Information 3. Service Request Are these correlated at all with the Service Request/Incident requests? For example, if I create a new incident, but set the Request Type as Service Request, will it show up as a Service Request or an Incident in reports? If the incident I create isn't exactly a true incident,
import assert become error code
I use chinese version.After i import assert,non-english fileds are displayed error code.I think it is because language problem.can you help me!
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