Disabling SSP login for requestors and disabling Accounts
Hi, Does anyone know how to disable an account instead of deleting it so i do not loose the historical information? Also how do i disable the Self Service Portal logins for requesters under these accounts so that they can no longer log in? Thanks, Matt
Add Item into report below
SELECT wo.WORKORDERID "Request ID",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE ((ti.FIRST_NAME IS NOT NULL) AND (wo.DEPARTMENTID = 1)) AND wo.ISPARENT=1
Problem and Change Timespent reports
I need to be able to create Problem and Change Timespent reports, summarized by technician for the last week. What SQL code can I use to do this?
Remote Control
I can't find any documentation on how to configure remote control (of the desktop) to work. Of course, we're interested (and about to purchase, I hear) in this product so we can service all our clients from a central location if at all possible. From everything I've read, that's the purpose of the MSP. Having a remote control product is something that has interested us in your product. Could you please point me to the documentation on how to make this work? Additionally, I suspect the SDP-MSP
Self Service Portal - SSL
Hi, Would it be possible to add the ability to define the self service portal address as https://<servername> as we publish our service desk portal to customers over a secure link? Also is it possible to configure SDP to use a certificate and SSL for the internal site? Thanks, Matt
Turkish language support
Hi everyone Service Desk 8.1.0 Build 8103 Is there support for using the Turkish language Thank you in advance for your help
ServiceDesk Plus MSP (ITIL v3 ready) with Service Catalog
Hi, I would like to know if there are any directions for ServiceDesk MSP to adopt the Service Catalog feature which is available in ServiceDesk Plus Enterprise Edition. Thanks! Ella
I can't start my service desk server
When i finished install SDP 8.1 on my laptop , it can started normally but when i restart my laptop I can't start my service desk server. It has error alert box like attachment below. Please advice.
I cannot see the contact additional field that i make in request template
Hi everybody. after adding a contact additional fields and according to that i import the contact list from a CSV file. in request template, i m not able to see the additional contact details. this information is needed to be printed in job sheet. Please check the below: The contact field is highlighted and locket i cannot modify on it. I appreciate your help.
Having multiple support email addresses in Account Settings
When we used to use Support Center Plus, we had the ability to specify more than one support email address per account which worked wonderfully. But in MSP, we can only put one support email address under Email Categorization in the Account settings. For example: The service desk has an email address (e.g. support@servicedesk.com) and their external customer has an internal address (support@companya.com) that redirects to the service desk email address. Some requesters have gotten into the habit
Mark Accounts as Inactive
It would be nice if we could mark accounts as inactive. We do not want to delete the account to preserve historical data but mark it as inactive so no new requests can be created in that account.
Question
To whom it may concern, I have a question regarding to REPORT. Is there any possibility to generate a Report by CLOSED BY?
Worklog
Is there anyway to prevent users (technicians) from adding worklogs after a request has been closed?
To Notify or Not Notify depending on time of day and device or site ???
Hi All, I have been evaluating the ServiceDesk Plus MSP product for a couple of months now and have reached a major stumbling block, I need to control notifications based on what time of the day it is. Example: (assuming its 2am in the morning), I need to have the ability to create a request / incident, then notify via email and SMS when a device is under a 24 x 7 x 365 maintenance agreement with us or not to notify, just create the request / incident if the device is a 8 x 5 next business day. However
'My Reports' - mine or everybody's ?
I assumed that this folder within the reports tab, would be a place where I could store my custom reports i.e. only visible to my user id. However I have noticed that users from other projects are using this folder. So is it really 'my folder' or is it available to everyone?
SLA and KPI report by priority for the given account
Hello. I need a tabular report that gives me the following: Priority,Amount of requests,% Response Overdue,% Resolution Overdue 1 - Critical,30,2%,98% 2 - High,x,x%,x% 3 - Medium,x,x%,x% 4 - Low,x,x%,x% 5 - Planned,x,x%,x% but it have to obey the account selected, not all. I already have the following: select pd.priorityname "Prioridade", (count(wo.workorderid)) "Quantidade de Solicitações", (sum(case(is_fr_overdue) when 1 then 1.0 else 0.0 end)*100)/count(wo.workorderid) "% Atendimentos Atrasados",
'My Reports' - mine or everybody's ?
I assumed that this folder within the reports tab, would be a place where I could store my custom reports i.e. only visible to my user id. However I have noticed that users from other projects are using this folder. So is it really 'my folder' or is it available to everyone?
ServiceDesk Plus MSP Searching
Is there a way to search the description (the main description box of text) of a request? Is there a way to search resolutions in completed tickets?
Invoice preparation from Servicedesk Plus MSP
Hi All, I am trialing Servicedesk Plus MSP for use in our business. As an MSP we obviously need to prepare invoices from completed requested. I can't see any clear process for this in Servicedesk Plus MSP, so was curious how others went about this. I have trialed setting up a custom field called "Invoiced?" in a request, which has the values Yes and No, which allows me to generate a report based on on both Request Status being Closed and Invoiced? being No, with most of the relevant data needed
ServiceDesk Plus and MSP Enhancement
Has there been any thought to adding to both ServiceDesk Plus and MSP the capability to enable a threshold/SLA on number of incidents created for a site/location within a specified number of minutes and sending a threshold alert when the threshold is breached. This would be handy in large environments where there could be problems, but the Network Management System may not be able to detect the problem. Sometimes there are problems that the subscriber may experience before the NMS or the NOC is
Service Desk Plus MPS Bulk Password Change
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
Bulk Password Change Service Desk Plus MSP
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
Service Desk MSP Bulk Password Change
Dear All We have 500 requestors and not all are using the self service login. I would like to reset these users passwords in bulk which would generate the welcome/password change email so they have it/reminded of it. The only way i can see to do this is by going into each user and reseting the password which is too time consuming and not viable. Is there an external utility we can reset all password and generate the username/password email to all? Thanks Dan
predeterminate priority
hi. I need help to establish predeterminate priority to low. how i can it? THKS!
Assets / Products
Hi, Was just wondering what the best practice is when it comes to creating Products to be assigned to Assets. In particular, I am referring to when a Product may have the same name, but different part numbers. For example, we have Lenovo T520 laptops, but we have purchased different variations which have different part numbers. It seem's pointless using the part number as the unique identifier in the name field, as it has a field of its own. But there doesn't seem anywhere logical to record that
Viewing tickets in search list
Under the Request tab - when you have a search list and bring up a tickets from the list. Is there a way to have a arror or some way to go to the next ticket on the list in the search ?
Asset Scans
Hello everyone. I'm fairly new to ServiceDesk Plus MSP and have attempted to get a good asset scan. I ran Windows domain scan and pulled in the workstations on our network (although it did not auto-assign them--not sure why). How would it be best to also scan for printers/switches/etc.? Question 2: I ran the Distributed Asset Scan probe at a remote client location and was able to import the workstations into ServiceDesk Plus. How would it be best to also scan for printers/switches/etc.?
Custom query report - display Accounts with NO requests raised in the last 3 months
Has anyone got an idea how to create a query that will show me a list of accounts that have no requests raised in the last 3 months?
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Automatic survey email not working
We have configured our ServiceDesk MSP installation to send out survey emails whenever a request is closed. When a request in a "Resolved" stated ages (7 days in our system) and closes, there is a Null Pointer Exception in the logs, and no survey email is sent. [12:47:52:316]|[09-12-2011]|[com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[41]|: Exception while getting user credentials in getUserId. Assuming Non-Login view. | [12:47:52:316]|[09-12-2011]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[41]|:
ServiceDeskPLUS MSP , group notification doesn't work
Hi, We recently purchase Service Desk plus MSP, we found notification doesn't send to group technichians after a new ticket created what we have done is 1) configured support group for the accounts. ( see attach two screen copy) 2) enable the notification in the notification rules for the accounts ( see attach two screen copy) The problem is 1) when the technician doen't pick up the request, notification never send out 2) when a new ticket assign to the group, notification doesn't send to group
Customize Portal List View
In ServiceDesk Plus MSP, I'd like to create a custom list view for the self-service portal. Portal/requesters can customize their list view clicking the Columns icon and then selecting columns to be presented in the list view. However, as a ServiceDesk administrator, I'd like to limit the columns that are shown or are available in the requester's list view. Related to this, I'd like to "hide" the SLA violated flags from the requester in the list view. Can anyone offer suggestions?
How do I add employee ID & Computer Name (Custom field) and email address to the below query?
How do I add employee ID & Computer Name (Custom field) and email address to the below query (Next to user name) and sort all data by the request statuses "AD to enable account" and "AD to disable account" SELECT aau.FIRST_NAME 'User', wo.TITLE "Ticket Title", std.STATUSNAME 'Ticket Status', ti.FIRST_NAME 'Ticket Assigned To',longtodate(wo.CREATEDTIME) 'Ticket Created Time',longtodate(wo.COMPLETEDTIME) 'Ticket Closed Time',TaskDetails.TITLE 'Task Title', longtodate(TaskDetails.CREATEDDATE) 'Task
Technician Tickets Updates
Just wondering what everyone is using a best practice for when Technicians update tickets. I'm new to ServiceDesk Pro. I know when resolving a issue to go to the Resolution tab, but lets say some one opens a ticket and says my monitor does not work and I go to the computer and see it's dead, how do you update the ticket? And a note? work log? Currently i've been using notes? Any thoughts? let me know. Thanks
How to make emails in the same request?
When I use ServiceDesk Plus, I meet a problem. I have different settings on incoming and outgoing mail servers. For example, I set A as the incoming mail server, and B as the outgoing mail server. If a user sends an email to A, then SDP fetchs this email from A and converts it to a request. I use SDP to read this request, and also I reply this request to that user via B mail server. After that, the user gets my reply. Then, the user continues to send me some feedbacks in the same email. At this
add attachment to service catalog
I would like to add a ROI document to the hardware service catalog for hardware request.. Can this be done???
Close Tickets
Hi, I am evaluating ServiceDesk Plus MSP Professional Edition. I would like to find out if end users (requesters) can close tickets. Thank You, Bledar
can't connect
I;'ve installed it on a windows 7 machine,. It loads fine. when I enter the ip followed by :8080 on a windows 7 client, it cannot connect. I have turned all firewalls off. what gives? I have confrimed that the service is running.
Error in system log viewer (Exception while trying to send notification for the request.)
Hi I am getting the error in the screenshot (Exception while trying to send notification for the request.) when service desk tries to send out e-mail notifications to a e-mail addresses in a specific domain. I have checked and our domain and IP is not blacklisted on the recipients mail server, I am able to send mail to the domain when loggin in to the webmail with the account used for our servicesdesk mails. Thanks
Problems with attachments
Since I updated our SDP-MSP to 7606, everytime we try to download an attachment to an email, we get the option to save a file "FileDownload.jsp". This file is actually the attachment, it's just renamed for some reason. Has this been reported? I'm running Firefox8.0 on Ubuntu 11.10 (so I assume this bug can put under the heading "Browser compatibility"? ;) )
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