Backup Technician
I'm trying to make use of the backup technician feature, but there seems to be a problem. There are two technicians, the first tech (#1) gets all of the requests and the second (#2) gets requests assigned as needed, or as a backup tech. - kind of like a tier 1 and tier 2 support setup. If I edit the schedule and say tech 1 is out, I'm prompted to setup the backup tech, but there is no tech in the drop down to select from. I read that SD uses sites to determine which tech to use and if sites aren't
customize dashboard
I want to customize the dashboard for SD+, I dont want my technicians to view the Requests of other technicians... regards...
Question for integration between SDP and DC
SDP has own agent and Desktop Central has own agent. If I installed the both SDP and DC together (and integrated), which agent I have to install to have full functioning agent for SDP(Asset Exploror & Remote Control) and DC(Remote Control and deploy)? Also, is there difference between SDP Agent and DC Agent in remote control? Thank you in advance. SC Jung
programically create request and servuce catalog templates
we are currently building up our incident and service catalog templates there are a lot of them to do, and some only have the odd custom field. but each is based on a different category, sub category which we want prefilled instead of the requuestor doing so is it possible to mass create templates and only change the required categories for them either via a script or db also where is the default template for service request kept
Set Email From Address to Technician
Is there a way to set the assigned technician as the reply to email address when replying to or forwarding a request? If not, we could really use that feature.
How do I have separate queue windows that I can refresh without it reverting to last queue viewed
I want to have a window/tab with My Pending Requests open and a window/tab for Unassigned calls and be able to refresh any of them without it changing back to the last queue I looked at. For example, I pickup a call from the Unassigned queue window/tab and then if I go and refresh My Pending Requests window/tab (to make sure it has transferred over), it automatically changes back to the Unassigned queue. I constantly have to switch between them all the time and it is very frustrating. I am
Insufficient privilleges when logging into SD+
HI, I am using the latest version of SD+. AD integrated, users imported. I have problems with users logging in the portal. When users log in they see the message "User does not have sufficient privvileges" What is strange that after you close that message, you can continue normally. I assured the user have the needed permissions. Is this some kind of bug? If anyone has come upon this message, please let me know. Regards, Dimitar
Ability to print a task
Hi, When a task is created and affected to technician to perform a work, the print option is not available under the task when it's opened. Would it be possible to add such feature like in the incident ticket? Kind regards Sutha
Email replies opening tickets
Currently we are in the first month of starting to use Service Desk Plus. When any email hits our service desk a new request is opened and a reply is sent to the requester. We don't wish for replies to previous requests to open a new request. I have found a way using the SPAM settings to completely prevent replies from opening new requests. We need a solution where a reply does not open a brand new request. What is happening: Tommy emails the servicedesk and other people are in the discussion.
"Request updated" template needs to show *what* was updated
There is currently no way that I am aware of to notify requesters what was updated in their ticket in the notification email. ServiceDesk clearly has the capability of detecting what was changed because it is recorded on the History tab. Why is there not a variable to allow this? There is a variable "Impact", but it's undefined, and I'm not going to use a large scale, live ServiceDesk as a sandbox just to test a poorly defined variable. Is this functionality available?
html page
Dear all Where is the html page of login page I cannot find it could please tell the direction of it Regards Negin
How to track Microsoft CALs and software downgrades.
Currently i find it very difficult to track MS licenses in Servicedesk. Can somebody please explain how to track Microsoft user or device CALs For example lets say: We have a ms open licenses for 100x 2008CALs and a other for 15x 2008CAL. Need to track license per seat. In assets add software license, license type is Client Access License This i do understand, but what to choose on Managed Software. I can not figure out how to easily track CALs ? Second problem: I have for example a Microsoft licenses
some question for custom cmdb
When create custom field: 1.how to set a default value? 2.how to create some fields like CPU/NIC/HARDDISK? 3.how to create selection filed like "is virtual machine"? 4.how to enlarge multiline field hight? 5.assert query filter is too simple and too difficult to operate. 6.custom field sort order is random. and so on ..... can anyone contact to me ? my email is dooza@21cn.com thank you all!
ServiceDesk changing Workstation Name to IP address
Since upgrading to 8.103, ServiceDesk is changing Workstation Names to IP addresses. I checked DNS, and everything looks good there. If I run a manual scan against the workstation, it changes back to the name. Has anyone else had this happen?
Bulk import solutions from .csv file
Hi - is it possible to import in solutions from a csv file. This will save rekeying in from a previous knowledge base
Export, Backup old tickets
Hi all, We have migrated 6 of our 7 teams off ServiceDesk Plus onto a new platform. To free up space on the server I'd like to back up their old tickets into one file. How can I run a backup for only certain templates so I can offload their old information? thanks, David
Deleting Solutions...
I can't see where you can delete solutions? Is this possible?
Reminder emails
Is there a way to setup reminders (or big red flags) in SDP so the technician gets an email reminder if there was no activity on a ticket for i.e 3 days (no response or reply), which would indicate a follow-up is needed. Thanks
customize font in servicedesk
Hi I want to customize fonts in servicedesk. LTR font is verdana by default and i'm ok with it. I want to change default arabic font to tahoma, because Verdana is very hard to read for user. I found sdStyle_RTL.css, but it completly change the direction of the software. I only want to change the font of arabic language and left software in LTR. could you please help me and let me know which css should i modify Many thanks bigexex
How to modify the country list
Hi, I want to ask, how can i add hong kong in country list while creating site? Thanks,
self-service portal
hello is there any way to add additional fields in the requester self-service details page?
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
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