Security Certificate
By default the certificate the certificate issued to: %server name% We need to update the cert to https://helpdesk.companyname.com How can I update the cert? Thank you
Undeliverable: Request Id ##xxxx## is appended with requester reply
Hi Guys, What could be the possible reason why do we received message like this on Service Desk? and it is flooding the request on Service Desk. Any response would be appreaciated. "Subject Undeliverable: Request Id ##5002## is appended with requester reply. Description Your message To: email@domain.com Subject: Request Id ##5002## is appended with requester reply. Sent: Wed, 23 May 2012 14:54:50 -0700 did not reach the following recipient(s): email@domain.com on Wed, 23 May 2012 14:54:51 -0700
PostMaster Strange Behavior
It is strange that we keep on receiving Post Master Exchange mail on the service desk with undeliverable notification as its subject but I think the original mail have been successfully delivered to its recipient. It is flooding the service desk and our database as well. Any Idea what causes this strange problem? Thanks,
Possible to view original e-mail used to create a ticket?
Is it possible to view the original e-mail used to auto create a request? ServiceDesk Plus does a nice job creating the request. It would nice if the original message headers were visible in a history or some other section.
Regenerate Self-signed certificate
I need to regenerate the certificate on the server because the server name has changed. How can i do that?
SMTP Server
Dear all Can I Use "SMTP Server" feature which is in Windows server 2008 for setting up my mail server in Service Desk Plus? I dont have any mail server right now and i want to set up a small mail server to configure replies and notifications which go through mail server ? Thanks in Advance Negin
Time Spent combined reports.
I already have the answer from Tech Support that what I am asking for needs to be evaluated for future development, however, thought I would post to see if anyone has a workaround in place already. I would like to build a custom report that pulls from all modules where technicians can log time on a project or request, task, problem log, or change management. currently I have separate queries for these, that don't really line up to show the right data. so If anyone else has taken it upon themselves
Unable to send external mails via servicice desk
We need to send PO to Vendors outside our domain(external mails) but efforts in doing so has proved futile. Changing the Vendors email address to any of our local mail addresses work perfectly but whenever we try sending to another domain an error pop up "sending notification failed". However exchange is working perfectly. Thinking it could be the anti-virus we tried running it on a machine without an anti-virus but it still failed. Kindly assist in rectifying this issue.
Report - how to get decimal result
Anyone tell me what is wrong with this query please. All I get are integer answers Select (100 / count(*) ) as Totals from workorder WO INNER JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID where (((wo.COMPLETEDTIME >= <from_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL))) AND ((wo.COMPLETEDTIME <= <to_lastmonth>) AND ((wo.COMPLETEDTIME != 0) AND (wo.COMPLETEDTIME IS NOT NULL)))) If the count(*) returns 100 I'd expect the answer 1, if 200 it should be 0.5 What
Running a Ticket Report help
Hello, I have successfully created a report that shows me how many tickets have been created, how many tickets have been closed and how many are still open at the end of each month. My issue is that for the open tickets, I want to know how many are still open at all times..here is an example: My report says I have 39 tickets opened. We closed 32. Basic math will tell you 7 tickets were still open. However, I want to know ALL of the tickets that are still open, because there are possibly 13-15
Retroactively run weekly reports to graph trends
Hi, I am hoping someone can help me out - I am not sure if I am running into a limitation of the program, or a limitation on my understanding of how to create a custom report... I am trying to run a report which can show the total number of pending requests in a given week along with the number of requests added during that week. In the same report I would like to show the number of both closed or resolved requests for each week. I want to be able to retroactively go back say 6 months or a year to
Custom Report based on Time Created
What is the easiest way to create a report based on time created ? I need a report to show which time of the day most requests have been coming in. I only need it to say: 9-10 - 30 requests 10-11 - 45 Requests 11-12 - 50 Requests 12-1 - 30 requests etc.... IS this possible?
reply mail problem with outlook
hi, we use sdp pro. 8.106. After we uprgade system from 8.027 to 8.1. than, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I look at the email adress which i defined on system. all mails are in box. and there isn't come a noteficetion mail that a requster send a new reply. I use this subject [Re : ##$RequestId## : $Title] at the admin-notification
Aprroving PO should be hierarchical
It will be proper if PO "approvers" have turns starting with the least in the approvers hiearachy to the senior most, in other words in a scenario where a Chief Technical Officer and General Manager have to approve a PO, the GM should only be able to access the PO for approval after the CTO has approved. Currently all approvers receive the the PO at the same time thus breaching the channel for approval.
PO Currency
PO currently picks only one currency at a time. I will suggest that the Currency will be transaction based making it possible to select a type of currency based on a particular transaction.
Creating Change from an existing Change
We have similar Changes that need to be created, I have a few people asking if there is a way we can create a change that will inherit information from an existing change? Also the same for requests? thanks
SLA escalation at time of breach
I am wondering if there is any way to setup an SLA that will run the escalation at the time of the breach. For example, we have a SLA indicating that response should happen within 2 hours. We want the level 1 escalation to happen at the time of the breach but it appears you have to code an exact time to send the alert. I wanted to populate escalate after 0 days but didn't know what to put into time. Is it possible for the alert to happen right at the breach or are we limited to populating
Convert Trail Version to Free Version
Hello, I mistakenly installed the trial version (don't remember seeing the options to choose Free). Is there a way to revert my license type to "Free"?
Asset Scan
Is there a way to prevent our Asset scan from scanning a particular Asset type under the IT asset list? We have machines which will not be connected to our network which means they show under failed scans. We list them to keep track of our assets but would rather not see the errors for these machines.
Agent Install Script Not Working
I've been trying to use the script with GPO to install the agent on our workstations on login. I am unable to get the script to work.
Escalation Rules
Hello, I would like to have the ability to create escalation rules on a per technician basis. For example, I would like each technician to have to whom their tickets get escalated to, ie. their supervisor.
Busines rule "Set Service Category as"
Hello. we have a service category with approval workflow. when a busines rule is worked and service category changed, workflow dosnt change in accordance for new category. p.s. sdp version 8.1
Error opening links
Good afternoon. If the browser is closed and you are not logged in the system, then the task of opening links in a browser http://server/tasks/CUDTask.jsp?TASKID=903&MODE=Edit start out mistake. does not depend on the browser, tried Chrome and IE.
Organizing tasks
We have a incident template with tasks and when we go to "organize" the tasks to put them in the proper order, some tasks aren't showing up on the "organize task" screen. Also, if you look at the tasks in the request, starting at task 8 there are duplicate task numbers. i.e. 88 99 10 10 11 11, etc.
Sending Notification Failed
Hi, We seem to be having an intermittent issue where we are unable to reply to requests. This error is occuring intermittently. We are running Service Desk Plus 7.6 Build 7605. I've attached the log file from the server. The event occurs at 10:27:10:886
Fast Refresh / Service Categories
For some reason when we click on the Admin tab and select Service Categories the web page refreshes over and over. Has anyone ever seen this before? We are using IE8 on Windows 7. It appears to do the same thing in Chrome. We are on 8.1.0 Build 8100.
Name of the service was in two lines
How do I get the name of the service was in two lines
Ticket report help
I have created a report that shows created, open, and closed tickets per month. The problem is that it shows open tickets only for that month, and not total open tickets by the end of the month. Example: January 39 tickets opened 35 closed 9 still open Basic math tells me 9 are still open. This report doesnt tell me about the other 20 tickets still open at the end of January. It should say around 29 tickets are STILL open. So it needs to show previous open tickets from earlier months.
Leave Types
I'm having issues editing leave types that I've added to the system several versions ago. I'm currently running the latest version 8105, have added some new leave types, and can edit them, change colour etc. I can do this with the default leave types also, but any leave types that have been in the system for some time I can't edit. Nothing happens when I click on the edit link.
Secondry E-Mail for requester
we have service desk 8.1 and we do need to add an attribute called Secondry E-Mail for the requester CI. but how to force the SDP to use it as the e-mail for notification and alerts sent to that technician.
Problem changing workstation to server
Hi, trying to change a product from workstation to server upon saving it throws this error FAILURE :Error while saving the Product details. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. this happens for anything i try to change from workstaion to server please advise thanks so much
How to setup e-mail alearts
So i am trying out Service desk plus. Currently we are using spiceworks to do our help desk, but i would like to be able to move to something more robust like Service Desk. With spiceworks, any change made on a ticket, will be sent to the Requester and the technician in an e-mail. how do you set this up with Service Desk plus. I have an e-mail account setup for it, and its talking to my server
iPhone App Login Issue
We have a single domain that Requesters use to gain access into the ServiceDesk Plus site, however all of our Technicians log in using Local Authentication, they do not use a Domain Account. Each technician also has a Technician Key generated for each of them. I understand that currently a user is unable to access SDP from multiple domains, however this is a single domain and these technicians do not have accounts in both the Domain and under Local Authentication. When logging in through the iPhone
How to Keep the Alias in the SDP URL Address?
Hello SDP Support Team! We configured under "Admin" tab >> In "General", "Self-Service Portal Settings">> In "Alias URL" >> we configured a name of address (example: suporte.enterprise.com). So, after we type http://suporte.enterprise.com in URL address bar, automatically this name changes to IP address number. What can we do to keep the alias in URL address bar? Just another thing about this issue... After alias was configured, in a E-mail notification, the url of ticket appears with alias name.
ServiceDesk Scan Failure
I am hoping someone else has had this issue and found a fix for it. Basically, inside ServiceDesk we are getting a lot of computers that are failing to scan for some reason. Here is what happens with the failed computers step-wise: Scanning via computer name fails. Scanning the same computer that failed via IP address works and puts the computer, with name and all details, in the detected list. Re-scanning the same computer from the detected list after the successful IP scan now works and the
Backup Tech
Technicians are receiving requests even when they have a backup tech assigned. Is this possibily a bug in the system, or could something not be configured correctly on my side? Thans
Ticket Update
the new SDP ver 8.1 has button called reply available for the requester. problem is with the notification. as customer won't get any update notification if he replied back to ticket using this button. though he gets notification when he replied back to ticket from his own mail client. thanks.
Migrating from mysql to mssql issue help!
I am migrating from mysql to mssql following the instructions however i am encoutering an issue when doing the restore.,.. see below
Grouping Adobe Software?
We have recently installed ServiceDesk and I'm in the process sorting through the software that has been scanned. ServiceDesk has picked up that we've got Adobe Master Collection and Design Premium installed... but it also lists each of the applications individually such as Flash, Premier etc... Is there away to "group" these applications to correct Master or Design Premium licence? Thanks
Problem with Email Notifications
I'm running ServiceDesk Plus 8.1.0 Build 8105. Under "Notification Rules", I have "Acknowledge requester by e-mail when a new request is received" and this works. If I put in an incident request for someone, they get the confirmation email. However, if I also check "Acknowledge requester by e-mail when the request is closed", the requester never receives this email when the corresponding incident is closed. I also tried the "E-mail user when a request is resolved" and this didn't send an email
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