IP address field for IT assets?
I created a new product type of IT assets called Copiers--we want to track the name, model, IP address, etc. The only problem there is not a field for IP address. There's an IP address field for workstations and servers--just not for this new category. Is it possible to add this field? I don't even see an IP address field for the routers and switches categories either. Thanks!
Approvals in ServiceCatalog
Hi, We use SD+ v8017 and we configured our Service Catalog and are testing it. When we use extra Resources in a service containing different questions, there is no possibility to set these fields as mandatory. Is this possible in next versions or in the new release of 8.1? Also when the user doesn't fill in all extra resourcefields and the approval is done, the status of the approval is reset to pending when a technician fills in the empty fields. This is unusable because approvers gets multiple
un-archive requests
hi please i want to ask if there is anyway to retrieve some of archived requests to active requests and thanks in advance
Reclassifying products issue
Hi, I'm having an issue reclassifying some of our servers. When we first installed Service Desk we imported Servers from a CSV file and classified them as non IT Assets with a Product Type: Servers Imported, we did this because we lacked the node licenses to properly import the servers under the IT Assets server. Since then I've purchased more nodes and I'm trying to change the non IT Assets Servers Imported into IT Assets servers. I've had success with most Product Names by changing the Product
Unablr to Generate Report
Hi Support when we try to generate report we are not able to do. it gives below errors. Please help me on this. MessageDear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace net.sf.jasperreports.engine.JRException: javax.imageio.IIOException: Unsupported Image Type at net.sf.jasperreports.engine.util.JRJdk14ImageReader.readImage(JRJdk14ImageReader.java:62)
What can requester see in webportal?
Hi What can requester see for information in webbportal? it seems that a requester can not see worklog, only solution. Can I change setings for this so that requester can see worklog in webportal?
Firefox 4 cannot edit solutions
I have updated my FF to version 4.0 Now when I'm trying to edit solution of request - if it was already filled in with smth - it apears blank with no solution... The problem was on 7.6.x version of SD and on 8.0.0 Build 8009 I have purged my cache with no luck...
Seeking on Logon name
Hi Why cant I seek on requseters Logon name in incident view?
Request inactivity notification/reminder
Hi all, we are evaluating the ServiceDesk solution for our company. We already set-up SLA in order to avoid late reply to the customer. We can't find a way to be notified if a request is inactive for too much long (like inactivity timeout). I mean, our need is to have notification if a requests has been taken in charge by a technician, the first reply has been done, but at one point the technician (or the customer) is not giving replies anymore. We need this in order to avoid to have requests that
Have a field toggle a task request
I would like to be able to see a feature where a particular field can toggle a task request. For instance, when creating a new user account we have multiple accounts that the manager needs to be able to select from. I would like to have it be setup so that if they select the field "Email Account" and select "Yes" that it would create a Task to create an email account or if the select "No" it will not do anything. Do you think this is something that could be incorperated in? Thanks, William
Request Approval History
Hi There are 2 issues: 1. How can I see Approver Name in request history instead of his email? we generally don't use emails. 2. How can i have a view of all my past approvals (history) in my home page? Thank you Amir
SD+ To MySQL 5
Ok, So after reading through all of the previous post I still cant get SD+ to run on my instance of MySQL 5 on our db server. Based on the previous posts I have changed the mysql-ds.xml file to point to my DB server with the appropriate user name and password, I have tried with root privileges also with the same issue. When i launch SD+ It gets about half way through then crashes, there are no error reported in any of the logs the application just seems to shut down. I'm running SD+ 5.5.0.7 mysql-ds.xml
sofware report help
I'd like to create a report that allows me to see what computers have a particular software intalled. ex: all computers that have adobe software installed. thanks
Dynamic auto-suggest solutions when making a request
Hello, In a perfect world my users would go to the solutions and first search for a possible solution for their given problem. Off course, in the real world, it ain't happening. We receive requests, for problems we already added a solution for. So if i may suggest a "function" I would like to have a auto-suggested solutions function. This means that when one types in his/her problem in the "subject" (which is mandatory by default), the program automatically calls an ajax-function that looks for
Technican rights for edit requests.
Hello. How can I do to technican can resolve requests, but cant modify description and subject. If i check only one right "Resolving Request", technicans can automaticaly modify subject and description. I think it's not quite correct. For example. I have approved requsets for change anythink. This request can resolve one technican, but he can change the description and change conditions of approved request.
ServiceDesk approvel change status
Hello everyone, I've got the version of Service Desk 7.6.0 Build 7605. 1) Is it possible to configure it in the following way that if you send a request for approvel it automatically changes in to "on hold" stauts? 2) Is it possible to configure Service Desk that if we've get an approvel or deny the color changes in to black so we can see that we can deal with it. Thank you.
using blackberry mobile site with custom login page
hi guys, i changed the default login page of service desk plus to a custom html file and its working fine with desktops, but now when i open the site through a blackberry device the login page is fine because i created another css for mobile devices but the site is going to a normal desktop website after login (not the default blackberry website) so how can i bring the default site only for blackberry devices keeping the custom login page please help me
How many assets and users are too much?
I have about 5000 assets and about to reach 11,000 users in Service desk with 60,000 tickets. I was wondering if anyone else have a large number of users on Service Desk and how are they configured to help performance.
How to put different time resolution in ServicesDesk Plus 7.6.0 Build 7604
Hello to Everyone!! I need to know how to put differents times for each Subcategory and display in the notifications sent to customers. thanks in advance
IT360 / Fail over covers Service Desk Plus ?
IT360 can support failover Is it cover servicedesk ? Using same db I think, Am I right ?
Correct request workflow
Hi I have an urgent request! It seems by now there is no chance to have Request Approval before task assignment. So I have to handle my flow in another way. For example, I want a flow for request "Creating Username" .... My flow is like this (step by step): 1. Create username in Active Directory ---------> being done by technician X 2. Associate an account in Intranet website for the newly created username ---------> being done by technician Y 3. Activate account for service request
Disable iPhone / Mobile version
Is there any way to disable the mobile version of SDP? The iPhone version when loaded in Safari is far too limited to be useful for our techs and they would like to be able to access the full site. Thank You!
Filter request -All my requset-
HI How do I do to to put a filter request for all technicans (not private) that show "All my request but not closed ones"?
Business Rules, better way to organize?
At the company where I work we are using SD+ version 8.0 build 8012. I have just received admin rights and have been working on the Business rules. We had roughly 50 rules before and now we have 90 and I try to name them so that you can get a quick overview of where they belong. Ex Hardware - San, Windows - WMI, Windows - Services. In order to get a better overview I reorder the rules but its kinda hard to move a rule they way you can now from the business rules page. Is there any other way you can
Propose different Ideas
Configure the color of tickets by priority or when the ticket have time of SLA, for example: If ticket is in time the color of ticket in green. If ticket is over limit of time the color of ticket in yellow. If ticket is out limit of time the color of ticket in red. Include Worflows in different proccess. Thank you.
Servicedesk integrated with Provide Support live chat?
Hi all & Servicedesk Plus team, Has anyone any experience of integrating Provide Support Live chat into Servicedesk? If so, please share how you did this, how you manage request history, chat history together etc etc? Obstacles? Recommendations? Anyone with experience of integrating other Live Chat solutions please also feel free to share your experiences. Since there is no confirmed time line for the Servicedesk Plus Live Chat solution I need to seriously consider other solutions and integrate
Business Rules,.
i'm running into little issue, I created an Incident Field labelled "Deferred Reason" which contains 10 different options. Technicians would select one option and a Business rule would then be applied and change the status to hold. My problem is: 1. If a technician updates the ticket with anything, a alert gets sent out everytime, as any change causes the Business Rule to go off 2. If a techician goes into the ticket after and changes the status back to open, when they hit save the business rule
Technician does not appear in global view.
I have a new technician and cannot get him to appear in the Global View tab on the Home page of ServiceDesk Plus. I also cannot seem to remove the older technicians from this list.
Request For Approval
When i send and request to an approver, i provide them with the "Approval" link, as well as a link to the origional request. How can i configure, so that the approver is able to see the origional request? Thanks!
Error when parsing input XML elements - null - null
Hi, I am trying to add/edit request using REST API from .net application. I could able to Add/Edit requests by passing plain text in the description field. but I have a requirement such as the Description field should receive an HTML content from the.net application, so it would render in the Service Desk application's description area.When I am trying to pass the HTML content in the description field I am getting following error "Error when parsing input XML elements - null - null" Request Is
Email template
Hi I are doing email template for forwarding. I need to get in requesters logon name (CN) in the email form, but do not find the command for that ($Logonname, $CN...) Whats command can i use?
SD-Home Page-Change task to complete - Radio Button
Hi, On the Home page (tab) in SD under the Tasks section, there is a radio button beside each task belonging to you labelled "Change task to complete" I have a few users who don't like that option...anyway to change the button to something else or remove it? Thanks
Technician notification on status change
Is it possible to notify a technician when the status changes on a request? I can't see an option in the notification rules.
Assigned Technician
Is there a way to capture if the a ticket is assigned to one technician then reassigned to a different technician?
Reply to ticket question
We are on SDP 8.0 build 8021. Currently if a tech looks at a ticket and clicks the reply or forward button the email goes to the user from our default "helpdesk@ourdomain.com". Is there any way to make it so that the when a tech does this the email would go from that tech's email and not the generic "helpdesk" account?
How to set default technincan in quickform
Hi Can I set in a quickform, that technincan that is loged in servicedesk, are automtic set as technican in a incident?
error message
I installed manage engine service desk plus 8.0 on window server 2008 with sql express 2008 installed on it but i keep on getting "error serive desk is not started" I try starting it manually but no success.
Services desk plus
Dear IT Services desk plus I want ask about services desk plus. When users make a phone call to IT technicians. Services desk systems does it have automatic add it to Requests tab or IT technicians must input phone request it manual .If services desk can automatic add request phone to Request tab please help me do it .Thanks you very much Regards
Filter limit?
Is there a limit to the number of filters that can be applied to the custom request list view? I have a technician who says he can't seem to add more than 15 filters.
Requester cc field
Wondering if this was possible. I know when a tech replies to request they have they can added addition users in via the cc box. Can this option be added so a requester can add cc's into a reply?
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