Asset - Additional Custom Fields data Types
Currently we have Single-line, Multi-line, and Pick List I would like to see the following types added: Check box (simple boolean value) Examples: Windows 7 Compliant? Yes/No 64-bit Compatible? Yes/No Note: Currently, we do this via the Pick List type adding Yes, No items to the Pick List but a simple check box would suffice. Multi-select pick list. (ie. Press CTRL-click to select multiple items Example: Compatible Platforms: Win95, Win98, WinXP, Vista, 7, Mac, Unix, etc.. Note: We would like
Custom Content Modules to add to customer dashboard
The ability to add a custom content module to the end customer dashboard as well as the technician dashboard would be beneficial. For example, adding a custom iFrame content module or Search API module to provide the user the ability to quickly search Google from their dashboard would be improve the functionality of going straight to the dashboard for that use the ServiceDesk as their homepage. -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
New Request Received Notification Issue
Yesterday we upgraded from version 8005 to 8007. Since the upgrade, email notifications for new requests are not being sent. We use the Notification Rule “Alert group members by e-mail when a new request is added to the group”. On all of our Incident Templates, the group is hard-set and the requestors cannot change it. This has worked flawlessly until yesterday. Now when a requestor submits a request, the Group field is blank even though it is hard-set in the template. If a technician submits
Updating call Hangs IE8
When updating a call Servicedesk intermittantly hangs. Using Windows 7 64bit IE8 Servidesk Plus 8.0.0 Build 8009 Have tried on Firefox 3x and 4 and get a similar issue
Report for Softwares Vs Servers
Hi, Please provide us a query to generate a report of the list of softwares withe server name.We are not able to generate a custom report with Server and softwares in the same report.Please help us to get the deatils of the softwares installed on Server wise. Thanks in advance.
SDP - SLA Category/SubCategory/Item filter - Exclude all used by other SLA
Hi, In SDP, when defining various SLAs for my company, I've noticed that every time I select a Category/SubCategory or Item as a Criteria - the full list of all existing categories/subcategories/items populates in the pop up window. Assuming there can not logically be a situation where more than 1 SLA is assigned to the same category/subcategory/item, I suggest making a check in the database for already assigned categories/subcategories/items and exclude them from the list of available the same.
SDP 8.1 beta?
Is the SDP 8.1 in beta yet and how do I participate in it? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
Additional Fields in API Calls.
I'm having trouble passing a custom "additional field" value to the API. We have created an "Incident - Additional Fields" of: Label: Host Description: NULL Type: Single-line I want to pass a hostname value through the api, included in the call I am using multiple calls and appending using perl: . "&Host=" . CGI::escape("$host") ..... $host has the proper value and is passed additionally through the subject line and I have verified it passes properly. However trying to have it auto populate the "Incident
Question with the same name already exists
I am trying to create a new service template after deleting an old one and while adding a new question I am getting an error that the "Question with the same name already exists" What can I do about that? Thanks
SLA Notification to Group, not just $ticketowner
The notification to variable for $ticketowner is a nice touch, would love it if a variable for $assignedgroup was provided as when response sla is violated often times the technician has not been assigned. prefer not to spam all the team leads with every sla response violation notice if possible.
Reply template is blank
We're running version 8008. One of the recent updates (not sure if it was 8007 or slightly earlier) has created a problem where intermittently the "Mail to Requester" comes up blank for some tickets. (See attachments.) There are not a lot of tickets affected by this, however those that are affected have this problem every time you try to reply to the ticket. This is a Windows install to the default MySQL database. Any suggestions? Thanks, James
Business Hours elapsed time_diff function
rather than using the time-diff() function, we would like to create custom reports showing elapsed time in business hours - it would be helpful (rather than writing this ourselves) if you could provide a bushrs_time_diff() function for use in the reporting tool that looks up local business hours based on site of a ticket then calculates the elapsed times between notable events for reporting purposes going one further it would be nice if the elapsed business hours were simply a field somewhere so
Cookies problem ?
Hello We have Servicedesk Plus and Desktop Center installed on the same server. If I now login on both program with the same browser I can loose my "login session". Perhaps some cookies problem, all programs points to the same server with different ports. //Peter
Is there an easy way to export Category, Subcategory, and Item entries from SDP?
I'm currently in the process of cleaning up our Categories, Subcategories, and Items in SDP and while it's easy to import changes in .csv format I would like to export this info from SDP so I can make numerous changes a bit easier. My question would be is there an easy way to do this? Or if there's not could we get this functionality on a future release? Respectfully, Jamie - Las Vegas, NV
Requests being duplicated
We have an issue where requests from certain people emailing in will duplicate as shown below. They are not sending the request twice and it only seems to be an issue with requesters from a particular site but only happens randomly not always
SLA business hours / after hours
My client would like to consider lunch hour as not applicable for SLA, is there a possibility that SLA operational hours will become more flexible? (define multiple (non-overlapping) time periods.. ie. 8-12, 1-5). Would like to be able to define 'after hours' as well as 'standard operating hours, as 'after hours' is not in many cases 'everything but op hours''. After hours may be from 5pm to 11pm. After 11pm you are out of luck. Also looking for more articulation of how timers work. The business
SDP - Purchase Order - New asset creation - No Warranty Period field
Hi, In SDP, when creating a new asset within a new Purchase Order, there is no field for warranty period, while it does exist when creating new assets under Admin - Products. As a result, all the new assets/products created within PO need to have their warranty info adjusted manually, one by one. Can this be implemented in the near future? Thank you, Miron
Signature problem
After updating from 7.6 to : 8.0.0 Build 8009 I've noticed that behavior of the signature placement has changed. SD-25080: When replying to a request, the technician signature was shown at the very end. Now, the signature comes under the reply content. Now I have such reply window: In green area is my signature and in the red area is the standard text of the reply form. But why my signature is above my standar reply text? Or I need smth to change?
Resolved requests not automatically closing
We have a number of requests that have a status of "Resolved"... I changed the "closure rule" to close the ticket 3 days after resolved; however, the requests that were set as resolved prior to the change are not closing. Is this a feature...
Best practices fo managing multisourcing efficiently
How to manage different suppliers using ServideDesk, in order to meet the overall SLAs. Any idea is welcome! Thanks Roberto
Custom Field Default via E-Mail Generated Ticket
Hi, We just upgraded to SDP 8.0.4, and are having an issue with a custom field when a ticket is generated via e-mail. When an e-mail ticket is received, our custom field "building" (which is a pick list) is set to "0," which is not one of the available selections. In previous versions (7.6 and older), it would simply remain unset since the e-mail did not contain this info. We have another custom field that's a single line, and this remains blank as expected. The attached screenshot should help
search through drag and drop additional fields
Hi all , May i know please if there is a way to do search through some text that inside ( drag and drop additional fields ) ex : i add a new service category from service catalog named " Test " and under it i add one service named " T1" , inside T1 i add new fields like : name of company , company phone and type of it . so , how i can do search on " company phone " ??! it's not working fine . i need help ..
Why is SLA reapplied on changes to closed tickets
Doing some clean up of old tickets after having changed SLA rules. Noticing the tickets are showing the new sla response and dueby dates - I would ordinarily not want this to recalculate on closed tickets - does this mean all changes on closed tickets now need to be done through sql scripts rather than the interface to avoid this trigger firing?
SDP 7.6 restore error
Hello, I'm trying to restore a previous backup after a system crash but I get the following error: Please wait ! Deleting table data in Progress.. 0-----------------------50------------------------100(%) =================================================== Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ================================================QUERY = INSERT INTO wordoccurrences (WORDHASHID,COLUMNID,WORDCOUNT) VALUESnull java.sql.BatchUpdateException:
problem opening attachments with Chrome
Hi, I'm guessing that SD+ isn't certified for Chrome, but I'm wondering if anyone knows of a workaround for this problem. When trying to open an attachment in SD+ > Requests > In the body of the request, using Chrome it doesn't immediately launch the attachment, downloads a file called HdFileDownloadServlet. When I launch this file Windows doesn't recognize it because it doesn't have an extension. If I choose Chrome from the "Open With" dialog it will then open the extension just fine. SD+ 8.0
SDP: Requester field in Techicians tickets
Hi, Usually when a user open a ticket the Requester field is already pre-compiled. This does not happen with technicians. It would be possible to disable a technician to open tickets on behalf of someone else? Or if that is not possible, is it possible to at least to precompile the requester field? Thank you
SDP - Database documentation/reference
Hi, Is it possible to get a detailed database documentation/reference for Service Desk Plus? I would like to know what information each table contains as well as relations between the tables. Thank you, Miron
ServiceDesk Plus Mail Fetch Stops every day
Hi, Our mail fetching (via pop to our exchange) stops each day at around lunch time, anything after 11am really. stopping and starting the mail fetcher doesn't help so we have to restart the servicedesk service, which is scheduled every day before start of business. We would like to resolve this as no emails are picked up in the afternoon until the next day. I have attached logs from today after the mail fetch stopped working. thanks
Handling New Hire forms or creating special templates inside of Service Desk Plus
I've been tasked with what I think is a mission impossible request. Currently my company uses a MS Word form with check boxes, open fields for comments, etc for bringing in our new hires and I wish there was an easy way to import that form into SDP. During the Manage Engine User Conference in San Francisco last week someone said you could use the API for importing and exporting but that's not something I have any experience with. My question for the M.E. Community: Has anyone else been tasked with
REF point of Custom_LoginLogo.gif
I am trying to integrate our company logo into the login page, however the default image size is set to 252x61. We would like to make it larger than this image, however I cannot find the reference point for the file Custom_LoginLogo.gif. Would it be located in the CSS, and if so which one?
What is table have templates of Catalog
Dear support, Now I would like select all templates in Catalog but I can't not it in what table. Please guide me. My data is MSSQL
Asset Scan is Blocked by Trend Micro Office Scan 10
Dear all. We've a problem with scanning windows 7 workstation through asset management. We've disable firewall but error notification about: "No response received from workstation. Probably the workstation might be switched off or does not exist" still appear. At last we recheck again firewall configuration and found that our antivirus program (Trend Micro Office Scan 10) play as a network firewall. Once we remove the antivirus and the scan is SUCCESS. But, our company policy must set Trend Micro
How do I assign an asset to a request through the servlet API?
I'm trying to set up nagios so that it can raise requests in servicedesk whenever there are host or service problems. I would like nagios to be able to automatically assign an asset to the request based on which host is having a problem. Can someone please tell me if this is possbile using preferably the servlet API. If the servlet API can't do it can the SDPAPI do it?
sites feature confusion
We have 2 different and separately managed groups within our organization all using SDP (build 8009). We want to use separate SLA's and business rules for each group and also be able to separately view the dashboard for each group. Therefore we decided to use the sites feature to allow this. Group 1 - not associated with any site Group 2 - Site A Both sites need to see all the same requesters (active directory used) We created Site A added the technician group and assigned technicians to this group
Asset new entries mandatory field
Hello, Will there be development to make the asset fields mandatory or optional as in the incident request templates fields? What we want is that some fields (that we will select) should be mandatory to be filled while adding a new asset manually. Thanks in advance for your response
Translation Problem Italian version
Hi, Just signaling a few mistakes in the Italian translation of ServiceDesk. In the italian version the "Asset ID" in the ti ticket request is translated as "Workstation ID", which is not entirely accurate since we associate not just workstations to the users and this create confusion. In the Mail configuration to start and stop the fetcher there is a "INIZIA RIEPILOGO" and "FERMA RIEPILOGO", which in Italian just doesn't make any sense at all. Better to place something like "ATTIVA" and "DISATTIVA".
SDP - Same email address appears twice in the To: field while approving PO when requester is also approver
Hi, I've noticed that in SDP, when a PO requester is set to approve it's own PO requests, the same email address appears twice (divided by comma) in the To: field of the dialog which pops up when Actions ->Approve PO option is selected. Thank you, Miron
SDP - Send notifications to administrator/assigned technician when request's SLA is violated
Hi, How can I configure the SDP to send email notifications to administrator/assigned technician when a request's SLA is violated? Thanks! Miron
How to Disable Tabs in service desk
I want to Disable Purchase Management Tab on My service Desk demo version, or Contract Management or Problem Management Can I do this ???
Special characters in attachment in reply/forward
Attachments that are added or already existed in a reply/forward of a request and contain a 'special' character are displaying the wrong name in email clients such as lotus notes and outlook, but not webmail clients like gmail and hotmail. Any idea where this replacing of special characters occurs? (screenshot shows 1 attachment that is named ä.html and one (correctly) a_b.html
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