Custom Report - POs From The Past Year
Good Morning, I'm looking to create a report based on Purchase Orders that will show purchase orders of any status from the current year (January 1st to current day of the current year) put in by specific users. Here is what I have so far: SELECT pos.STATUSNAME "PO Status",po.POCUSTOMID "PO Number",po.PONAME "PO Name",longtodate(po.DATEORDERED) "Ordered Date",longtodate(po.DATEREQUIRED) "Required Date",poa.FIRST_NAME "Requester",pos.STATUSNAME "PO Status",paao.NAME "Vendor Name",po.TOTALPRICE "Total
Cannot delete a request with a large amount of conversations
I have a request that I believe is slowing down my system as it has 100+ conversations attached to it. The request continues to gain conversations as they are being attached as returned emails. (technician email changed). I would like to delete this request altogether. I am getting an error that the delete failed. Is there a way to manually delete the request using SQL (MSSQL)? Or, is there a better way that you would recommend deleting the request? Thanks!
Report on Ticket Type
How do i run a report that lists me all the different 'Ticket Types' we have raised? We have Tickets Types such as: Incident, Service Request, Enhancement etc
Service Catalogue
Hi, We are deploying Service Desk Plus (SDP) and before we have created our Service Catalogue. With Service Catalogue we want to list to all our services, including incidents verification. The problem is, with Service Catalogue when cannot create an “incident form”, he always create the form/request like a service request. So we cannot evolve from an incident to a problem with the Service Catalogue forms. Thanks in advanced, Best Regards, Henrique Alves.
"Old" SLAs to Service Catalog
Hello! Please, explain to me, old SLAs (defined in non-ServiceCatalog module) can be applied to requests, created through Service Catalog templates? Thanks!
URL in password reset email incorrect
I have been setting up SD+ and found that the URL link in the password reset email is incorrect. When it comes through it is formated as http://10.0.1.50:8080/http:/noc3.mydomain.com:8080 instead of the correct http://noc3.mydomain.com:8080 I have reset the URL in the self-service portal setting but everytime I change that field and save it thoughs an error unless I leave it at noc3:8080 This seems like a bug but wanted to see if anyone else has seen this. W2003 8.0.0 Build 8007
REST API Error - GET_REQUEST
I have successfully added requests using the API. Now I'm in the process of retrieving data from the REST interface. I am accessing http://<service desk server>/sdpapi/request/<ticket number> I am sending the following POST attributes: OPERATION_NAME=GET_REQUEST TECHNICIAN_KEY=<valid key here>Here's the output I'm getting: <operation name="GET_REQUEST"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation>
Unable to remove Groups from Service Desk
Hi We are unable to remove Groups on Service Desk. It comes up with error " Groups cannot be deleted as it is being used by other module " Please help. Thank you Michelle
Adding the ability to email assigned users of assets that belong to an asset group
I love having the ability to email all users of a software...a feature that's available in the menu options for a software. I'd like to request the addition of the ability to email all the assigned users of machines in an asset group. For instance, I have a group of all of my Windows 7 laptops. Each laptop has a user assigned. I would like to be able to select the group and email all of the assigned users in order to let them know about patch issues or any other info as needed.
Bug in Spam filter
In the Mail Server Settings/Spam filter. There is one To (or CC) rule "contains" an email (abc@example.com), will match all email that has the email in CC (or To) only. The system discard all email.
issue with e-mail to ticket conversion.
Hi folks, I´ve got an issue related with the e-mail ticket conversion, basically i´ve got the mailserver well configured with connectivity, but when i sent an e-mail to the servicedesk e-mail that message is not converted into a ticket. I´ll sent some pictures of the config so you can figure out what i can do to solve this issue. If i use the servicedesk portal to create tickets i´ve got no problems at all. Thanks, Paulo
insert "close" button into email to user
Hello can I insert "close" button into email to user? How i can do it?
Manually Create Requester Accounts for Active Directory Authentication?
Is it possible to manually create requestor accounts in SD+ so that users can log in using their Active Directory credentials? We originally did have SD+ setup to run the auto AD Import but now the company is on two separate domains with duplicate accounts on both domains. Because of the duplicate accounts on both domains we are no longer able to use the import function. When importing, the last domain listed would overwrite all the previously imported accounts. Since the domains are imported in
Redirect attachment folders
Is it possible to store attachments on a different server from the other helpdesk files? We are currently running out of space on the server that runs ServiceDesk and as a temporary fix we would like to move the storage of attachments to a different location. If so, how can it be done? Thank you, Andy Goodson
List Business Rules
Hi, Is there a way to list or query SDP Business Rules? We have Requests that are automatically assigned to a Technician (or actually the number id of former Technician) that doesn't exist anymore (was removed from Technicial list). This is most likely due to Business Rules that assignes Request to the ex-Technician but I can't find it. A list of some kind from Business Rules would help on this as we have several Sites. Regs. /lakend
Multiple Users/Requesters
Hi WE have an Issue with SD+ Build 8003 where by we have all our users imported Via AD and then i needed to import some new Assets i had in a CSV file and assign the assets to the users. when i did this it created a duplicate users and assigned the Asset to that new user. Is there a way to merge the users together so as we don't have the double up or would it be worth deleting all the "new users" and "new Assets" and then re importing the csv with a username field that matches the Users that are
Tech Availability Chart "Unavailable" color not showing.
Since upgrading to the most recent version (8.0.0 Build 8006) we can no longer see the pink-ish color for "Technician Unavailable" on the Tech Availability Chart. The leave times are still marked, but the color does not show up in the main view. Any suggestions?
Remote Control - problem in starting the meeting
I uninstalled the Zoho meeting software... now I am getting the error while taking any remote control Problem in starting the meeting How can I install Zoho meeting again. I uninstalled the agent and install it again ... still giving the same error
Add new assets to inventory upon Purchase Order completion (PO status - Received)
Hi, Right now in SDP when creating and finalizing a purchase order, the items of that order are not being added to the SDP inventory. Any ERP software would have this feature built in, so it would make sense if we had the same in SDP.
Change administrator login - Free Version
I am giving this program a trial run with the free version. I configured AD pass through authentication but I dont use the administrator account to login. How can I change the administrator account name so I am the administrator on my account. Everything I previously saw said to make another tech and login as that but since this is the free version I am limited to one tech.
subsriptions / number of technicians
Please,can someone can explain me how to calculate number of technicians needed for subscriptin? Thanx in advance
Update 8007 forward request has no content (BUG)
After updating to 8007 over the weekend we now face a problem where if you forward a request there is no content in the popup screen that should contain the request content. All it has is the following in the Subject "[Fwd: ##$RequestId## : $Title]" All other fields are blank. This is quite a signifigant problem that needs to be addressed urgently. Cheers Brett
Task Templates for Service Catalog
Hi, I was wondering, why Task Templates configured within SDP are only available for incidents / changes and not available in Service Catalog? Wouldn't that be more convenient to have them? Thank you!
Resources for Incident Templates
Hi, I've discovered that incident templates have no resource feature as in service catalog service templates. Is it possible to add this feature? Thanks!
Update to 8007 broke admin login
After update to Service Desk Plus version 8007 today, I am treated like a normal user at login instead of the admin I should be. I cannot see any of the advanced tabs at the top. It worked for a while after the update but eventually I could no longer login(still recognizes default domain though and bypasses the login screen).
I am unable to send completed and resolved notification
i have configured resolved and closed notifications to be sent out to requesters, but they do not send. All the other (new notification, etc) go fine Any ideas ?
Import Workstation Info from CSV with location field problem
Hi, My company has several sites and a large number of the users have assets in several sites. I need to keep track of the locations of these assets as well as who uses these assets. e.g. user 1 has a Workstation in Office A, Site 1 and Office A, Site 2 Since it is not possible for SD+ to have the user and assets in a different site, we have tried to use the location field. I imported all of our workstations info from a CSV file and it seemed to work OK Unfortunately, when we set an asset to in
Two Different Email Accounts for Ticket Generation
Hello, I will like to know is I can have two different email addresses that will be generating tickets for the ServiceDesk Plus application. I need a scenario that whenever a User sends an email address to emailaddress1@domain.com, a ticket is generated and it is assigned to a technician... and a response template is sent to the person. Can I have another emailaddress2@domain.com also receiving messages and at same time generating tickets and sending another response template? This will be useful
Detail of Relationships of Suministro with Printers
Hi. Reviewing the asset management workstations if you drive a good record of hardware, software, usuarios.etc But seeing the supply relationships with assets (printers) this relationship does not save the state only looks Supply is required to register with that printer was connected.
Update to 8007 system down
After updating from 8006 to 8007 our system is down. - We can not use the system - I can not restore the backup - When opening the http://localhost:8080 I get the message: The page can not be displayed.
New Test environment - Disabling reports, email fetching, etc.
We are in the process of building a test environment. To do this, we installed SDP on a new test server. We then dumped the production database from MS SQL to a backup file and used that to build a new database on a new MS SQL server. I then turned on the new test instance of SDP and discovered just how much of the configuration of SDP is stored in the Database. Right now the service is turned off. I'd like to turn it back on in order to allow me to do a test upgrade from 7.6.0 build 7610 to 8.0,
Alert Technician by Email when a request is assigned
Hi We are using the following notification rule "$RequestId $Title logged by $RequesterName has been assigned to you by $Technician" The problem is that the mail subject line reads that the ticket has been assigned to you by "Yourself". I.e. it picks up the $technician as the person you are assigning the ticket to instead of the person who is doing the assigning. I hope this makes send. Thanks Brent
Technician cost per hour
The cost per hour for all technicians keeps resetting back to 0. I've manually went in and editted 80 technicians to $65 per hour. Somehow the software keeps resetting the cost to 0? Also, it would be nice if I could have a global cost per technician instead of having to manually edit 80 seperate technician costs. Regards,
Email Fetch Problem
I am having an issue with mail fetching. (Build 8006) Quite plainly the server will not fetch mail even if I stop and start sending. The only way is to quit and restart SD. Last attempt to fetch mail does not have a time stamp. Attached is the support file from before a restart
Granular admin access
Hello, It would be really useful if we could assign technicians specific admin rights rather than giving them every thing. For example, it would be ideal if technicians could have the ability to add sub-categories and items without having access to the rest of the admin page.
Email domain change
Hello, Our organization has decided to change our domain name. Unfortunately, I added all of our requester email addresses manually because they're not defined in AD. All of our requesters have the same domain name. Is there a way I can go change all of the requesters email domain names at once or am I stuck going in to each requester's account and manually updating the domain? Thanks in advance!
request that was in status "some status" more than 30 mins
Hi. How can I make report that will show me all requests in this month that was in status "some status" more than 30 mins?
Notifications about approval action
Hello! After upgrading to 8006 we've got situation when approving person of the request perfoms some action (approves or denies) - then the e-mail notification is sent to approval starter. The problem is that approval starter gets not one but two e-mails. In conversation history (in request details) it shown as letter was sent to: "e-mail@domain.com,e-mail@domain.com". The name of the message template - "Notifying Approval Sender for Approval Action". Please help me to reduce the number of letters
SQL and Query Editor
I'm trying to create a report using the Query Editor on Service Desk Plus. I'm trying to simply run a report that lists the computers which have approved Antivirus software installed. (I associated several software packages with a new software category called "Antivirus", SoftwareCategoryID 301) Also, I would like to run a report that shows all scanned computers that do not have approved Antivirus software installed. On our SQL server I've built this query for the first part: SELECT [WORKSTATIONNAME],
Set Permissions for Problems and Changes
Hello, Please could we have the ability to set group permissions for problems and changes in the same way we can for requests? Our users should not be able to see all of the changes and problems - only those that apply to their group. Thanks
Next Page