Service Desk 8.0 release date
I read on the website where the release of 8.0 is due for 2010 Q2 i was wondering if there was a more narrowed down release date planned or if there is a beta availble for testing
Escalation matrix
HI, I am evaluating enterprise version of SD, Can we configure Escalation level in SD? i.e if technician 1 unable to resolve the issue in 4 hours time then the request get escalate to Technicial 2 and so on further. I can configure in group option of SD that also within group and if technician has not pickup the request it will notify to specified technicians. this does not resolve my purpose. Regards Vipul
Report Request
Hi, I need a report that contains reqID + time spent on every status until resolved ex. workorderid status time on this status (hrs) 1 open 10hrs in progress 1 hrs authorizing 2 hrs deploying 4 hrs Using SPD 7.6.0 Build 7611 with MySQL DB
Can't Locate a REQUEST
Hi Team We can’t locate the service request #23706. Attached is the document and the logs are here http://bonitas.zohocorp.com/customer_uploads/2010_10_21_9_28_13_Oct_21_2010_13_47_18_sd_7610_logs.zip.gz.bak Thanks Isaac ME Tech
Service Desk Plus : CSV export/import
Hi, Does service desk plus have an data export/import features ? For example: On the test system, export management data like category, topis, etc.. to a csv and then import the csv to the product system.
archiving closed items
Is is possible to archive closed requests so they do not appear in the ALL REQUEST view.
Creating Test install
We are trying to upgrade to the latest version of Service Desk but when started installing the build our Service Desk failed after build 7.5.0 Build 7514. We went back to the old version through a restore process basically installing the version we had a latest full back up from then upgrading to the version we knew worked. We now are took that server converted it into a virtual machine and we are trying to connect it to a test database. Currently the virtual machine will connect to live the database
Can i customize Request ID
can i customize Request ID to something like FL1245 (starting with alphabet)?
Circular Comments from Out of Office replies
A ticked was assigned to an engineer that was away for some time. He set an out of office reply on his outlook. the problem is that this created a circular pattern where his out of office reply would be lodged against the ticket, which in turn generated an email from SDP about the new comment that then triggered the out of office reply again. this has left some 5000 conversations against the ticket. Now i cannot delete the individual replies or the master ticket. What SQL command/commands can I use
How to evaluate the "On Hold Time" of a request
Hi everyone, I looking for a solution to calculate the real time spent on the resolution of each request of our Help Desk. I create a Reporting Tool to generate lots of reports but now I’m searching the way to calculate real times. Effectively a lot of requests in my company depend on various suppliers before to be resolved by our technicians. During these times a request can be on "On Hold" state during a while. In the SD database I can’t find the entry where I can detect a change of state.
Custom Weekly Ticket Report
Hopefully someone can help me out with this. I currently have two weekly scheduled reports. One listing tickets closed during the week and the other report listing what tickets are currently open and on hold. Is it possible to combine the two reports into one? The report needs to contain a sort of snapshot per se of what tickets are currently in the queue, open and on hold and any tickets closed during that specific week. The fields to include in the report are: Requester Creation Date Request Status
Problems with upgrade patch and restore in Windows Server 2008 R2 - 64bit
Hello I have install ServiceDesk Plus 7.5.0 and would like to ugrade it to build number 7514 but keep getting an error: java.sql.SQLException: SQLException in StandardPoolDataSou... * Does ServiceDesk Plus 7.5.0 work with Win Server 2008 64bit? or is there a patch for it? Any suggestion welcome, thanks.
SDP 8.0 Release
What is the new tentative release date of ServiceDesk Plus 8.0? The roadmap page indicated the end of September 2010, and we are nearing the end of October.
Purchase Order Show GL and Cost Center Descriptions
When creating a purchase order, it would be beneficial to see not just the codes for the GL and CC, but the descriptions as well. This is shown in the attachment.
What is the next SDP build that will be released?
Hi there, I have a question about which version will be released next? Will there be a hotfix 7612 or has the support life cycle for 7.6 ended meaning you will release version 8.0 next? If there will be another hotfix for 7.6, what is the scheduled release date? Thank you
How do I get a tech to be able to receive a notification of assignment email if request initiated via email
I am evaluating Service Desk Pro (SDP) 7.6 7611 When a requester makes a request via email, the request is processed and assigned to a tech. If the assigned tech is logged in, he sees that he's been given a new assignment. At present he does not receive an email notification that he's been assigned a new request When that same requester makes a request via the webpage, the request is processed and assigned to the same tech If the assigned tech is logged in, he see's that he's been given a new assignment
Business Rules on Email Requests
Hi, Should Business Rules be applying to Email Requests? I have setup numerous rules that apply if I submit a request via the portal, however they dont apply to anything submit via email. 99% of our jobs are logged via email. Is this normal behaviour or is there something that is not configured correctly? Thanks in advance Jon
Append reply to case when using outlook
When users/techs reply to an email from a SDP case, it is not automatically applied to that case when replying from outlook. Users have to use the website to have the conversation tracked inside the case. I want the reply to be tracked inside SDP when users just hit reply from outlook. When replying, the request ID is in the subject line and it is being sent to the same address we use to send emails from SDP, but still not working like I mentioned. What am I doing wrong?
Workflow of requests
I`d like to know if there`s a way to set an workflow of requets. For example: I open a request when it's closed it opens a new request and then so on. Some requests could be opened at the same time to be resolved in parallel. Ex: 1 - I open a workflow request to buy a desktop 2 - When the first request to buy this desktop is closed, it opens a second request automatically to prepare the equipment (install OS, etc) 3 - When the second is closed it opens a third one to install the desktop to the user.
Hardware Contracts and Requests
When I log a call for a printer or any other piece of hardware that has a maintenance contract associated with it, is this shown anywhere in the request? I want the contract info for the hardware to be automatically visible to the technician so he can place the call with the external company. Gill
Import vendors
We would like the ability to import vendors from a CSV.
Use LANDesk Asset / Software inventory with SDP
Have the ability to use LANDesk Management Suite DB for software inventory and asset tracking.
newbie problems
if a particular that is logged hasnt been touch by the technician..can i send an email to his boss before the due time runs out how can i calculate the time it took a technician to solve a problem..excluding the time he put it on hold.. i need performance report on technicians for the past months i have a request that needs to be sent to a third party..i would like to kno the time it took the technican before he send it to the third party thank you..im new here..your help is highly appriciated..
time entry in resolution
Can there be a feature to add a time entry in the enter resolution screen please?
multiple requesters assigned to one asset
Hello, Is it possible to assign multiple requesters to one asset. there are several of these discussions years ago but no updates or new information. We have multiple users assigned to one PC because of shift work. Currently we cannot see if a request comes in which asset is that requester using. Thanks
Report for Software License Expiration?
Does anyone know if there is a way to set up a report for software license expiration? I'm trying to manage software licensing in ServiceDesk Plus, and I'd like to be able to run a report that would generate a list of software licenses by order of license expiration date. Any ideas?
Template assigned to Group
I have searched in here, but was unable to find an answer. Is it possible to create a template, but have only members of a specific (admin-defined) group have access to view/submit that template? For example, only sysadmins should be able to submit a request for a new server build. Can I setup a template that will only be viewable to Requestors that are assigned to the Sysadmin group? Thank you for your time. Shawn
not-auth in requester dashboard
I have a problem that in the requester dashboard overview some tables (like levven/priority e.d.) display "not-Auth". This is strange because when the user views his request he's is able to see these items. It probably is a setting but I can't find it can anyone help?
Service Desk & Exchange 2007 Mail Fetching
I am unable to fetch mail when using an account that is on an Exchange 2007 Server. Any help would be most appreciated Dave
newbie questions
hey..im new here..i got some questions 1. how do i calculate the resolution time for a particular job. 1.1 our business rule says that..jobs before 2pm is to be completed the same day and jobs after will be completd the next day. so if a request comes in at 3pm and a technician start the job at 9am the nex day and resolve the problem by 10am. the resolution time would be one hr..but if i do the normal calculate..its gives something like 20 hours..how can i change this. 2. someone make a particular
Re-`install SDP Error
I am trying to install OpManager. I previously was using the free version. I ran the uninstall from the Control Panel. Now when I go to re-install OpManager I get a message saying 'do you want to uninstall opmanager?'. I reply yes, then get a message telling me that the OpManager service is being removed. The process runs to completion. I then try to run the installer again, and get a message asking me if I would like to remove Opmanager. I then get a message saying the service is being removed.
Purchase column in scanned software
Under scanned software, even when I add software license, the column "purchased" still shows as "-" , but when I click the software to view in detailed, it is able to show the quantity of the "Purchased Licensed". How do I populate the "Purchase" column?
Users - Technician List - Deleting a member from site deletes from all sites
Hello, I am working with the demo SDP 8.0 beta and I have created three seperate sites and have all set as custom for their settings. In the Users - Technician list, I am able to choose association pull down menu and all are customized as they should. As soon as I say delete a technician who is in multiple sites, it deletes for all of those sites and not just for the one I have selected please help
Problem changing request templates
Hi, We've a problem when we change a request "request template" from one to another. Sometimes the request becomes uneditable, or simply doesn't change the template and frecuently the server cpu load reaches 100% without lowering until we restart SDP. Do you have any solution for this? We're using SPD 7.6.0 Build 7611 with MySQL DB
Usefull error message
We are having issues with our external email delivery, when i try to update our mail server details I receive the following error number. Error Code - 1,285,671,300,626. Anyone shed any light on what this means please.
re-installing service desk plus
while i am trying to reinstall the service desk plus build 7611 i am getting the following error. "A previous version of MAnage engine Service desk plus was found in this machine...." but my mchine dosent have any version. is there any specific registry keys that needs to be removed before re-installing... any help on this is highly appreciated.....
Sending update notifications to users once a task has been updated.
Hi there, I know this seems self explanatory but i just cant seem to get this correct. Once a request is logged by the IT Dept (me) a confirmation e-mail is sent to the user(s) involved. Now when i want to update the request such as a list of steps i have tried in order to resolve an issue i am writing all these steps in the work log but users do not get notified of this. Is there any way to send a confirmation e-mail such as "job xx has been updated with the following comments" by using
choose button missing in edit group page
I want to add one technician to the list of technicians who will be notified as "Send notification to group technician(s) when a new request is added to this group". The button "Choose" does not appear. I am using Internet explorer 8.0.6001.18702. I notice that it works with google chrome !
How to deal with multiple emails into helpdesk
Hello, I have several sites I look after and I wanted to setup seperate email addresses for each site. For example. helpdesk1@blah.com goes to site 1 Helpdesk2@blah.com goes to site 2 Is there a way service desk will see the email is different and automaticly send the job to the site the email was sent to? Thanks in advance :) Ross
SMTP Issues with Exchange 2007
I'm having problems sending e-mail through Exchange 2007. We are moving to that from a Lotus Notes system, and SMTP through that works fine. Also, SD has no problem fetching POP mail from Exchange. The server that runs SD has another program that sends mail. It has no problem sending through Exchange 2007. I show the communication log from that program below. I've tried to set SD's outgoing mail settings to match, but I've pretty much tried every setting I could with no luck. I also attach the support
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