Need ability to set the approval standards for all Change Types
Need ability to set the approval standards for all Change Types. We do not want the system to approve any Changes. We either ned the ability to change the standards for all Change types or the ability to disable or delete the "Standard" Change type.
automatically notify group of users when creating problem/change is created on a specific item
We need to automatically notify a group of people (technicians AND non-technicians) when a problem and/or a change is being created for a specific item. Therefore it should be possible to define a group of people/contacts per item. Any help is very appreciated. Marc
Requests Merged
One of my technicians merged several requests and now we cannot find them. I created a "Problem" and want to associate those tickets but I've tried running reports using the created date but haven't come up with anything that shows what was merged. Is there anyway to see a history of what was done on a specific day? Thanks for any help you can provide.
Issue with authentication in build 7514
We have come across an issue with authentication since upgrading to 7514. Our domain has both a domain name (companyname.com) and a netbios name (companyname_nt) Previously users could authenticate and it would log them on regardless as it would resolve the user against either name. All of the requesters that are in the system, have the netbios name as their domain name. It appears now that if a user logs on with pass through authentication, it uses the netbios name and everything is fine. However
Sudden and permanent loss of availability to Service Desk webpages
Techs with Windows 7+IE8 all lost connectivity to the Service Desk webpages. Only a blank page is displayed. If IE settings are altered to always prompt for username and password on the intranet zone (where the service is located) they are being presented the normal login dialog but a successful authentication results in a blank page. Windows 7+IE8 still worked ok a few days ago. Same users using Firefox or an Windows XP computer can log on successfully and get the servicedesk pages displaying normally.
Requestor ability to view all requests
Is there a way to allow a requestor to view all requests? They don't need the ability to modify anything, also this doesn't need to be password protected.
Recording monthly leasing costs in Asset Management.
In the SDP Asset Module, I can check whether an asset is leased or purchased and record the cost of the purchase. Is there any place I can record the ongoing monthly leasing costs on large items such as copiers? Thank you, Don
Port number?
Hi! If i wont to do a networkscan in SD+, wich port do i need to open if i dont wont to dissable the Windows firewall? Thanks!
Out Of Office
How can I stop ServiceDesk from creating new requests when it receives and Out Of Office reply? Right now if a user creates a ticket and has Out Of Office enabled when I reply through the system it creates a new request ticket when their Out Of Office response is received. Any Ideas?
Update to 7514 - Can't change request status
Hi, I updated ServiceDesk from7503 to 7514 this morning, and now it seems we can't change request status. I tried 3 different ways (clicking on status in the request, clicking on edit in the request, and the resolution tab) but it still doesn't work. Everything else can be change as usual, the only thing we can't update is the status, and it's a bit critical since we can't close them (resolve them in fact, we use a custom Resolved status on most of our tickets) The problem affects new tickets (7514)
Assistance with a report - time elapsed from created to resolved
I am a new Service Desk Plus Customer and any help that could be provided would be greatly appreciated. I would like to generate report the calculates the amount of time in business hours has elapsed from the time the request was created till it was resolved. In the report I would like to see Request ID, Priority, Requester, Subject, Description, Created Date&time, Resolved Date&time, business time elapsed, I am using mysql. Thanks, Matt Williams
Multiple departments using SD+ on single database.
I have other departments in my company who wish to use the SD, but because they want several different fields on the form, it is becoming messy to manage. I have managed to develop something that works for IT and 1 other department, however now others want in and this is going to really mess things up. Is there any way SD+ can cater for more than one department using different portals, forms, etc.... but use the same engine and database? Thanks.
Contracts Module - Expiry Notifications
I use SD+ to store details of all my maintenance contracts and hardware warranties and find the email notifications that contracts are about to expire to be very useful. What I don't like is that it is only possible to raise expiry notifications by email to SD+ Technicians. Given that some contracts have a life of 3 years, it is very possible that the technician nominated to receive the notification will have left the company by then. I have tried to set up a generic technician without SD+ login
SD+ Scheduled Backup - UNC Path
Hi Wondering if anybody runs their scheduled backups to a remote UNC path? If so, how do you authenticate to the remote server? Do you run the SD+ service as a domain user? Any ideas appreciated. Thanks. Dave
very large log files
Hi support team After SDP 7.0 running for 6 months or so, we found quite a lot log files under \ServiceDesk\server\default\log\, over 2.5G and most of them are 9MB each, is there a way to reduce logs in SDP? please help , thanks.
Changing request template removes entered data
Hi, Has anyone else noticed that when the request template is changed that the data entered for the request is removed? Example: select new request select a requester Change Template from drop down Template changes and details disappearI understand that some templates require different fields and default values, but shouldn't some info be retained, such as the actual requester? Thanks.
Deletion of Administrator built-in account
Hello dear Forumists, I deleted the generic account called Administrator in order to recycle one licence. I 've tried to add another technician and thisd is not possible anymore!!! No warning messages, nothing! Do you have any idea why is hapeninng this? What could I do in order to have the other technician created? Many thanks,
How can I automatically ask for the approval of a request?
Hi, Is there a way to configure SD to automatically ask for the approval of a request based on the catagory? Or the technician has to request it manually? BR, JDR
Improved Backup
Currently, SDP only supports full data backup on the data and configurations on a single backup file. We would like to request that configurations have a separate backup with data backup. This way we can revert back to previous configurations by restoring through the backup without experiencing the hassle of also restoring your set of tickets of a previous date and losing everything from date of backup to present. Example scenario is when you are tuning the configurations within SDP. You would
Mail Fetch won't start after server outage
Have noticed after a recent outage that servicedesk isn't fetching the mail. All looks ok, but when I stop fetching and 're-type' in the username and password I receive the message - FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. The username and pw are correct. I've even reset the pw to make sure. After the above message I can still click on Fetch Mail and all looks fine
Deleting software assets
Why do some software that has no installations not delete? We have tried moving type from managed to unidentified and it still will not delete. Some will, some won't. What needs to be done to delete?
Automatic new user creation from the incoming emails
Dear, Could you please give us an instruction how to turn off the automatic user creation based on receiving of email? Ideally SD has to send an automatic response to user that such user email address is not registered in SD and appropriate incident was not created. i.e this message should be configured through template. Best Regards, Vladyslav
Is there a way to track Feature ID's and Request ID's given from SDP Employee's
Is there a way to track Feature ID's given from SDP Employee's. I keep getting these but do not know how I can track what the status of them are. We would like to know what the status of the ones we have been given are. Also is there a way to track Request ID's.
Newly emailed requests coming in as "Unassigned"
Just upgraded to the latest version of ServiceDesk plus. For some reason now, all emailed requests come in as unassigned, and aren't put in the General Category. As a result I don't get an email alert, nor are they added to my queue. Where can I change this setting? - Eric
when you click on a change sometimes a different change is brought up
Sometimes but not all the time, whenyou click on a Change in the Change Tab, that is not the Change that gets opened. Sometimes if you reorder the changes and try again the right one gets opened but not all the time. Sometimes you have to exit ServiceDesk all together before it fixes itself.
java.exe using 90-98% of CPU
Hi there, Since the latest build of SDP I have been experiencing issues with performance and mail fetching on SDP. I migrated everything to a new server with entirely fresh install but it has returned. I updated java and still no luck. Now my system has stopped fetching mail. I run on Windows 2008 with TREND officescan AV, and the system is literally clean as can be. DB is only about 100mb so it cant be that. When mail fetching is stopped the system performance returns to normal. Please help.
Ability to add attachments to a task
Ability to add attachments to a task. We would really like the ability to add an attachment to a task. We use tasks for multipul things and it would be very helpful if we could add an attachment to a task for multipul reasons, to show work completed, to show an approval for something being done, for what we call a UAT form (User Acception of Testing).
Import requesters by using LDAP ( Making the decision time)
Dear all, I come from Bao Minh insurance corporation (Vietnam country). We are very close to make the decision about Service Desk Plus license but we have two important questions like that: How can we synchronize the new requester created from LDAP if we have already imported requester from LDAP because if we import again, all of modified setting will be overwritten? Can we have more options to choose when we import requester from LDAP? For example: can choose which fields to import like department,
Let Requestors view any request
I have recently discovered that if a requester creates a request, I can forward that to another requester and it can be viewed but, If a technician creates one and forwards that to a requester, the requester gets a message saying that it is out of their scope and can't view it. Any suggestions?
Script errors when entering Worklogs for a Change
For some time now, I've occasionally received script errors in IE 8 when entering Worklogs, or viewing the Implementation tab of a change. It doesn't happen to all Worklog entries but enough to make it significant. An example error is: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; InfoPath.1; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 1.0.3705; .NET CLR 3.0.04506.30; .NET CLR 3.0.04506.648) Timestamp: Tue, 24 Nov 2009 10:12:00 UTC Message:
Multiple Windows Domains ( Multiple Active directories)
Hi all, We are evaluating the Service desk plus , i am looking for the subjected feature. Can we have 2 or 3 windows 2003 active directory in one database of the SERVICE DESK PLUS. Looking forward for reply. Thanks'
How do i Backup specific SD information
Need to move My SD 7.5 to another server. I'm dealing with several AD issues now and would like to do a fresh install, move my request and reports information to the new install
SD Admin Technician
I recently took over the role of managing our servicedesk install and I noticed there is a technician called sdadmin in the list. We are currently very close to our license threshold for technicians. So, can I remove this sdadmin technician or does it serve some purpose? FYI I am NOT talking about the sdadmin role, just a technician with the name sdadmin. Cheers!
Helpdesk Plus Linux - WIndows Issue
Hi , I wonder if there is a posibillity to import the AD which is on Windos OS to a Helpdesk Linux Version ?! I know that is not possible direct from HELPDESK software now ... but will this be possible in the new version of Helpdesk ? I have a Debian installation of the trial ... and is it not importing the AD ... that is why I am asking !
my open or unassigned
Hi, I am looking for confirmation that the following is true: The "my open or unassigned" view excludes unassigned requests in technician groups that a user is not a member of. Thanks.
Self Service Portal Entry Page
I was wondering if we are able to change the words of "I am having issues with:" (as shown below) to something else? Many Thanks in advance. Richard
Repeated date in Date/Time popup.
I noticed that when I edit a report I made, the date popup shows the first two days of the month as 1. Anything that refreshes the popup(such as clicking the Today option or changing the month) fixes it. Minor annoyance, really, but I thought it's worth reporting.
Does SD+ Support Lotus Notes
Good Afternoon, Can you please advise if SD+ support Lotus Notes fro Mail Client & Notifications. If it is not supported, Why? Will it be supported in the future? Look forward to receiveing your response soon. Regards
Change "department" field of several requests
Hi, via "Request - filter" + button "edit Requests" one is able to change fields of several requests in one time. I want to change the fields "site" and "department" but only the field "site" is available... (see attach) Is there a way to add the field "department" as well? Tomas - SD 7.5.0 - Build 7514
Monitoring incoming request in DB with mode email
I want to create notification when I got new request via email in my hostmonitor program. My program can do select via ODBC in servicedesk DB. Email can be send in the night. There is worker that monitoring service (test) and dispatch in the night. So I need mysql request that return to me count of request with: -Request mode - email; -Group - NULL -Technician - NULL -Category - NULL -Status -Open; -Create time - last 7 days (I think older request I see myself); When count set to more than 0 (1,2,3
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