Response vs Resolution - SLA's , Priorities etc
Has anyone been able to setup priorities,SLA's , escalations based on when a technician has been assigned to a request , rather than when a request is resolved ? .. We have high priority set to a 1 hour "resolution" (there is no response time) If a technician picks up a high priority job within an hour , but it is a job that is going to take longer than an hour to resolve , The technician is hit with an SLA violation ..
CMDB work flow diagram
Hi, I have Op Manager Premium Edition 8 (WinServer2003). Now I want to implement a configuration managment database (CMDB), so I tried the demo of Service Desk Plus Enterprise Edition, but I could'nt find that I'm looking for. Because I need to watch a diagram with all of the network components (or some of them) and their relationships. Attached are some examples : Sample 1: http://sourceforge.net/project/screenshots.php?group_id=176340 Sample 2: http://eval.symantec.com/mktginfo/enterprise/fact_sheets/b-datasheet_cmdb_solution_02-2008_en.us.pdf
Mail fetch password storage
Does anyone know where the password for mail fetch is stored? We need to set up another instance using the same details, but no one can remember the password.
SD+ (7.5.0 Build 7513) Sending API call to a Pick list field not picking up the value being provided.
I have another app that I would like to send info to open a ticket using the API. I can get everything else to work except pick list to pick list. I have mirrored our group/category/Sub Category/items to be the same on both sides so that when a user selected the group etc it sends over the same value to the SD+ pick list. I have tried everything I can think of and it just doesn't work? From the other system I can have a pick list go into a text filed no problem but not pick list to pick list? Is
List of Issues / Enhancements for next HotFix upgrade
Dear Users, Following are the list of issues getting fixed in next hotfix upgrade Enhancements for this hotfix : 1. SD-21920: Support for SMTPS outgoing in ServiceDesk Plus. Issues fixed in this hotfix : 1. SD-21509: Based on the confirmation from the user who performs the change in template for a request while editing, all the field values (except Subject and Description) based on the modified template will be updated. If not confirmed by the user, will populate the empty fields of the request
Scanning non-Domain workstation.
Is it possible using ServiceDesk Plus to scan a Windows XP Home Ed. system not on a network domain and how? XP Home edition, to the best of my knowledge, cannot join a domain.
History not updated when attached file is modified
We have a process where a ticket is automatically generated, a report is run and the report is attached to the ticket, then closed. However, there is NO history recorded when the attached file is deleted, modified or re-attached. This creates a loss of accountability, since the report could have been modified and re-attached without anyone knowing.
sending mail to other sites
Hello, I have 3 sites who handles different requests. Some are created by email. Now I want requests from a special sender to automaticly be assign to a special que. For example: An application sends an email to SDP mailbox and the mail is created into a ticket. SDP should, by a buisness rule assign this ticket to a que, but this que is located in another site. When I try to create this rule I use the assign to que option (I use swedish version so I dont know the exact name in english version) but
Roles. field management.
Good time of day! I have a question: How do I prevent IT specialist to edit some fields in a designated service call him? Menu management roles can only enable/disable editing of all fields.
Compatibility issues with Internet Explorer 8.0
We are currently running SDP Version : 7.5.0 Build 7509 on a Windows 2003 Server. Of late when a technician using IE8 attempts to create a new or edit a custom view, on pressing Save we get a Page Error 500, but if he switches to Firefox, the save works. Anyone got any ideas? Many thanks Steve Lewis
hide contact number and asset field on request form
Is there a way to hide the contact number field and the asset field from the requester on the request form?
Screeshots in email?
I noticed that when a user sends me a screenshot embedded in the email (from Outlook) that it doesn't show up in the ticket. Is there a way to get this to work. I thought maybe I could just upload it after, but I also don't see anywhere to do that. Am I missing it? Thanks for your assistance.
custom report error
We're running 7512. When I create a custom report with the following settings, run fails with "Error executing SQL statement for : AdventNetReport." report type: tabular module: requests display columns: Request ID, Category, Subcategory date filter: Completed Time, Last Quarter advanced filtering: didn't set group by: category order by: category, subcategory summary type: Request ID, count
ServiceDesk with custom front end?
I'm looking into creating a custom front end for our help desk along the lines of this one: http://www.yale.edu/its/helpdesk/index.html Using that as a model, my goal is to create Web forms for common request types in order to reduce the amount of time help desk staff have to spend researching requests.Is there an API or protocol (SOAP-based, maybe?) for generating ServiceDesk requests in other applications? Absent such an API, is it possible to create requests directly in the database, and, if
SSL certificate
Generate and install ssl certificate
Wrong Language on Request Filters
Hi, I am currently setting up Service Desk Plus 7.5.0 Build 7509 as HelpDesk Tool for my company. We want to use the multilanguage version, setting is configured to browser default. On the Requests Tab, when choosing the filter "Showing", for all requesters which are able to view "all request from their site" all the site related filters are always in english, no matter what language is used. Does anybody know, where the entries for translated languages are stored in the DataBase/File, so I can
Suspending a site
Hi, We are going to be using the enterprise version to support external clients (once the MSP Enterprise version is available we will look to move). Wondering how other users disable/suspend client Sites? For example, don't pay, leave, etc.. Thanks.
Request Vs. Problem
Afternoon everyone, quick question from me this time. I'm debating the usage of a Request vs. a Problem. What's the difference and how can I use them effectively? Thanks. ~James Murphy
Distributed Asset Scan
May be, it is silly and has been asked for earlier. Is there a license associated with Distributed Asset Scan? If so, can you specify the details? Aris
Time log for task
I would like to be able to add time for multiple user in a task and report on the time
Importing Assets
Hello, In the Standalone Audit method, ran the script and the XML file was created successfully. When importing it, it states success, however in the software tab, there is none listed. I checked the XML file that the script created, and it does list all the software, but did not bring it over to the Asset details. Thanks,
Diiferent Templates per site
Hi There Just wondering if the current version of service desk allows different templates to be configured per site We have multiple corporate entities all pointing into the one portal and wish to customise it for each one as much as possible. If anyone has any alternate suggestions if the functionality doesn't exist I'm all ears :) Thank you
Problem with software assets / database corrupt?
When I add a new software license and edit this asset afterwards the form is not the license form but the standard asset form (see attached images). Is there a wrong configuration in the product type "software" perhaps? How can I correct the problem? Regards, Peter
Separate Templates for different Sites / Departments
Hello Just wondering if this version of service desk allows templates to be available to users in one site and not another? We have many separate corporate entities all logging into the one Portal and dont want them to see each others templates as it would become quite confusing. On that note is there a way to customise individual logo's for different sites / departments as well? Regards
Requesters and Active directory
I am stuck at the requesters tab. I can't import AD since I (assume) don't have permissions (domain level as servicedesk plus puts it) on the domain controller to import the accounts. I try to import a "csv" file that has all the users that would be considered requesters. I am not sure about the self service access details. I don't have the passwords (nor would I want), to all the accounts I want to import. The second question I have is since this is a list of active directory accounts can
Customize Global View
Hello, Is it possible to change the global view diagrams and grafics ? I can only see the "Open, Onhold and OverDue", but we added three other status possibillities. Thanks, Richard Baltus
List of Issues / Enhancements for Hotfix 7514
Dear Users, Following are the list of Enhancements / Issues fixed in the next hotfix 7514. Tentative schedule for the next hotfix will be by next week. Enhancements in this ServicePack : Caching enabled for base and referred site data like BusniessRules, ServiceLevelAgreement(SLA),Operational Hours, Holidays and Timezones. Based on a Configuration in Global Config Table following Performance Enhancements were done: SD-22839: Can be achieved by disabling the Refresh Timer in Request List View page.
Since Daylight saving - SD+ not has Incorrect time stamp on notes
Since daylight savings kicked in we hav had an issue with the time in Servicedesk Plus. When we login we can see the correct time along the banner at the top, however when we add notes the notes are time stamped an hour earlier. We have checked the server and it has the correct time. Can you tell me where the notes are taking their time from? or how to resolve
How are survey ratings and satisfaction levels calculated ?
I have an 11 question survey. 5 choices (1-strongly disagree, 2-disagree, 3-agree, 4-strongly agree, not observed). First survey I answered all questions with 1-strongly disagree. It showed a satisfaction level of 20/100 with a rating of 11.0 Second survey I answered all questions with 3-agree. It showed a satisfaction level of 60/100 with a rating of 33.0 How is the math calculated ??? Ver: 7.5.0 Build: 7505
Enabling Robotechnician
When we go in as Admin, Then select Robotechnician from the Admin tab, there is just a help card. We do have it, however there is no "Enable" button. any ideas? Thanks,
Is there a way to change the sequence of Request ID's
I was wondereing is there a way to change the sequence of Request ID's like adding a starting point number or sequence. Request ID: SD00001
Customize the Requestr's default page
Hi, We have two SDP implementation, one in mother company and it is didcated for ERP support, and one in the subsidiary for other problems/requests, my question is how to add a link in the requester's default page pointing to the SDP of the mother company, if the user wants ERP support.
Reply include name of tech replying...
I noticed we have $Technician and many other variables that we can put in our responses. I was looking to see if there is a way that we can put in the name of the signed in tech who is sending the message. Right now we can do the technician that is assigned the request, but not the person who may be replying to or forwarding on a message that may not be the technician who has been assigned the request. Hope this makes sense. Thanks, Carlos S. Del Castillo
WorkOrder schema
The schema diagram from Reports > New Query Report > Table Schema > Requests > Get does not match what I see if I run a SELECT * FROM WORKORDER query. In particular, the Description is missing from the diagram. Is this a bug?
Urgent Request: Contract Programmer To Import .pst Files As Closed Tickets Using PERL or PHP
Looking for contractor that has previously written a PERL or PHP script to load emails (not contact info) from a .pst (outlook) file into Support Center Plus database. We would like all emails imported as closed tickets for archival purposes. We would also like all emails imported with the date that they were received as the ticket creation date / import date into the system. Please call me if you have PREVIOUSLY done this and are interested in contracting with us on this project. Thanks Jim (972-974-1263)
Query problem
Any tips on what I'm doing wrong here? Table schema is Requests: SELECT CategoryDefinition.Categoryname, WorkOrder.Title, WorkOrder.Description, RequestResolution.Resolution FROM WorkOrder JOIN RequestResolution ON WorkOrder.workorderid=RequestResolution.requestid Workorder JOIN WorkOrderStates ON WorkOrder.workorderid=WorkOrderStates.workorderid WorkOrderStates JOIN CategoryDefinition ON WorkOrderStates.categoryid=CategoryDefinition.categoryid When I run that, I get "java.sql.SQLException: Incorrect
Activated AD Authentication, now no login
Late in the day on Friday, I implemented Active Directory authentication for users. Now, when I try to bring up SDP's Web client, I get a blank page. No logos, no login, no dashboard, nothing. Just white space. Anyway for me to reverse this, or to alter the authentication? I'm sure I got something wrong in that.
Generate Asset Report by User
Good Afternoon, I am looking for a way to generate an Asset Report by Requester. We really like how most of the asset tracking works, but every so often in our company, we print out reports from our Asset Tracking System (now ServiceDesk) to confirm with users that we have the correct information. Here's what I'd like: One report that takes all users that have assets associated to them and compiles them to 1 page per user One report that is a single user and the assets associated to him/herI was
Asset scan detecting removed software
One of our machines had had FrontMotion's Mozilla Firefox Community Edition deployed to it via a group policy, this install was also listed in Add/Remove Programs. This was then uninstalled, also via group policy and disappeared during a successful removal from Add/Remove Programs. However, the SDP asset scan is not seeing the software as removed, it sees no software changes on the machine. Why is it not seeing the removal of the software and how can I correct that?
External e-mail not appending to ticket, creating new
Hello, Moved to 7507, since the move any e-mail response from someone outside our company isn't appending correctly to the original ticket. Instead a new ticket is generated which I am forced to merge with the old. If I respond to a ticket it appends correctly, this only appears to happen for external addresses. During troubleshooting, I noticed the field in Notification Rules where we used to set the format is no longer visible. We were using the standard Req.ID:##$RequestId## format prior
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