Prevent viewing history for requester
All requesters have the tab "History" by their requests where they can see all changes to requests. ALSO changes to private notes!!! Of corse, private notes are not to be seen by normal requesters. Is there a possibility to simply hiding the tab "History" for non technicians? Mark Flothmann
Identify table / tables that contain fields used in a view.
Hello. I am trying to include the 'is leased' field on a report. However, I am not finding the field in any of the online schemas. Should I be looking somewhere else? If you go to assets...and review an active asset...you should see a yes / no field called / named is leased. Where is this field in the database schema? Thanks, Chuck
Update a request
Hi, Just a question, what is the best way to update a request? I see that you can use the field 'REASON FOR UPDATE" or RESOLUTION E.g.a request is about an error - we want to update the request with saying '.....have changed blabla, please try again' And also with our previous app for helpdesk we had a shortcut to put in auto the date and time we did the update, is this also possible in ServiceDesk? Thnx! Michel
Is it possible to make report based on time passed before first manual Update of incident?
Hello! I have a metric in SLA: 30 minutes for reaction on incident (it can be catigorization, request for new information, status update etc). Could you please help me with such query report? (to know how powerfull are reports in SD+ ) Maybe it is possible to use History tab, like if [1st update action] - [Create action] <= 30 min ==> SLA is not violated It would be really nice to have reports, based on time passed between various actions because SLA often based not only on resolution time. Also
Will 7.6 be on time?
It is that time again that a date has been published for the 7.6 release of SDP. What is the status of this upgrade? Is it currently under testing? Or is this going to be released in normal Adventnet fashion months after? Our renewal is coming up in 2 months and we want to know if after 2 times of not testing and missing release dates you have learned... Please respond asap.
Response/Created/Closed Time Report
Dear Help, The following MSSQL statement below produces report 1. We would like it amended to produce report 2 please. It’s important however that the ‘Responded Date’ is not the automatic generated response from the application. It has to be a note or work log entry from a technician. Thanks for looking, Stef SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",dateadd(s,wo.CREATEDTIME/1000,'01-01-1970') "Created Time",dateadd(s,wo.COMPLETEDTIME/1000,'01-01-1970') "Completed Time",dateadd(s,wo.RESPONDEDTIME/1000,'01-01-1970')
All workstations showing as "associated" for all requesters
Hi, I am currently working through the initial set up of SD+ (7.5.0) for our company; I have imported all sites, requesters and workstations and am now working on the relationships. When I associate ONE workstation with a user it does the job (if I log in as that user, that is the only workstation they can choose for their asset); however, if I go back to the requester to change the associated workstation, I can see ALL assets showing as associated. Is this a known bug or am I doing something wrong?
global view limited to showing only 7 techs
Is global view on the home page limited to showing only 7 techs? After that I get a row called others and of course the unassigned row.
Replying to a Request
Hello, Is there a way to have Service Desk automatically reply a resolution to the requester, Rather then opening the reply and separately copying and pasting it in? Purpose: looking to be able to work a ticket, choose a resolution (one that contains a script) then have it already be entered to a reply field, close the request, which will auto reply the selected script (resolution). Thanks,
Parent to Child ticket relationship
The ability to create a Parent ticket and have sub tickets relating to it. As well as all worklog entries roll up to the master ticket so you can see the impact on a total project or issues.
Request Reporting on Additional Fields
We have added an additional field to our request template and it gets populated for every request. When in reporting we are unable to see the additional field and are unable to report on it. How can we report on the additional field? Thanks, Chris
Creating custom query to find all software installed on all workstation
Is there any way to create a report to show all software (with updates and servicepacks for Microsoft products) installed on all workstations in servicedesk in this format: hostname1,software1 hostname1, software2 hostname2, software1 hostname2, software3 ......... ?
De-Activating Quick Request section or making fields mandatory in the Quick Request Section
Is the above possible , issue lies if a technician raises a request
Example page for handling API Callback
Hello, I am having difficulty in understanding exactly how to deal with the XML Callback which is generated by the API. Could someone please post an example of the best way to deal with this information so that I can create a response page which is meaningful to our users? Regards, Grant
Closing a job from the resolution page
Service desk plus 7.5.0 Build 7513 We have a rule that requires a technician to be assigned to a job before it is closed. When closing a job normally, we get a pop up box to notify us if no technician is assigned. If we close a job from the resolution tab by using the drop down box at the bottom of the page, it will save the resolution text, but the job doesn't get closed - but there is no popup to inform you of the rule, or the failure to close the job.
How to fix time in ServiceDesk Plus
How to fix time in ServiceDesk Plus When I send an email to reply of an email it is in AEST and Not AEDT. so states 2pm when it should be 3pm. James.
$Requestlink in 'Acknowledge Requester by Email ... '
Hi all, Once someone created a request and receive the confirmation mail and he clicks on the $RequestLink it's pointing to http://ddd Btw, it is showing the correct link only when you click on it it try to open http://ddd Anyone ideas? Thnx in advance!
AUTOMATIC CASE ROUTING (AUTO ASSIGN)
How do I set this up? I want the request to distribute automatically/randomly to technicians as they come in. I have read that this is a feature in SDP, but I cant get it to work. Any help would be greatly appreciated.
How do I change an asset from a workstation to a server?
How do I change an asset from a workstation to a server? I can't find a way to modify the resource. Thanks! Pat
Changing requester
Hi, Is it possible to change the requester associated with a request? For example, request is created on behalf of the user but the wrong user is selected. Thanks.
scanning of virtual hosts
hi i had a proliant dl380 g3 which i used as an old file server and service desk 7509 correctly scanned it as a windows machine. i have now rebuild the server as an esxi 3.5 host (vmware) and i have changed the hostname of the server and i have 2 questions with regards to scanning 1) the device is still showing as a windows device, can this be changed 2) is it possible to scan vmware (or other virtual hosts machines) with service desk plus?, i do not have telnet or ssh enabled on thos host machines,
Updating requesters via .csv file
We want to update our user's location field in ServiceDesk to align with what is in AD. We do not want ServiceDesk to break the different locations into seperate sites. I did an extract of the AD information to a CSV file, but when I go to import it, it wants me to point the login id and password fields to a column. We use AD for authentication so I don't want to overwrite that info. Any suggestions on how I can do this? Ideally, I would love to make ServiceDesk sync to the AD office field without
interactive report
Is there a way to have teh en-user input a specific parameter into a query so as to get a report. It's like an interactive report, generic and then the user will just type in the specific asset they want to know about and then the report will run. Kieron
The case replied message under description is missing.
As topic. Your SDP Version : 7.5.0 Build 7507 Latest Version : 7.5.0 Build 7513 [Details]
webinterface errors in safari
SD+ webinterface errors in safari (browser warnings, some positioning errors) but if changed useragent to firefox – all s ok
Update from 7.5.0.8 to 7.5.0.13
When updating I got an error : Anyone a solution? Mark Flothmann
I need to implement access to the site via HTTPS to configure this protocol?
I am a : Registered Customer Database : MS SQL Convenient Time to Contact With Time Zone : Brazil Build Number : 7508
Sort By Resource Tag
Good Morning Everyone, On the main page for workstations and/or servers (WorkstationListView.do), I've found the little button that allows me to customize the columns that are displayed. I haven't found this request before and in all honesty, I'm somewhat surprised that no one has suggested it yet (and that it's not in the product already). I want to be able to sort by Resource Tag, but you can't even add it as a column currently. The problem we have right now is, when we get new hardware in (laptops,
Attachments are not deleted?
I have found that attachments to Incidents/requests that have been deleted in ServiceDesk are still on the system. I have checked for attachments to deleted job numbers in (AdventNet\ME\ServiceDesk\fileAttachments\Request) storage area, and then searched in ServiceDesk Plus for the associated job number and nothing comes up but the attachment is still there! We have systems that send logs to our ServiceDesk and often these just need to be deleted, now that I have found that the attachments aren't
Reply mail not sent to requester when adding a new request
Look Bluds, When I click the 'Add request' button at the bottom of the new request page service desk gets stuck and doesn't return to the requests screen. Also, no reply mail has been sent to the client so I guess this is the stage it is getting stuck on. Has anybody else had this issue? Any idea?
Start ServiceDesk in background
I can`t find how to start ServiceDesk in background, to launch it i use ./bin/run.sh. I have ASP Linux in my server, 2.6.22.9-91.0.120asp. Please help me.
Modification of Closed Tickets
We have a process whereby a recurring ticket is generated. The ticket requires a technician to run a report, attach the report to the ticket, then submit it for approval by a supervisor. After it's approved by the supervisor, the ticket is closed. The Problem: The closed ticket can be opened and the attached file deleted, and then a different file can be attached, all without requirement for additional approval and without adding a single entry to the History of the ticket. Thus it would be easy
Query on all registered requesters
Is it possible to access the table where all possible requesters are listed? A regular report on changes would be very helpful to me since I could use this to check for deleted users to cross check the user management process of disabling/deleting accounts. Another report that would be useful to me is a report that lists requesters/user per site.
Vendor Management in ServiceDesk Plus
Is there a way that I can allow Technicians to add Vendors and Products to the Purchase Order system without them being administrators? Thanks. Regards,
BACKUP causes the whole server to freeze!
I have a major issue here, I tried to do a backup for the system and once it is excuted it run for awhile to do the back up then the whole server freezes and the system is no longer accessible , i have to hard restart the server to be online again. can you please assist on this issue urgently
LDAP Authentication Support in ServiceDesk Plus
Hi everybody, Does ServiceDesk Plus supports LDAP authentication for users? We need to use LDAP to authenticate technicians and administrators loggin in SD Plus. Thank you Regards
SMS Alerts from ServiceDesk Plus 7.5.0 Build 7509
Hello, I would like to know if it is possible to customise SMS alerts for new requests to technicians by a time period? i.e. only receive them after business hours....1700-0700hrs? And if so, how do you configure this? I am a new ServiceDesk User so excuse me if this seems like an ignorant question? I did try to search this forum for a similar topic, but no luck. Thanks.
ServiceDesk Plus arranges Due By illogically
When sorting by the Due By column in ServiceDesk Plus 7.5 the items with no due by are filed alongside those closest to breaching SLA rather than those furthest away as would be logical. For example, sorting by due would get you: - 4th October 20th October and 20th October 4th October - Clearly the logical ordering is 4th October 20th October - and - 20th October 4th October
Problem with license key office 2007
Scanned sofwares office std 2007 does not show the license key and product ID.
Deleting a software asset
When trying to delete a "scanned software" I am getting the following message: "FAILURE :Some of the software is been referred by workstations. Hence cannot delete software further." The issue is that this software is not currently attached to any machines and I would like to remove it or rename it so it isn't used. In the past it may have been associated with a machine, but the association no longer exists. Thanks.
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