Bug: Editing of Closed TASK TITLE repeats email notif
When a TASK is closed, you have the option of receiving an email notification stating, "Your task has been closed..." (etc). If you edit a closed task's title, you get a repeated "has been closed email". Each time you edit the task title, you get another "closed" email.
can you configure email to populate fields?
New to SDPlus We have a software order form online. When the form is submitted it is sent to the email that SDP checks. The order gets into the system however is there a way for me to have various fields populated (if they are not the default values)? For example when someone purchases software, I want the ticket to show the priority, level, group, status, etc. Currently all are blank unless there is a default value set. Thanks
Feature Request: Modified "Global View" for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Bug: Selecting Requestor Name from Userlist
If you click on the "Show Requester" button within a request form, which pops open a new window with the "Requester List", when you click on a user name - it is populated into the Request but the popped up window does NOT close itself. It blanks out. You must manually click the "x" to close the window. The blank browser window HAS source code, which is as follows: <script type="text/javascript" src="/scripts/IncludeSDPScripts.js?8"></script> <script>includeSDPScripts('', true, '7018','en_US');</script>
Bug: Alert request owner when task is closed
This was working earlier today, but now tasks that are closed are not resulting in an email notification. Tasks ASSIGNED, are. When I close a task for a request that I am the Requester of...I no longer receive a "closed" email.
Bug: Spacing in announcements
I reported this bug almost a year ago and I see it still hasn't been addressed. In ANNOUNCEMENTS, proper spacing is not observed between the NAME and the DATE. Sample output is below: Created by : administratorOn 13 Aug 2008 11:15:31 There needs to be a space between "administrator" and "On 13 Aug...", etc. A minor "bug", to say the least, but a very visible defect that every single user can see.
Question about notes
When a note is added to a request and the Show to requester box is selected, should a notification e-mail go out to the requestor stating that the request has been updated? I thought this was happening before I went from build 7015 to 7018.
Database location
How does one go about connecting SD+ to a database not located on the application server? (e.g. a SQL server cluster)
Problems with Business Rules in localized version
Hi! After setting Russian language it's not possible to create Business Rules. There are no options to choose (see rus.jpg), while in English all works fine (see eng.jpg). We are usung 7.0.0 Build 7018.
Have trouble in Business view conditions
Hello. We have some strange issues within business view: After I have created business rule with described criteria and conditions it looks seems ok. But I after I have changed interface settings to Russian there is no any items in "condition" list in my rule. It's strange because rule works fine. Criteria items in "criteria" list appears again when I change interface to Russian language. Have any idea?
Not able to scan ESX servers.
Hi, I am not able to scan the ESX servers and some windows servers also. Can someone suggest do i need to enable any ports or services for that. Thanks in Advance, Shibin Paul
change requesters authentication
I have a user who's account was created as a local account. I want to change it to authenticate via her domain account. Is there a way to change her authentication method in the database? Alternately, can i change her tickets to another requester in the database? If so I could delete her profile, reimport her from AD and assign the tickets back. Thanks for your help!
Technician - Purchase Order Approver keeps getting unchecked
Hi The purchase order approver settings are being lost in ServiceDeskPlus I am running ServiceDeskPlus 7018. I set up a technician to be a purchase order approver by ticking the check box beside their name. Some time later, I create a purchase order, however only 'administrator' is listed as an approver. (My technicians are imported from active directory) This has occurred on more than one occasion. Each time the box beside their name is not checked. Something appears to be resetting it. Can you
The Rules
Hello. It is necessary to consult on item of " the Rule ", whether " Notices of the initiator of the application " It is possible to create some notices or patterns with various variables, and depending on what variable you change in the application, such notice sent to the initiator? Version : 7.0.0 Build 7017
Reporting: Track requests which have not been responded to
Whenever a message is sent to a requester witihin a request, the NOTIFICATIONSTATUS field in the workorderstates field is populated with "TECH REPLY". However this includes system emails such as a "Your request has been logged with ID xxxx" which is flagged as a technician reply even though it is system generated. In MSSQL this: SELECT distinct "WorkOrder"."WORKORDERID" FROM (("servicedesk"."dbo"."WorkOrder" "WorkOrder" INNER JOIN "servicedesk"."dbo"."WorkOrderStates" "WorkOrderStates" ON "WorkOrder"."WORKORDERID"="WorkOrderStates"."WORKORDERID")
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Daily schedule issues
Hi, We have created a scheduled scan of the network on a dialy basis. However, every now and again the schedule stops responding and you have to reselect the date. Is this already a known issue. If not please can you look into the issue. Also, Once the scheduled scan has been completed we should receive a notification of all the changes made on the network. We no longer appear to be getting this making it harder to identify the new software additions. Just wondering if this is a part of the known
Please respond...
Please respond ASAP. We need this information for a planned roll out. How is the new Asset system going to work. Are you including a distributable file to be installed on the workstation like Desktop Central? If not, is this going to happen? Could you please provide as much information as possible. Thank you for your time. Kindest regards, Jonathan Davis IT Support Coordinator Scottsdale Unified School District
Time Spent HTML and Query Problems - Need Urgent Assitance
I am trying to produce a custom report in a tabular format with the following headers: Ticket ID #, Requester, Technician, Created Date, Completed Date and Time Spent (Completed Date - Created Date). However, when choosing the Created and Completed Date this is what I get: Request ID Requester Technician Created Time Completed Time 3 David Brooks Rose Washak 1156263888921 1156271163156 4 David Brooks Rose Washak 1156266718140 1156269141812 Also the Request ID is not the ticket ID # it is a new created
reply/forward format not correct
hi, with repect to reply/forward, when we click on these buttons the screen will have all the required contents in the message box. but, the format is not correct, its become like one passage, so, everytime we need to format it. which is time consuming. anyway to rectify it ? pls advice.
Purchasing Module Issue
We are having a problem with our purchasing module and could really use some help. Adding new products works fine unless we try to add software. When we add a new software product it tries to force us to associate it with a major version, if we do we get an error. "FAILURE: Problem occurred while trying to get software. Couldn't perform action on products..... Error Code -1,218,462,171,102" If we try to convert the software to a major version it tells us to select software. Are we doing something
Cannot Delete Report
One of our techs created a report and published it to everyone. I want to delete that report but I cannot. The only thing I can do is to edit it. (please see image) Please help! We are running Build 7015
New Feature request
Aside from my last post, i think it would be great if the asset scan would return the Network Description. I use this field to show how uses this PC and would be handy in working out what site the PC is in? also maybe the current logged in user may be handy for some people Scotty
Classroom Training in London -Septemer 8th & 9th
Hi Everybody! Catch our Servicedeskplus classroom training this time in Hammersmith, London. It is a 2 day training Scheduled on September 8th & 9th ,where our trainer will help you roll out SDP easily. Get best practices, workarounds, and tips to suit your needs from our experts. Get your staff trained to make the most out of ServiceDesk Plus. Register Visit: Other scheduled classroom sessions Training Portal If you are interested in attending the training, but cannot make it for this session, please
Verify PGP signatures and sign outgoing emails with SDP
Hi, is it possible to have SDP verify the signature of pgp-signed incoming emails? If not, is this feature planned in future releases? Right now, we are in the evaluation process and it would be a big advantage if this could somehow be implemented in SDP. thanks, Frank
change of Due date with priority
Hi, would like to explain scenario, i have 4 SLA's (High, Medium, Normal and Low) each SLA tied to Each Priority(High, Medium, Normal and Low). End user do not have control over choosing Priority. So, When the new request comes in, we default it to Normal priority and the due date will stamped accordingly. but, later we diaognise the request and try to change the prioroty and the due date will not change as per the new prioroty. we need to change it manually, which we feel is not correct. Pls advice
Help with MSSQL query report
I have been through the forums but could not find my specific issue dealt with. I need to create an MSSQL query which represents the following example: Staff Priority Total Overdue SLA% ------------------------------------------------ Joe High 45 4 91% Low 62 18 71% Total 107 22 79% For the period of "last month", for requests closed during that period. Cheers, K.
Add Department Description to "View Requester Details" window
In patch 7018 the site and region fields have been added to the "View Requester Details" window. This is great. It would be even better, if the Department Description could also be shown. We store the complete address and phone number in the department decription field. Thank you.
asset info upload asset management
Hi would like to know, whether we can upload asset info to asset management system using standard CSV/XL format ? regards, vijay
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
adding extra data to alredy found assetts
hey there guys, I have a question.. i have used the network scan feature to find all PC's on the network. I also have an excel file from a previous manager listing other details for that asset like purchase date, user, site, etc etc.. What is the best way to get that data into SD? Can i import the file, and match it against the existing asset and update its details? After i do the import, i still want SD to scan these assets going forward to update all the other information that SD collects. Look
attachment info not disply while replying
Hi, applied latest hotfix 7018 and came across below issue. when we choose to reply, we attach some file. After the attachment is successful, it won't disply any info of attachment on screen but, the requester will receive the attachment. Again, this is an issue bcoz, we do not know whether the attached file is the correct or not. There was no such issue with build 7000 appreciate any advice. regards, vijay
Summary report by Technician of Time Taken
As a new custom report I created a report for a period that shows the Closure statistics by technician. It has the count, average, minimum and max time taken to close requests in the period. The issue I have is that it also has all the detail for each technician on the report as well, so I get all teh requests they have closed before I get the stats at the end. What part of the report wizard do I need to use to tell it not to give me the details, just the summary bits. The report itself when shown
"Approval required for a Request" with out logon
Hi , I'm user helpdesk 7018 , but i have problem with function Approval , if someone have link approval , they can't reject or ok with out logon , it's not nice link like servicesdesk:8080/approval/Approve.jsp?ITEMID=3&MODULE=Request&KEY=11218096360249 Please fix it , thanks
Asset relationships - Connected To type
I am trying to use the new relationships in V7 as a CMDB. However, the "Connected To" relationship does not define the type of connection which is very limiting. Here is an example of what I am trying to achieve: I run servicedesk on Server-A and it uses a SQL server database on Server-B. In servicedesk I setup Server-A and the sericedesk asset to be connected. I also setup Server-B to be connected to servicedesk. I want to be able to determine what the impact of a broken asset is. Just say, my SQL
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
Content of Title bar
Hi Pls advice, how to customize content on the Title bar of the browser.
Microsoft SQL Server 2005 Express instead of MySql
Hi, would like to know, whether we can use SQL Server 2005 Management Studio Express instead of MySql if so, what are the steps and issues involved. regards, vijay
Asset Expiry Date not showing in asset listing
Does anyone know how to show the Expiry Date for an asset when viewing assets in the table/grid format. The customize view only gives the ability to show Lease Expiry, but Lease Expiry is not a field I can populate when editing an asset. I have expiration dates on security devices and want to be able to see the dates from the grid view.
Calculations in custom report
I need to create a SLA report that will calculate how long it took to close the request, and by how much time over or under the SLA was the request closed. The maximum time spent by a technician, the minimum time spent, and the average time spent by technician. So say if the SLA is 24 hours and the ticket was closed in 20 hours then the technician was under the SLA by -4 hours. Need the fields Request ID, Subject, Technician, Priority, created time, completed time, time spent, Does anyone know how
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