default sight
how can leave a default sight, for all profile. example see picture
Custom Query Report
Hi Team, I am wanting to get a couple of different reports out of SD+. Background - we prefix all Subject lines in all requests with different codes to enable a quick way to identify the type of call. I would like 1 report that can give me the list of requests that DO NOT have the prefixes in the subject. I would also like a report that will give me the total number of requests by dept for the month of each type based on the prefix in the subject line. Anybody have any ideas on how to do this? Thanks.
manually entering software licence details
Further to my thread about "import licence info from another source" I want to enter manually new licences purchased. If I do this through the asset > software licences - there is no option on this screen toi add new licences. You seem to only be able to do this from assets > scanned software screen, where you have the ability to retropsectively add licences against software that has been scanned on the estate - this implies you can only add software licences against products that have been picked
installation on Windows server 64-bit OS?
Can anyone advise if servicedesk plus (Enterprise version), Application Manager and Ops Manager can be install on Microsoft 64-bit Windows Server 2003 Standard platform???
Partially Received PO Issue..
We have a Partially Received PO because TOO Many goods were received (Received 2 when only 1 was ordered). This was in error.. How do I remove the over received goods ?
Request page navigation buttons move
Just noticed that the navigation buttons at the top of the request page move from left to right when you move through pages of requests. If appears that the white space before and after the showing box in the FILTER section in the header of the page shrinks on every other page and grows back on the pages between. Behaviour is the same Firefox and IE 6 An annoying feature, ideally should be resolved. Regards, Andy
Issue in 7017
Two issues I found, Nothing important just annoyances. 1. When you are on the Admin page and looking at Asset management - Product the initial setting for the number of displayed Items is 100 (at least for me). It will not keep the change if I select 200. If I edit a product after I set it to 200 and upon going back to the list it set at 100 again. 2. this is a spelling issue. in the admin page again and this time in the Purchase order - cost center screen. In the first sentence of the first paragraph
After installation of updating 7017- HTTP Status 500
After installation of updating 7017, sometimes I have this message. I do - will return back in IE and all works fine. What to do? After installation of updating 7017, sometimes I have this message. What to do? HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Problem migrating from enterprise to professional
Hi, I tried the enterprise demo but finally settled for the pro license. I got it today but it seems that impact is not part of the pro package. That in itself is not a problem, but it seems like some setting in my trial edition prevents me from resolving requests now. It says "Request cannot be completed. Please fill the following fields - urgency, impact, requestType". Can I change in the database somehow to not need that?
Need to change the default page.
I want that any requester opens servicedesk plus, he/she should see the request page as a default page instead home page. So that he could write a request direct.
SD+ on a mobile device
Hi, Is it possible to have special mobile view to use on a mobile device? We like to give the the technician a mobile device. it would be great if they can see their requests in a mobile view!!!! Please let me know!!! Jeroen
Adding an attachment
From the technicians view in the web interface, is it possible to attach a file within a request? if there is i'm blind if it isn't it would be a nice addition
Change Asset Type
I have a very basic asset management question here...... I create a new asset. System assigns it to the Asset Type - Workstation. I spend 3 hours digging through every single buttons and tab trying to figure out the simplest of steps. How to change an asset from the type "Workstation" to the type "server" for example. You see, this is really important to my boss. We just purchased 3 brand spanking new $8000 dollar servers for our organization, one for each of the branch offices. When he pulls a report
Error adding scan result to history
Hello, When scanning a workstation i receive a error that the result could not be written to the history. The changes where detected only they do not show up in the history of the workstation. What can i do to fix this ? This is the error i get: == FAILURE :Workstation successfully scanned. But problem while adding history of audit for the workstation :3006 Please report the problem to the system administrator, with the Error Code - 1,210,848,317,488. ==
How to e-mail request to SD using exchange server
Hi, how can a user e-mail SD7 with a request. We are using Exchange 2003 server using SMTP mail. We are getting e-mails for requests added through in SD but cannot see how we can e-mail a reuqest directly. Thanks
Searching Requests
Hi, i've noticed that when you use the search facility in SD+ 6, notes etc are not included in the search. how can we enable this? Thanks
SD+ mail parsing way
Hello, we are evaluating SD+. Actually we have installed the 7015 hotfix. I need to know exactely how SD+ parse mails in the system. I mean if I reply via web at the ticket and somebody reply back via Outlook, his reply is parsed correctly in the same Request inside the Web system. Which are the fields that SD+ check to do this? Is possible to send a new e-mail (not a reply) and do the way that it will be insert in a determinate Ticket already open? This is really interested by us for tickets opened
Customize the showing fields in Request page
is there any method to customize the field which show in the request page? from the beginning until now, it just can show the default fields. it seems very difficult for users / technicians to sort out the request in easy way.
Requester not allow to view other's requester ticket
Hi all, I want to ask if service desk plus do not support requester viewing other requests from other? Like a ticket created by Peter. While John (another requester) can not view the ticket between Peter and the technican? Any idea? Regards, Dennis
Granular Importing from AD
SDPlus needs a better import feature from Active Directory... Currently, it is burdensome to scroll through the entire list of OUs after enumeration... - Initial Import - Currently you have to import the entire domain... I have over 1000 OUs in my domain, and would like to have an expandable/collapsable tree view with the ability to select the base out. Or use an LDAP filter to enter the base OU. - Additional Filtering - We need the ability to filter out records... Currently ALL AD users are imported
Email requests description not showing
When users are submitting requests via email (outlook 2007) through exchange 2007, The request shows up but no description. Our company has a standard email sig. that we all must use. However we have tested this and found that is not the issue. It is not happening to everyone in the company but most users. We have been reviewing the options and have not found any differences with the users that can email and the description shows up and the users that email and the description does not show up. Any
need help on this query report
hello,, could anyone help me on this report. i want to automate this report instead of a statis createddate between two constants, i want the report on sysdate - 30 days. if you see the query there are static values to createdtime. i want to schedule this report to run every month, so the criteria should be sysdate-30 days, that means the last 30 days report. plss help!!! SELECT std.STATUSNAME 'Request Status', wo.WORKORDERID 'Request ID',aau.FIRST_NAME 'Requester',wo.TITLE 'Subject',ti.FIRST_NAME
If translation is buggy..
What is the proper way to report bugs related to translation (I mean russian one) ? Is there special discussion group or collaboration space ?
Connecting outside the network
How do I configure your helpdesk so that I can access it from the Internet?
Requester not allow to view other's requester ticket
Hi all, I want to ask if service desk plus do not support requester viewing other requests from other? Like a ticket created by Peter. While John (another requester) can not view the ticket between Peter and the technican? Any idea? Regards, Dennis
Email requests description not showing
When users are sending helpdesk requests via email, using outlook 2007 and exchange 2007, some users descriptions are not showing up. We have tested this from multiple computers all with the same configuration. The company as a whole uses the same email sig. format and we have tested with the sig and without the sig. and still had the issue. We attempted to contact support but were told they have never heard of the issue. Please help!
add a product type to software assets
can i add a product type to software assets?? how is the software asset tracking done??? i can just allocate license to the software? what if i want to track the media, i want to add an additional field to software, can i???
Colour the Notes button on request so it stands out more
A simple request I'm sure, just some of the tech team have commented that is is easy to miss notes on a request, because you are so used to seeing the buttons at the top with Conversations, Problem and Change. Having the number next to Notes is useful, but they'd asked if it were possible to make the button a different colour or something so that it stands out more when there are notes. Not sure if anyone else would find it remotely useful.
Restoring Data after Migrating from SQL2000 to SQL2005
Support, I have ServiceDesk 7.0.15 migrated from MSSQL 2000 to MSSQL 2005 and all appears to be fine. I can access all of the data, make and save changes to all components, and all is behaving as I would have expected. Backups have been running for about 28 days with no problems. I needed to restore a ServiceDesk Plus backup created using the .\bin\backUpData.bat, but when I attempt to restore the data using the .\bin\restoreData.bat, I receive the following ERROR: Please wait ! Restoring in Progress...................
Reoccuring Tasks
Please implement a way of creating "re-occuring" tasks. Re-occurance setup should be setup like outlook does re-occuring calendars where you can pick "yearly" "Quarterly" "weekly" "Daily" or even every "X" number of days. Re-Occuring tasks are important for tracking certain administratice tasks that should be carried out by an administrator everyday like checking logs or checking/verifying backups completed. I want to insure my technicians are doing these everyday and have a report for tasks implimented
Customize Fields / Views
In version 7.xx, there is not customize function for users to made a view and additional fields. It's not friendly for us to do the analysis. I suggest users can customeize the views, specially "Home" & "Request" list... let us to change different fields in the table
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
Overriding Global Settings
We would like to see the ability to override the global settings... Scenario #1 -- NOTIFICATIONS -- OpManager (or other NMS) I have setup OpManager to log a ticket for specific events. I have to continually clean up OpManager's email box due to messages from SDPlus. I would like to be able to create a business rule that says if the 'sender' is xxx then don't send notifications. Additionally, I would like the ability to setup a global rule that allows me to disable ALL other notification types based
Select which fields to import from AD
I would like to select which fields to import from Active Directory when importing Requesters. We need to report by region/site/office, and would like to be able to pull these fields in from AD.
Chatter box
Create internal chat box to talk with requesters and create requests from there. If it can be integrated with popular IM systems it will be just incredible! This request was inspired by Google and SalesForce.com integration - there are Google talk gadget in left sidebar now. Chat context (for history) can be picked from currently open ticket.
SNMP asset inventory discovery
Although dcom is a good way to get a lot of info it only works on workstations and servers. For those who have snmp configured on the network equipment it would be of great deal of help if the automatic discovery would be extended to use this wonderful protocol.
Problem errors
When I open a specific problem, only the headers appear. I cant see any of the items or add anything to it. Out of 300 problems so far only 1 has issues. Where should I look to solve this?
Permanent signature for conversations
Anyone know if you can make a permanent signature for conversations within SDP (reply or forward)? Thanks Mandy :?:
Requests loosing large attachments - create vi e-mail
What parameter controls the e-mail interface deciding to drop large attachments when creating or updating requests via e-mail. Currently running 7017, but also seen the same happen in 7015 and possibly prior to that as well, only just got to the point of realising that size matters ! 5Mb was lost for request today and 20mb a couple of weeks back. Using Exchange 2003, the attachment was with the mail when it was put into the mailbox that ServiceDesk polls. Nothing in the ticket that indicates that
Service Desk Fails to start
Hi Servicedesk, We are having a major problem with SDP. The server ran out of disk space on C over the weekend and we can not get it start back up. I have attached some logs for your attention. If you could respond immediately it would be appreciated as this is really impacting us Thanks and regards
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