Feature Request: Attribution
Any item that can be modified should have auto attribution. ie., Notes, Tasks, Notifications etc. Otherwise the "commenter" must remember to self attribute. Attribution should be date and time stamped, e.g "On x date, tech x wrote:"
Feature Request: Trackable and reportable request transfers
Our techs frequently transfer a request to another tech. The email notification should auto indicate who the "sender" or "transferred by" person is. Also, is it possible to report on ticket assignment changes other than reviewing each ticket history? We need to be able to determine the rate of ticket hand-off. It's one thing if a given tech has many more closed tickets than another. It's another thing if we see a tech consistently handing off tickets to other people for resolution. If we can further
Adding New items to subcategory
Ladies/Gents, Is there a way to add a new item and specify which subcategory that it can be attached to? I've notice that the categories, subcategories are not sorted and organized to its parent field. Example: I have already category x Sub-category: login issue and category y subcategory: login issue Now I create an item that shows "need username/password" .. but I just want to attach this item to category Y under the subcategory login issue.. This is still possible but its a trial and error process
Support File
Hi all, I created a Support File and now I'm looking for where to send it. It says in the trouble shooting to send it to ServiceDesk support but I'm not sure where that is. I am also having trouble disabling firewalls with group policy. I tried this but it does not seem to solve the problem. 1. From Start -> Run -> gpedit.msc (to open Group policy editor) 2. Computer Configuration folder. 3. Open the Administrative Templates folder. 4. Open the Network folder. 5. Open the Network Connections folder.
renew license
Please, I need to know the quote of renew or every year the cost is the same
AD field map
I would like to map the Employee ID field to AD, we currently store the employee payroll number for example in the "Pager" field for this reference, is this possible ? I would also like the ability to map additional requestor and additional technician fields to the AD, where it says " Single-Line, Multi-Line, Pick-List " I think there should be an AD option ? This kind of AD field mapping system would be very beneficial.
Problem in business rules
i create a business rule where my category is "Hardware" Sub-category is "Equipment" or "Laptop Services" Item is "Equipment Allocate" or Equipment Reallocate" or "Modification" or "others" Place in group "desktop support" im using administrator local authentication in sdp and administrator member of "desktop suppport" group. To test i create a new request and fill-up all the fields then add request then result is the group was not assigned. I verify my input category/Sub-category/Item it was all
Mail subject and body fields empty
İ have one problem , im using sdp 7 and exchange server when im sending requests, (to technican)mail is comig empty there isnt subject and body also i checked notifications fields they are not empty i need to solve problem please help best regards
How do I perform a query on the "RequestResolution"
How do I perform a query on the "RequestResolution" table? We need to research some calls that were not put in the Solutions Database.
ip question
In my network, we have rpc over http setup for outlook to be able to contact the email server when not directly on the domain. This is great for remote users. That being said, we do have issues where, if the user has the same ip scheme as ours, they can run into authentication issues, which are resolved when we change the network IP scheme. So, is it possible to get the domain scans to also grab information like the ip scheme of the home network when they scan remote agents?
attach screendump
In our old ticket system we used screen dumps( alt print screen) alot. We switched last week to SD+ and we haven't found a way yet how this works in SD+. Is it possible anyway ? Or do we have to create an image first?
Export Purchasing into Version 7
Is it possible to export the Purchasing Data and import it into a clean version of 7. I want to see what it is like and can't be bothered to fill in the data
Request Additional Fields, can they be linked to Departments
In ServiceDesk v7 7001 We are trying to have Requesters input as much information about their issue as possible. As our company branches over varying sites and departments we were hoping to have a Pull Down field where our users/requesters can identify what department they are in and which site they are located at. I realise it is possible to create new fields in the Request - Additional Fields sub menu but is it at all possible to link the entries i have listed under "Sites" and "Departments" under
HTTP 500 JAVA ERROR while opening Approval Link
Hi, I am using SDP 7.0.0 Build 7005. I am getting HTTP 500 java errors the web pages shows some java links. It happens in special case: If I am a technician and already logged in SDP. If I get any approval link via mail and if I open that link, It shows two buttons 1. Approve 2. Reject. In Either case when I click the button. It shows the Http 500 java error.. If this is known issue Please help me..... Screen shot already attached. Thanks... :x
Question about creating request template
I create a new request template and the template name is "Account - Generic Log-in Creation" the owner details default is "Group -> General Helpdesk" the category details default is "Category -> Network Accounts" and "Sub-Category -> Network Account Log-in". If i used this request template is this possible that it will be place in General Helpdesk Group and possibly can be seen this request template by the member of the General Helpdesk group?
mail problem
when i want to configure mail server setttings in SD7 i had this error im using MS exchange and im not selecting pop im selecting imap please help FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Best Regards emre meral
Exporting time to billing software
Is there a way to export the time spent from SD+ to a billing application such as Quickbooks or TimeSlips?
Problem with Log in
Hi there, I am having some problem with authentication of user on the service desk. When the try to web browser to login to the system, the system prompt for username and password. After user try three time to login, the system get it out. Can somebody help me ? Best Regards
send email to technician - what's the difference?
Not sure if I can't see the wood for the trees here but what is the difference between "Send Email when a task is assigned to a technician." and "Alert Technician by Email when a request is assigned"?? Seems to me like they are one and the same thing? Found under Notification Rules: Request...
Couple of questions..
I have been using your product at a previous company and had been loving it, and when I arrived at my new one, and they didn't have a help desk program, I told them about this one. We have been demoing it for them for about two weeks now, and a couple of questions have come up. First question is about Email creation. Is there a way to get the program to recognize the Importance flag in an email, and assign it a different priority? Like if I have all the email creation tickets set as normal, but the
Notes, & worklog not duplicated over to "duplicated
Hi there, running Service Desk Plus build 7005, and finally got my team in the habit of adding notes or worklogs BEFORE they duplicate a request. With 7005 we have noticed that no notes nor worklogs get dupicated over :(
ServiceDesk upgrade?
Is there a way to migrate ServiceDesk from v6 to v7 without any data loss? Do we have an upgrade path yet or is it still in development? Perhaps this has been answered but I struggled with the forum search tool. Thanks, James
Default requester login details
We are currently running version 7, build 7002. All our requests are picked up by the mail-fetch utility, which also creates a new user when they send an email for the first time. My question is, how do we define what their default login details are? We are especially interested in the password, which we would ideally like to be blank for all new users created by mail-fetch. How would I go about doing this? many thanks
Removing LEVEL field?
First time poster, I have tried looking for any info on this but as yet I have had no luck, Now my question is, can I remove the Level field from requests? As we have no need for it, and it will just cause issues if we leave it there?? Hope someone can help Thanks In Advance
Cannot disable the default login messgae
When i click the link to hide the default login info i.e. administrator and client, I got a page error and the box remains. Pls adbvise what to do to fix this.
Change approvals not working
Hello. I am running Servicedesk Plus Enterprise build 7005. When our CAB member approves our changes we get the email to that effect but the change remains status 'Requested' and 'Approval Status is 'N/A'. This is a big problem for us as it is making the database records inconsistent with work being carried out. Does anyone have any suggestions? Thank you.
Technician access levels
At the moment, we have 2 levels of access to our helpdesk. An "SDTech", purely a technician who has full control of the requests & "SDAdmin" - self explanatory. Unfortunately it seems when we need our 1st line support guys to create new users on the helpdesk (we don't have AD linking set-up yet, though this would be useful!), they cant see the "admin" tab as there not administrators on the helpdesk. Is there anyway we can restrict these guys to "SDTech" only yet also enable them to create new users?
Extra setup requirements or hints not in manual
Okay, we have decided to purchase SD+, I have tested this on a PC, and had the normal teething problems(mostly my issues) and am about to setup on a SQL 2005 machine. What i need is a list from you guys of things that may not be in the manual that are must do's or don't forgets, basic hints to help me with the install and initial config. Anything at all would be great, no matter how simple or obvious you think it is, let me know. Hope you can help, and thanks in advance
Requestors ability to view Approval
Is there a way for the requestor to see an approval? Whether it was approved or denied and why. My managers are always putting notes in the approvals , that are important for the requestors to see. The technicians could copy this information over, but then the requestors would think the technician is the bad guy and not the manager 2 or 3 levels above them.
SQL Integration
Hi, Two querys... 1. We would like to insert/update data within a SQL database when certain SD+ events occur. I.e. when a SD+ request is closed. Is this possible out of the box or are we looking at adding triggers to the SD+ tables to achieve this? 2. Can we create new SD+ requests via a SQL insert into the SD+ DB? Thanks
default view problem - why is it set to Open Tickets?
I have another issue since implementing this SDP product. I was wondering if there is a fix for it - or a way around it. When the technician opens his instance of SDP and selects the Requests Tab, he is present with a list of Open tickets by default. Which to be perfectly honest, is pretty useless to us at my company. We require the Group View to be the default view, so I can actually see tickets of all status, not just that which are open. After all, surely a ticket with a status of Assigned is
Limit on attachments?
Using SD+ 7005 Is there a limit on email attachments to SD? If so, where can I change that?
Problem with login
Dear, SITUATION : We have the following situation : We give training in small groups to our end-users concerning the usage of ServiceDesk 7 (e.g. : How to fill in requests, find solutions�). After these users followed the training we "add" the users from Active Directory to ServiceDesk so only these specific users can log in into SD7 (Active Directory Integration is enabled and pass-through is also enabled). We decided to do this so that only users who followed the training can log in. Users who
Technician with restricted view ?
I would like to be able to enable technicians from a couple of our subsidiary companies to use our SDP server. I want those technicians to only be able to see and deal with calls raised by users from their subsidiary and not see the calls we deal with on behalf of other companies within the group that we directly support. Is this possible in SDP or is the only a see all view for any technicians ?
Customizing Overall Look of ServiceDesk Plus
Hello Is there a way to customise ServiceDesk? Even if it involves code that is fine, but is it possible? Sand shoe
Additional departments appearing
My departments list appears to be gaining a few hundred "Manchester" entries. Deleting these is a little tedious so I need to find out where they're coming from, and what action I need to take to prevent them from appearing. Also, why multiple entries for identical spellings?
Create a custom view of requests for standard user
I would like to create a custom view in which a standard user can see all requests in the system. I have been able to create a new custom view that technicians can see but not that standard users. Thanks for your help in advance, Terry
Scanning Workstations SD7
Hi, I have some problems with the Windows 2000 workstations while I'm scanning them. I already follow your instructions, and nothing, it gives me the error 1.193.619.319.529. Are you going in the future to do a client that we can install in this type of computer? Or at least a script that will send the information to the SD7 server. Thanks.
mulitple email address for mail fetching
Is it possible to configure the incoming mail fetching for more than one email address? My issue is we are starting a project where we expect at least initially a lot of support issues. We created a new email address for this project and autoforwarded the messages to the helpdesk email which creates the ticket just fine. But, we want to have the tickets related to the new email address to be categorized in Service desk automatically for this project category and assigned to a specific technician.
Additional button �Save & Resolve" in the View Requ
Is it possible to provide an additional button �Save and Resolve" in the View Request page. This would be very helpfull. Marc Huybrechts Co�rdinator Infrastructure ICT / HRD & Antwerp World Diamond Centre ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 06 89 Email : Marc.Huybrechts@awdc.be ------------------------------------------------------------
Next Page