purchase approvals
one little feature that would be handy, is it poss for you guys to include a button to approve a purchase so as to approve multiple purchases (or approve a purchase without having to open and view all the details) hope that makes sense :D
Request Closing Rules
Greetings Is it possible to add functionality in "Request Closing Rules"(help desk module) which will alow to set this rules for different status than "close' ? We are using status "solved" for finished requests and then after confirmation from user we are closing requests. Regards
Arabic Language
When will you add the Arabic Language to the SD+ if you need any help in doing so i will be more then happy to do so. :D
Request Approval - Automation & workflow
Hi, we're trying to implement a kind of approval workflow with SDP for a customer who's ISO certified and need to follow a certain approval flow. Unfortunately SDP doesn't provide much automation in this area: I' d like to be able to create a criteria filtering a specific Request template and then, as an action to process the request, to send it automatically for approval to a specific person (maybe with a specific Role, something like SDRequestApprover). Hope I've been clear, it would help a lot
Change Due Date Permission to Roles
I think that administrators should have the option to assign Change Due Date Permission to roles. As it is right now the only user able to change Due Dates from what the SLA assigns is the Administrator. I think that we can all agree that SLA's are not a complete solution for assigning due dates. Technicians should have the option, if the right is given by the Administrator to change the due dates on a request. I find myself having to give administrator access to all my technicians just so they can
More Robust Email Notification
It would be nice if we could send out notifications based on conditional statements in addition to the preconfigured logical checkpoints (such as, a new request created, etc). Also we should be able to get more granular when sending a notification when the request has be "updated". "Updated" can refer to any change made on the request, we should be able to break it down and only send a notification if the request was assigned\changed a technician, etc...
Update / Add Notes to request via Email
Is there a way to update a request via email or add notes to a request by email? Thanks, Scott
Software
There are not too many options in Software currently. What I would like to be able to do is to list my software on each Workstation including the serial numbers. Is there a possibility that we can add configurable fields to Software so that we can add in a License Key and /or Activation Key as some software require two keys to install and it would be very handy to be able to keep a track of these. Thanks
IT Manager Role
Hello, I have been reading multiple posts on this topic, varying in uses but all along the same lines. I have been told about the department head workaround but we have multiple departments and multiple department heads and I do not want to have each department head viewing thier departments tickets. WHat I want is for our IT Manager to have the ability to view all tickets in the system and oversee the system as a while while not actually being a tech. Another feature to go along with that would
Assets
How do I integrate assets to workstations scanned? It seems like there are two databases and is time consuming.
Email requests get assigned old ticket numbers
For the last two weeks or so all email requests have returned old ticket numbers as the new ticket. Anyone else seen this?
Error importing assets via CSV into ServiceDesk plus 7 Beta
type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.inventory.getinputfile.resource java.util.ResourceBundle.getObject(Unknown Source) java.util.ResourceBundle.getObject(Unknown Source) java.util.ResourceBundle.getString(Unknown Source) com.adventnet.servicedesk.utils.SDResourceBundle.getString(SDResourceBundle.java:44)
Connection between ServiceDesk 7 and DeviceExpert?
When ServiceDesk plus Enterprise with ITIL is released, will there be any connection to DeviceExpert? ServiceDesk for Change Management and DeviceExpert for Configuration Management. Just thinking out loud. Thank you, -Eric.
CTI (Computer Telephony Integration) with ServiceDesk Plus
Please advice how can we use CTI with ServiceDesk Plus?
Create a Certificate for ServiceDesk
Do I need to create a Certificate from Service desk in order to apply a third party certificate?
Sms's Question..
How work SMS function on Service Desk Plus 6.0, I want to know how can i do for configure and want to know also if this operation it is avaible to Brazil Country.
Multiple Email Notifications
Hey everyone, We've updated to SD 6002 and so far it's been working great. I've noticed one possible bug that I can't seem to correct. When we create a ticket, we have workstation as a required field. Once the ticket is created, if we edit the workstation through the ticket "Summary" by using the drop down box, and save the changes, it resends us a notification that the ticket has been added to the group. I've attached a screen shot referencing which area. I hope this is making sense. Thanks! Eric
SLA Types + Notifications (Recommendations or Workarounds)?
Hello, In the current release of SDP, the Service Level Agreements are set up to manage the "Time to Completion / Resolution" only -- basically managing the DueBy Dates and sending out warnings and notifications accordingly. With one of our clients, we're having multiple SLA Types. Here they are, with sample definitions: >> Time to Respond: This is the elapsed time between when a call is received and assignment of incident / request is made to the appropriate support team or technician. * The request
Preventive Maintenance Tasks - Sub-Categories
I'm using the Preventive Maintenance Tasks to automatically create requests. The requests generate at the correct time, with correct Technician and Category, but the Sub-category and Item fields show as 'Not Assigned'. I've re-created the task, edited and selected them again with no luck. Any advice?
Out of Office in ServiceDesk
Does anyone have any suggestions for how to handle it when a technician is out of the office? ServiceDesk doesn't seem to have any built-in feature to transfer a technician's requests to another technician during an abscence. Thanks, Carolyn
Work flow of ticketing sytem process
Hello I can't seem to find it, but I believe I saw someone post a work flow of the ticketing process in this forum. I will need to present something like this to the corporate office users, who mostly have not ever used a ticketing system. I would like to show how efficient and easy it is, and how response time will be quicker. Also, would like to show the big boss what he's getting for his money. A big bonus will be stopping the "drive-by's" -- people who in passing mention something that needs
Request ---- Tech Status View
This might have been brought up before, is so pardon me... It would be a very helpful feature for any user that is signed in to be able to click a tab on the top of the software called something like "Your Support Staff". Apon clicking on that to have a popup window come up center to the parent with all techs in the current company, thier contact info, photo and a basic status of thier avaliblity. When I refer to basic I mean just that. IE: Assigned Avalible Out On top of this perhaps a small text
technician calander
Hey I thought we were going to see a technician calander in this update.... am i mistaken or have a missed something ...... Ive looked everywhere cant seem to find where to enable it???? Help Barb
French - Windows Domain Scan
Hi, Just to raise a problem in the French version of SD6 6008. "Windows Domain Scan" does not find "Organizational units" in the French version. If one changes into version "English" language that functions. SD6 ver. 6008 with IE7 en Windows XP SP2. Best Regards Pascal
IN - Out calendar
This would be a useful tool, if there was a tech. in/out board. so all the techs could enter in when they would be in that week/ month etc. and the other techs (or requesters) could also see when that techs working time is. maybe for just the technicians, but anyone who you could assign a work order to, should have in/out board access to show when they are available. thanks! ~Iris admin team.
Mystery Domain re-appearing
Hi All, Suffering a weird problem, that has re-appeared again.... We have noticed a Domain entering our network under the name A... We dont were it has come from, or why... and so have removed it. And now a few weeks later it has come back... Is anyone else suffering this..?? Cheers, HCTC
Department Heads can't see old requests?
We have an organization of about 80 employees and about 10 Managers. I want the Managers to be able to see all the requests of the organization. I had about 20 or so requests already entered in the system. I put every employee into the same Department in Active Directory, and then did an import into Service Desk Plus. All the employees now show up in SDP in the same department. I then made the 10 Managers Department Heads so they can see all requests. But when I log in as one of them, I can't see
internal and external customers
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is SPD multitanent? Thanks for your answers! Regards, Bernd
Removing Completed Tasks from 'My Tasks'
Is there a way to have completed tasks drop off of the overview page? We run projects that can, obviously, have several different tasks related to it. However, even when we complete a task it remains on the view (although crossed out). After a short period it becomes difficult to sift through all of these tasks.
Editing a Recurring Request
I created a recurring request and used the time that it occurs in the morning, not the time that it needs to be resolved by, for my due time. How do I edit the original recurring request so all future instances are due at the proper time? Thanks! -Eric.
Requester ROles
Hello, I have seen this mentioned in several threads but I have not seen if there has been anything that arose from it. I want to be able to give a requester, our IT manager, the ability to see all the requests in the system, how many have be closed, overdue, open, etc. Basically I want them to be able to have read only access to any and all tickets in the system plus have the ability to get reports. With the 2 technician license we have this is not possible as we have 2 technicians. My manager is
ITIL Beta and test data
Does anyone know if its possible to use data from a backup of build 6008 MySql in the ITIL Beta Version? It would make a lot of sense to be able to evaluate the Beta with the configuration and data from a backup rather than having to go through the process of recreating it all. If this isnt possible with the Beta version will it be possible with the final release?
Is SDP multitanent?
Hello, we need to establish a helpdesk-system for our internal customers and in addition for our external customers (having support contracts to). Is it possible to customize SDP this way? Is it possible to present each external customers company there own UserInterface. Is it possible to establish unique queues f�r each customer and each project / topic? Is SDP multitanent? Thanks for your answers! Regards, Bernd
Mail Fetching Protocols
Due to security restrictions in our IT environment, we are unable to use POP or IMAP. Is there any plan to support MAPI in the future?
How delete default reports?
How delete default reports? Reports by all requests Reports by completed requests Reports by overdue requests Reports by pending requests Summary Reports Asset Reports Timespent Reports Inventory Reports Survey Reports Raporty We have configure only personal reports for technicans. Regards Mario
Login for ITIL Enterprise SD Demo
does anyone know what the login details are for the Enterprise demo on the adventnet website?
Requester Supervisor Role
Hi, in my organization we have 4 team leaders. They woud like the ability to view all the request made by they component of each team. we are running : Version : 6.0.0 Build Number : 6003 thank you Simone
Email Alert when Technicain Assigned blocke by Filter
SD + V 5.5.0 Emails received from a monitoring system automatically create jobs on SD. Filter to stop acknowledgement going back to monitoring system (works okay). But Filter also stops alert being sent to Technician when they are assigned to Job. Understood Filter only relates to in coming new requests. Can find no way round this. Andrew
Priority in Requests View?
Is it possible to see the Priority of an issue as a column in the Requests View?
Task Notification
Hi Task notifications are not working, technicians are not getting any emails about tasks assigned to them. Regards Bart
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