Matrix report group by Year / Month
The matrix reports grouped by year and monts sort column by name of the month. So first is August (08) no January (01). This should be sorted by the number of the month. I have a polish version of SDP. Is names of the months can be translated?
Report KPI - average assigned time and average resolved time
Hi, I need report with average assigned time (between create time and assigned time) and average resolved time (between assigned time and resolved time) per Technican / Month. The first problem is with find resolved time. I have only closed time and it is not the same. If the SDP has no resolved time it can be cost register time (last if ticket has more than one register time). The second problem is with working hours. The average assigned time is time between create time and assigned time minus
When Changing priority level from medium to low the call breaches SLA
SLA is set as follows Priority Medium - 4 hours Priority Low - 8 hours Create a call in PM an save it. Edit the call and change the priority to PL the call breaches SLA immediately. Also the "Due By" date & time field gets erased. Why would this happen? There are no issues if creating a call in PL and changing it to PM. Any help is appreciated. Thanks
Email details in notifications
Is there a way to include the email reply in the notification email? For example, it is almost useless to get an email notifying me that someone has replied to a request when it won't include the content of the email. Rather it just says someone has replied to the ticket and it shows me the ticket details but not what the requester replied with. Often I'm not able to get into the help desk right away and I would like for the notification email to include the content that the requester supplied.
IIS not working after install.
I installed SD+ and now the websites I have had running over IIS are not accessible over the internet. The requests just timeout. Does anyone happen to know why this would be happening?
Customising requestor forms
I'm currently evaluating the Enterprise version ServiceDesk Plus. One of the reasons I opted to evaluate it was because of the ease of creating custom forms. I have found 2 issues I cannot resolve. Adding a check box to the technician's form. The only boxes I can find to add are a text, numeric or date field. No checkbox. I can't seem to add any controls to a requestor form. I'm probabl;y missing something, but can't see what. (I should add that I'm evaluating 5 others. SDP is top of the list
Notify assigned technician when assignment as been changed to another tech.
Can this be done. We are having issues when the 1st assigned tech responds to the initial email notification, only to find that the request has been reassigned. In some cases this lack of change notification has caused duplication of effort by both the original and reassigned tech. Please advise.
Unassinged requests and updates from users.
Hello, When a new request is submitted to SDP I have a list of users who get notified. At that time generally the ticket is assigned and any updates are sent to the specifically assigned technician. If the ticket gets an update before it is assigned no notification is sent to anybody. Can un-assigned tickets that receive updates from users send the update to a list of users the same way new tickets generate a automatic e-mail? I know the icon turns red but as a manager with a blackberry I would like
how to create a testing sever for the upgrade testing
how to create a testing sever for the upgrade testing? Thanks Hassan
Other Asset Reports
I want to be able to report on my other assets besides workstations and servers. For example, I have 15 switches with Serial Numbers, warranty information, IP information and location that I'd like to report on or at least export.
Make software reports more useful
Currently software reports are less than useful because they generate large amounts of duplicate information, such as listing the publisher for a piece of software which has 500 entries. At the same time, useful unique information such as which workstation is this software on and who owns the asset, are not available. I propose that information which allows the identification of location and owner be made available to software reports.
Additinal search capabilities: Notes, Conversations, and Boolean operators
Add ability to search Conversations and Notes. Add Boolean operators (AND and OR) to Search capabilities. As a helpdesk system, I need to be able to search any field in the database simply, not through an SQL query. When I search for "Excel", I want any request that has "Excel" in the title, description, notes, conversation, or resolution. I also want it case-insensitive, so that it finds "excel" and "EXCEL" and "ExcEL". I want the option of searching for multiple keywords, such as "Excel"
Enhanced information about pending replies on requests
Can you look at enhancing the requests page so we can see the number of replies that are on a ticket since the last outbound communication. So 1 green, 1 red, 1 Green , 2 red would result in a (2) next to the red evelope on the request list screen. Also with that the AGE of the reply against the last outbound. Guess date and time is easiest to show here ( as anything else becomes subjective for everyone - minutes , hrs, days etc some would find minutes important , others a few days don't matter )
Downtime tracking with ServiceDeskPlus? Did anyone try this yet?
We are brainstorming about wether we could use SDP+ to track down time of applications, servers etc. Anyone tried this yet, and if yes, how? Thank you. Jerry Klein
Mapping requesters to specific request templates
Is there any way of mapping requesters to a specific request templates in ServiceDesk Plus so they automatically get that specific template when they log in with their credentials? Thanks in advance.
Customising Change control template
Hi, I'm just wondering if there is a way to or any plans to allow Administrators to customise the Change Control Template as you can with the Request Template ? Kind regards, Damian
Leased Asset Dates disappear when asset returned to In Store
Hi, we've just started expanding the use of the asset management function and the lease dates are key for our business. We're using Version 7.5.0 build 7504 and I've noticed that the leasing dates disappears when returning it to In Store. This was raised in Oct-2007 (topic: Leased Assets - How to keep record of lease) with the response that it was being added to the next release. Just wondering if this issue has been fixed? I've searched through enhancements and fix documentation of subsequent
email notifications in CMR, history
Gents, I would like to see the following things in the future releases: 1. Approval History in Change Requests (CMR) No way to know, what were submitted. 2. A lot of things are not added to history in Requests/Problems/CMR: I mean email notifications to user, submitted recommendations for approval, approval history, etc Any changes must be added to history It should be easy fixed 3. !!! Very important Email notification to Requestor, when technician is closed a task in CMR Requestor doesn't know,
Attachment limits
I understand there is a 10 MB attachment limit, however, is there a limit to how many attachments can be added to a work order...size of files being and how many attachments can be added to one request? I am receiving issues when a pdf with 31 KB is added it states "Maximum size of an attachment can be 10MB". This particular one has 2 attachments on the work order itself and 6 more attachments to the Conversation on the work order.
Merge and Delete
There are some problems with merging and deleting reguests from main view page. Then one of the specialist try to delete or merge requests from main view menu by pressing a button - nothing happens. From request's view everything is all right. I'm trying to delete and add this specialist. He changed his domain password. Updated his java on PC. Tried to delete or merge requests from several diferent PC's. Other technicians can do this! Solution's like reboot SD server are unacceptable. Any suggestions?
Request types
What's teh difference between a service request and an incident?
Upgrade 7514 to Build 7600 fail
HI After update my server the Database are 7514 and the Service Desk are 7600 , Update failed with message only update faild Please Help what can i do to update the service desk to 7600 Greez Markus
Auto Calculation for Warranty
Under Assets, we always go in and modify each product to set what its warranty period is. For example a laptop we just got in has 3 years worth of warranty. It would be nice if SDP would auto-calculate the warranty period, when we put in the acquisition date. So if we put in the acquisition date of 3/1/2010 on a particular asset, then SDP would auto-fill the Warranty Expiry field with 3/1/2013.
Mass Set Fields on Inventory
We buy a large quantity of computers at one time. Our last batch was 146 workstations. We would find it highly useful if we could select all of these machine types, and mass set fields such as Vendor, Acquisition Date, Purchase cost and possibly more. Its a real pain to click edit for each of these 146 computers.
error:java.lang.ArrayIndexOutOfBoundsException: 1 >= 1
I scan the workstation get this error(Exception msg fetching failure info during workstation discovery: |java.lang.ArrayIndexOutOfBoundsException: 1 >= 1),how can i fix it ?
Popup Help
In many parts of the configuration, you have a description field, which is never seen except by Admin when configuring Some parts of the system, or even what we define (eg in a category), can be a bit cryptic, due the the length limitation of the field. It would be good if the description field of a configured item (eg Category, Subcategory, impact,urgency etc), on a form could either 1. Popup when the user hovers of the field or 2. There is a ? mark at the start or end of the field, which can be
7.6 java 100% CPU useage
Hi guys, We have an issue with java running 100% on servicedesk 7.604 - We have tried the language tweaks mentioned elsewhere on this board, and also modifying the startdb to increase memory usage with no luck. We have disabled all network scans so that purely the ticketing system is in use and have archived old data but are still having a massive performance drag with this - it's frankly becoming unworkable. Suggestions?
Can I change what info is displayed in the requestor block on a template?
Can I change what info is displayed in the requester block on a template? I'd like to add a custom field and remove Asset from the current default box.
LAPOSTE FRANCE: Relation with asset and site
Like the relatio nof a asset with a person or a service, we needs a relation with a site. A printer in network in a site can be divided by several services So when a requester call the helpdesk, the technicien have selected the site and when he search a asset he can just selected "Asset from user" or "asset from departement" it's necessary ti have "asset from site" For a sociéty whe have most 17 000 sites, we cannot create 17,000 services
ServiceDesk pw lost functionality
Is there an implementation to realize a password lost functionality on the login screen if mail fetching is off? Thanks for help or answers.
Separate resolution field for "tech notes"
I find it would be very helpful if there was a "basic resolution" area for information that states the problem was fixed and what was done to fix it. Then an "advanced resolution" area to put tech notes, as to what exactly was done, a place to add SQL queries, etc and that type of thing. You could send the basic resolution to the user so that they would know what happened with the ticket, without the need to see all the other stuff that would be useful for other techs should they run into a similar
send a note to requester
A feature that we would like to see is a button to send a note to a requester. I know that you can send an email (conversation) but at times we want to add a note as to the status of the call and would be nice for the requester to be notified that a note has been added to their ticket without them needing to constantly log in to check.
Sub Category
Hi All, We would like to be able to link a Sub Category to multiple Categories if possible? For example we have 10 categories which need the same Sub Category Artwork store for example this can apply to all 10 of the categories. Currently we have to create each Sub Category separate and then manually link them to each category. Not sure if this is something others want or not? Thanks Adam
Scan Exclusion States
I know this has been asked before but I wan't to bring it up again. :) Dear Santa, To make my year awesome I would love to have the ability to set certain workstations as "non - scannable" Scenario: I have a domain laptop. It is initially scanned on the network to get it into helpdesk. However it's point in life is to be sent out whoop whoop away from my network to interface with some hardware out there. It will never be scanned again and the fact that it shows up in troubleshooting as
Assign multiple requests to a group
Is there a way to assign multiple requests to a different group, instead of going into each one, one by one?
SDP 7.6 vs Windows Server 2008
Hi Fellows, I am planning to upgrade my SDP server from Windows 2003 Server SP2 to Windows Server 2008, i would like to know before if there is a known big issues reported that may have major impact on this upgrade. Hi people from SDP can you please give your feedback here and recommendation. Please advise, Wanderley Ribeiro
Apache off-by-one buffer overflow
is there a quick fix for the Apache off-by-one buffer overflow in 7.0.0 ?
iPhone App?
Any chance of an iPhone app for any of your products? I use several, ServiceDesk Plus most heavily. Just curious. Thanks, Tom
Can I set a new request to automatically send for an Approval
I have a request template for New Employees. The department manager sends this in. I want to be able to have the ability to have the system autoimatically send an approval request to the HR department when a New Employee request is put in. Is there any way to do this?
Additional Filter on Global View - Request Stats
Could it be considered for a addition in a future release to add a filter by Assignment group to the REQUESTS stats on the GLOBAL VIEW tab of the HOME page please. We typically assign to team and then the team picks up the request and assigns to a technician, so the Requests by Technician shows lots of UNASSIGNED. Having the option to report by Group would mean we have the instant dashboard view of where all the work is sitting to be done. Kind Regards, Andy
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