Workstation scan schedule to twice a day
We are finding that the "once a day" workstation scan schedule is not sufficient for our organization. It would be great if we could schedule two scans in a day; once in the morning and once in the evening. However, the ability to to do 2 scans at anytime in the day would be very beneficial. Can this be added?
Email User Creation
Our organization has an Active Directory that we are part of, and we mainly support the users within one OU. Due to that reason we only import our users from that OU into service desk. We do support a few other users in different locations in the directory, and they usually email their request in. When the user emails their request into SDP the software creates a “local” account for the user if they do not have one. My question is can we have SDP search through AD before it creates the “local”
Disable Auto Append
The normal behaviour for SDP is to merge e-mail replies with the existing request if the appropriate information is in the subjuect line of the e-mail reply. We have two separate SDP setups, one for Helpdesk and one for Guest Relations. When Guest Relations forwards a request from their SDP to the Helpdesk SDP, the Helpdesk system appends the new request to an existing ticket (that has already been closed) instead of making a new request. I want to be able to disable this functionality. It would
being able to edit requesters, but not technicians
I would like that a specific technician to be able to edit requesters, but not be able to edit other technicians. Can I do this? thanks!
requester see all requests
Hi, I would like that a simple requester - our director :) - to be able to see all requests but only from some specific sites. How can I do this? Thanks!
technician admin rights
It's great that you refined technician rights. However, I would like to give a technician rights to edit requesters but cannot see contracts. Besides SDSiteAdmin (SDAdmin is out of the question) I don't find any possibility to access the "Admin" tab. i.e.: I would like that some technicians have the rights to access the "Admin" tab, but not to access "Contract" tab, for example. Thanks!
Active Directory Import Task
Dears Is it possible to let SD import more attributes from Active Directory. Example, if we configure Custom Attribute 1 to be the Employee ID, so SD can import Employee ID from Custom Attribute 1 Thanks,
SLA limitation...
Why is the "Criteria" limited in the number of fields that can be selected? I am trying to create a default rule that applies to ALL requests; however, I am unable to because of the limitation in the number of fields available to select from. Also, why is there not the ability to assign an SLA from a business rule?
Request ID append
Hi, big problem !!!! new reply from user opens new Request every time and i have to "Marge" it. as en example; User raise the ticket and Service desk create a "Request Id".User have mail send that mail CCed to two more guys. Now when other two guys do reply-all on that mail, Helpdesk again create new ticket in stand of append same ticket. can you guys help me please. Thank you very much for time. PG/-
Leave a copy of mail on Server
Hi Guys, we are using SDP 7.5, and we use POP3S to fetch our email, I tried to use IMAPS to keep a copy of our emails on the server, but with no avail, even with IMAPS it pulls out our emails from the server, is there a patch or a workaround to leave a copy on server ???? another Question please, why when I try to import server asset from CSV it doesnt ask me for details like when I import workstation ? THNX in advance, ba bi
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills limited fields..thanks
How do we customise request page like removing level>tier1 etc field...so that support rep sees and fills only limited fields..thanks
How to see list of P.O. awaiting approval?
How person can gel list of P.O. awaiting approval? There is no tap "Purchase " on the top. Is the only way to get P.O. follow each link in email?
Anonymous Login
Can I setup the helpdesk website page to allow Anonymous Login for user to create a ticket? I don't want to create a user account or import AD account to allow user to logon.
build 7601
Morning - My service reports a new version, but there is no file to download?? Your site only has build 7600... thanks Pete
Sort stacked barcharts by total
Stacked barcharts are not exactly logical in their sorting. Currently they are sorted by the total of the first result, but as you are unable to choose which result type this is it's fairly useless behaviour. I'd like to see stacked barcharts arranged exactly the same way a standard barchart is.
Mobile Client
Hello, I have installed the 7.6 update and so far I'm loving it. However, we have a bit of a hodgepodge of mobile devices that our technicians use. Basically I've only been able to get the iPhones to work properly. We have a handful of Palm Pre's that will not display the website at all. The error I'm getting on the pre is Unable to Load Page Error Loading Page [115] Can you offer any insight? Thanks! --Chad
Does ServiceDesk support Single Sign On?
Does Service support Single Sign On? How can I signle sign on ServiceDesk with CAS? CAS (Central Authentication Service): http://www.jasig.org/cas
Mobile version of Servicedesk Plus?
I was just curious if there's any mobile version of SD+ coming out sometime? We use Blackberry Curves, and it would be nice to be able to update a request via our BB.
7.6 - Very slow to search a workstation
It spends a long time to search a workstation after upgrade to new version. During searching, the process mysqld-nt.exe always takes about 50% cpu utilization. Before I had met this problem, but it was solved by a service pack which I can't remember. Now the problem came back... It only happens when searching a workstation, not asset, request, etc.
Email request date
Anyway to see when the email request was sent not when the request is created in SDP? I am on 7.6.0. Raphael
Node licenses
Nodes are listed as covering assests, but is that only scanned assets, or is that all assests both scanned and manually entered? If the later is there a way to get a full listing of every single asset?
Changing approval link
Hello, I need to change the approval link to display FQDN of the service desk website so users in other domains can access the site. What tabe is this information listed on?
Request overview: possible to display tasks?
Hello It could be useful to display the open tasks per request in the request overview. Is it possible to do this via a filter? Anyone else needs this feature? Marc
Notifications for On call staff
Hi, We have a rotating blackberry in a couple of departments that is used for on call support purposes. It would be nice if we could trigger an email to the blackberry for either a new request or problem that is created and not assigned to someone. It would be even better if we could trigger the alert based on a specific priority. I suppose a technician of 'on call' could be created, but that is a waste of licenses and doesn't address the priority portion of the request. Example 1: On call staff
Notification for Closing Task in Change/Problem
When a Task is created in a Problem/Change, there is e-mail noticing the technician but when the task is closed, there is no e-mail informing the task's initiator. Is there any options to fix that?
Running a custom report gives me an error while fetching ajax response : unknown runtime error
I am running a custom report as posted by your tech team on this forum to display WO closed and the technican who closed them. Every time I run it I get the error as per the subject line. The custom report is: select aau.FIRST_NAME 'Technician', count(CASE WHEN DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) >= -3 and DATEDIFF(FROM_UNIXTIME(wo.CREATEDTIME/1000),FROM_UNIXTIME(wo.COMPLETEDTIME/1000)) <= -1 THEN 'More than 1 day' END ) 'More than 1 day',count(CASE WHEN
Granular Rights for Requesters
It sure would be nice to have the option to give standard requesters more granular rights--in particular: 1. Changes - Give them the ability to view their own change requests. We sometimes create change requests on behalf of end users that are responsible for various programs/systems, but they are not considered technicians. Giving them the ability to view their own change requests would be very helpful.
Add Approvals information to the information provided in the Request for approval.
Add Approvals information to the information provided in the Request for approval. Our General Manager and Assistant General Managers want to see who all is being requested to approve a Change. In the area that shows the ticket information we would like to add the Approvals Tab so they see who has been sent the request for approval.
Limiting what a technician Sees
We are running SDP 7.6. I would like to limit a technician so they can only see tickets assigned to them. This needs to be done at a system level.
Template For Sending Problem/Change Notification
When send a Problem/Change Notification, there's currently no templale. How to add such info as Problem/ChangeID on Title of those Notifications. Thanks in advance.
Time Tracking
Is there a way that the product can automatically track time spent on a particular problem without having to enter it in manually? Unable to find that option. There is only a Add time entry which is a manual entry.
Expand scheduler abilities to post company non-work days and work saturdays.
Expand scheduler abilities to post company non-work days and work saturdays.We would like the ability for the scheduler to show our company holidays, shutdown days and production saturdays. This would be very helpful in our scheduleing of changes and major work being done.
Incident Requests and Assets
Hi Assets are assigned to users, when an incident is logged for a user the request is "assigned to that asset" and appears under the requests tab for that asset. over a period of time a user may log many incidents that are not asset related, is there any way to indicate on a ticket whether the request is related to that asset? otherwise you have a false reading of how many requests that asset has had. i dont want to see a request from a user to update intranet details for example, being attributed
Upgrading to 7.6 broke RTF editor for Request Template "description" and "resolution" fields
Since upgrading to via patch from 7.5 to 7.6. The Request template fields "description" and "resolution" do not work when (both in IE and Firefox) copying and pasting RTF formated text into these fields. Previously formated text in these fields also was lost during the upgrade. Now, we are resorting to basic HTML to format text, and it does not work well at all. No more copying and pasting from Word or Excel. :(
All fields should be editable/ configurable
All fields should be editable/ configurable ie. Request status, we should have tha ability to change or remove any status to meet our needs.
Notify requester about Change registration (status update) and change contents
Hello, Very often our requesters asking me why they was not notified about the Change creation event based on the request which was created by this requester (we use the separate incident type for these sort of requests - "Change request"). It is logical that if requester created the incident with a type "Change request" he has rights to anticipate that this request will be resolved/denied or the Change will be created and associated with this particular request. Have you intention to add this feature
Multiple Email Addresses Registered To A Single User
Currently, SDP has a single email address registered for each of the requesters. It would be very convenient if ServiceDesk plus can have more than one email address assigned to a single user. Some organizations may have multiple domains and having the flexibility to use either of their email accounts.
Email Technician when Note is added by default
Hi is it possible that the technician could be emailed by default when a note is added to the ticket rather than having to tick the "Email technician" box on each note? Regards
Need ability to show more than one approval from the same Cab member
Need ability to show more than one approval from the same Cab member. Reason would be that we want the Cab member to approve the plan for a Change and then to also approve the testing results before the Change in put in place and then to do a post implementation approval saying they agree that the Change is working correctly.
Feature Request View
I have asked for a number of usefull features, however other than an E-Mail with a reference number I have no view of what I have asked for. It would be really usefull if I could see the features I asked for not just have a record of the reference number in an E-Mail which does not tell me much.
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