Posting a screen shot into a new request
Hi there we're currently using 7.5.0 Build 7506 The issue we have at the moment, our users can not take a screen shot of there error message and paste it into the new request. Is there an option we need to turn on to enable this? Regards
How to handle duplicate software
We're finally starting to make use of the license monitoring features of ServiceDesk Plus. One problem I've encountered though is that some apps don't upgrade cleanly. In this instance I'm trying to setup licenses for Adobe Acrobat 8, except each user can have two instances, Adobe Acrobat 8 and Adobe Acrobat 8.x.x, as the patch looks like it sets up its own entry. Both show the same version number. I assume others have run into this and was wondering what the best way to handle it was. I can't exclude
Sender contains and Sender does not contain at the same time
I have an existing "Sender Contains" rule in the Notification filter. I need to add a "Sender Does not contain" rule to stop notifications outside of our domain. When I add the "Sender Does not contain" rule it replaces the "Sender Contains" instead of adding it as a second rule. Is this normal and if so is there any other way to get the desired result? Thanks, MM
Enhanced Business Rules
Business rules should be enhanced so that the action can make changes to any adjustable setting. Additionally, business rule actions should be able to do other things such as send an email notification when a rule is met.
Make expansions in Technician view under admin tab
Would like to see the ability to search for a specific technician within the Technician view under the Admin tab. Also the ability to add selection in the view ie. Technician additional fields, or especially what roles a technician is in. Then you could sort by that and be able to see who all has what roles ie. Administrator or Change approver.
Ability to have multipul selections in additional fields.
Need the ability to have either to be able to select multipul selections from the list in an additional field for requests and/or the ability to have check box selection like in the IT Services area. We use ServiceDesk for our ITR (Information Technology Request) Form, where end users put in for access and hardware for new users and changes to exhisting users and this would be very helpful in doing this. An example would be to have an additional field for say hardware and have a list of hardware
First Response SLA
Under criteria, there should be an item named [ALL]... Selecting this would apply the SLA to ALL service requests regardless of the other criteria set. Without this functionality, any changes to other criteria items will require me to manually change the SLA to cover the new changes. Additionally, we should have the option to not require the resolution time, as SLAs that require expedient response time only don't necessarily require that the resolution time be set.
Refresh interval on Requests Page
since the upgrade to the new hotfix, the "Refresh interval" for the administrator's "Pending Requests" page has disappeared. Is there a way to bring this back, or access it via another means? it has defaulted to a refresh of "never", which is a big issue for us as we manually assign tickets as they come in.
Resend Request for approval in Change Module
Need the ability to resend a request for approval in the Change Module to just one cab member. Reason could be if the individule lost or accidently deleted the email request and needs it resent to be able to give approval.
Change Status change automaticly when change is approved or closed
Change Status should change automaticly when change is approved or closed versus having to go in and change the status.
ability to view description of fields in the request view.
Need to have the ability to view the descriptions of the fields and their choices in the request. An example would be with the urgency, there are choices, but everyone may not know the description for these. Could use the ability for people to be able to see those. Posibility would be to put like a Question Mark (?) beside the field that if clicked on would open a window with the description of the field and its choices. Same would be true for additional fields that we create ourselves, would be
Need ability to set the approval standards for all Change Types
Need ability to set the approval standards for all Change Types. We do not want the system to approve any Changes. We either ned the ability to change the standards for all Change types or the ability to disable or delete the "Standard" Change type.
automatically notify group of users when creating problem/change is created on a specific item
We need to automatically notify a group of people (technicians AND non-technicians) when a problem and/or a change is being created for a specific item. Therefore it should be possible to define a group of people/contacts per item. Any help is very appreciated. Marc
Port number?
Hi! If i wont to do a networkscan in SD+, wich port do i need to open if i dont wont to dissable the Windows firewall? Thanks!
Multiple departments using SD+ on single database.
I have other departments in my company who wish to use the SD, but because they want several different fields on the form, it is becoming messy to manage. I have managed to develop something that works for IT and 1 other department, however now others want in and this is going to really mess things up. Is there any way SD+ can cater for more than one department using different portals, forms, etc.... but use the same engine and database? Thanks.
Contracts Module - Expiry Notifications
I use SD+ to store details of all my maintenance contracts and hardware warranties and find the email notifications that contracts are about to expire to be very useful. What I don't like is that it is only possible to raise expiry notifications by email to SD+ Technicians. Given that some contracts have a life of 3 years, it is very possible that the technician nominated to receive the notification will have left the company by then. I have tried to set up a generic technician without SD+ login
Improved Backup
Currently, SDP only supports full data backup on the data and configurations on a single backup file. We would like to request that configurations have a separate backup with data backup. This way we can revert back to previous configurations by restoring through the backup without experiencing the hassle of also restoring your set of tickets of a previous date and losing everything from date of backup to present. Example scenario is when you are tuning the configurations within SDP. You would
Deleting software assets
Why do some software that has no installations not delete? We have tried moving type from managed to unidentified and it still will not delete. Some will, some won't. What needs to be done to delete?
java.exe using 90-98% of CPU
Hi there, Since the latest build of SDP I have been experiencing issues with performance and mail fetching on SDP. I migrated everything to a new server with entirely fresh install but it has returned. I updated java and still no luck. Now my system has stopped fetching mail. I run on Windows 2008 with TREND officescan AV, and the system is literally clean as can be. DB is only about 100mb so it cant be that. When mail fetching is stopped the system performance returns to normal. Please help.
Ability to add attachments to a task
Ability to add attachments to a task. We would really like the ability to add an attachment to a task. We use tasks for multipul things and it would be very helpful if we could add an attachment to a task for multipul reasons, to show work completed, to show an approval for something being done, for what we call a UAT form (User Acception of Testing).
Import requesters by using LDAP ( Making the decision time)
Dear all, I come from Bao Minh insurance corporation (Vietnam country). We are very close to make the decision about Service Desk Plus license but we have two important questions like that: How can we synchronize the new requester created from LDAP if we have already imported requester from LDAP because if we import again, all of modified setting will be overwritten? Can we have more options to choose when we import requester from LDAP? For example: can choose which fields to import like department,
Multiple Windows Domains ( Multiple Active directories)
Hi all, We are evaluating the Service desk plus , i am looking for the subjected feature. Can we have 2 or 3 windows 2003 active directory in one database of the SERVICE DESK PLUS. Looking forward for reply. Thanks'
How do i Backup specific SD information
Need to move My SD 7.5 to another server. I'm dealing with several AD issues now and would like to do a fresh install, move my request and reports information to the new install
Helpdesk Plus Linux - WIndows Issue
Hi , I wonder if there is a posibillity to import the AD which is on Windos OS to a Helpdesk Linux Version ?! I know that is not possible direct from HELPDESK software now ... but will this be possible in the new version of Helpdesk ? I have a Debian installation of the trial ... and is it not importing the AD ... that is why I am asking !
Does SD+ Support Lotus Notes
Good Afternoon, Can you please advise if SD+ support Lotus Notes fro Mail Client & Notifications. If it is not supported, Why? Will it be supported in the future? Look forward to receiveing your response soon. Regards
Have the ability to link a group to a category verses a technician.
We would like to see the ability to link a group to a category. As we have numerous technicians that cover a group of issues and you really dont know which technician is available to take the ticket we would rather have the ability to link a group to a category then the technicians in that group can pick up the ticket.
ability to add text to self serve log in page
How about providing space on the self serve log in page to put an announcement of current issues, etc.
How To Speed Up ServiceDesk? (Deteriorating Speed - Maintenance required?) Help!
Hello Support, We are running ServiceDesk 7.5.0 Build 7506 (enterprise) and have noticed since we upgraded to this version we have taken a massive performance hit. We were previously on 7022 and upgraded, and it has degraded in speed and performance ever since we did. ServiceDesk has now been in place for over a year, and as such we have 26,000 call requests in the system, and our full backups are now 1.89GB in size. The system ServiceDesk is running on is a fairly average server but it does not
Ability to close and add resolution to multipul Tickets at once
We have preventive maintenance creating tickets every day to perform tasks. It would be nice to be able to edit multipul tickets at once and put in a common resolution and close the tickets.
Solutions - granular access to solutions
We need to have areas of the solutions so that only I.T. staff can see the answers, and even sections so that only certain level of I.T. staff can see the answers. Where is this on the roadmap to adding this functionality?
Request/Change Draft feature
Hello, It will be nice to have possibility to create a Request/Change but not to register it if it is not finished yet (like email draft). My Regards, Vlad
Attached Requests to a Problem
Hi, When attaching Incidents (Requests) to a Problem, the attached Incidents stay in the list of Requests of the technician(s) (under the tab 'Requests'). 1. Is it an idea to 'remove' the attached Requests from the 'request-list' ? (because they don't have to be treated as a 'isolated' Incidents anymore because they are part of a Problem) 2. If idea 1 is not possible or desirable, could the fact that the Incident is attached to a Problem be made visible in the Request itself so it is clear to the
Incedent & assets features request
1) It would be great if we can set up a categories of requester. For example - CEO and other "Chiefs" are "VIP"s, their assistants are "HighImportant" and others are just "SimpleUsers". And when selecting requester when making "incedent" request something like pop-up appears "Hey! It is VIP!" or "It is chief's assistant!". For now we have a paper sheets with "chiefs" and their assistants in front of first line technicians 2) When selecting Category and Subcategory it would be great if list of knowledge
Set focus to search field when adding a requester
Hi, When adding a requester to a request it would be nice if when the + icon is selected if the text field was the focus automatically when the window opened. Thanks.
Updating tickets from pda's
Is it possible for techs to pick up, update and close tickets from hand held devices (in this case htc pda phones) - the tickets can be seen, but are not formatted appropriately
who is allowed to create PO's in Service desk plus?
I cannot get requestors in as PO creators
Selecting domain on login
Hi, when trying to log in to ServiceDesk Plus, there is a list of domains that the user must select from before they can login to the system. Is there any way i can either remove the list of domains or default it to our one domain
Importing data from Old helpdesk system
I've written a SQL script to import data from our old helpdesk system into Service Desk. Whilst it has imported and I can see the data, however when I try to amend it the changes will not hold. I've based my import script on the ER Diagram provided within the Service Desk. Has any else experianced this? Is there a solution? Kind Regards Richard
Add Categories in Scanned Software
We would like to add some new Categories in the Scanned Software by ourselves. Now there are 9 choices (Database, Development etc. etc.) Is this possible in a later version ?
Question
Hello, i have sent 3 emails to different email account, about purchase your product. No one answered for a couple of days. Can you help me and give me the right address to contact, since no one answers on the main ones. Regards, Nikola
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