Assigning software licenses
Is it possible to assign a software license to a specific user without scanning the software on the machine? I have to manage several licenses "offline". Regards, Peter
Support of Computer Telephony Integration
Hello Excuse my English Hi looking supportcenter functionalities I see is one that is very interesting like Computer Telephony Integration and wanted to know if this functionality will integrated at some point to ServiceDesk. Greetings
Creating a report to include ONLY a specific time range
Can anyone tell me how to create a report that would include ONLY a specific time range? For instance I need to report on all request that were created and/or closed from 4pm - 6pm on any given day.
New request from within a request
Hi, It would be nice if it was possible to create a request from within a request. For example, talking to a client/user about one issue and they mention another. Would be nice to be able to hit 'new' have the requester details auto complete and continue on. Duplicating the request involves taking out a potentially inaccurate description. Using the quick create is an option, but 'new' would save typing. Thanks.
Custom hardware report
Hi. Is it possible to create a custom report that would create a list of the devices in a specific name range, displaying only the following details: - computer name - computer model - computer serial number - monitor model - monitor serial number For example: sales1 HP DC7900 CZC213243XY HP L1706 CNC656336 sales2 ...... Thank you. Adrian
Additional fields for software licenses
I´m looking for the ability to create additional fields for software licenses. Is there a similar function like in the other assets? Peter
Feature Requests
1. Ability to hide the default request template. 2. Ability to assign request templates to certain requestors.
CMDB work flow diagram
Hi, I have Op Manager Premium Edition 8 (WinServer2003). Now I want to implement a configuration managment database (CMDB), so I tried the demo of Service Desk Plus Enterprise Edition, but I could'nt find that I'm looking for. Because I need to watch a diagram with all of the network components (or some of them) and their relationships. Attached are some examples : Sample 1: http://sourceforge.net/project/screenshots.php?group_id=176340 Sample 2: http://eval.symantec.com/mktginfo/enterprise/fact_sheets/b-datasheet_cmdb_solution_02-2008_en.us.pdf
List of Issues / Enhancements for next HotFix upgrade
Dear Users, Following are the list of issues getting fixed in next hotfix upgrade Enhancements for this hotfix : 1. SD-21920: Support for SMTPS outgoing in ServiceDesk Plus. Issues fixed in this hotfix : 1. SD-21509: Based on the confirmation from the user who performs the change in template for a request while editing, all the field values (except Subject and Description) based on the modified template will be updated. If not confirmed by the user, will populate the empty fields of the request
Scanning non-Domain workstation.
Is it possible using ServiceDesk Plus to scan a Windows XP Home Ed. system not on a network domain and how? XP Home edition, to the best of my knowledge, cannot join a domain.
Roles. field management.
Good time of day! I have a question: How do I prevent IT specialist to edit some fields in a designated service call him? Menu management roles can only enable/disable editing of all fields.
SSL certificate
Generate and install ssl certificate
Distributed Asset Scan
May be, it is silly and has been asked for earlier. Is there a license associated with Distributed Asset Scan? If so, can you specify the details? Aris
Time log for task
I would like to be able to add time for multiple user in a task and report on the time
Diiferent Templates per site
Hi There Just wondering if the current version of service desk allows different templates to be configured per site We have multiple corporate entities all pointing into the one portal and wish to customise it for each one as much as possible. If anyone has any alternate suggestions if the functionality doesn't exist I'm all ears :) Thank you
Separate Templates for different Sites / Departments
Hello Just wondering if this version of service desk allows templates to be available to users in one site and not another? We have many separate corporate entities all logging into the one Portal and dont want them to see each others templates as it would become quite confusing. On that note is there a way to customise individual logo's for different sites / departments as well? Regards
Since Daylight saving - SD+ not has Incorrect time stamp on notes
Since daylight savings kicked in we hav had an issue with the time in Servicedesk Plus. When we login we can see the correct time along the banner at the top, however when we add notes the notes are time stamped an hour earlier. We have checked the server and it has the correct time. Can you tell me where the notes are taking their time from? or how to resolve
Customize the Requestr's default page
Hi, We have two SDP implementation, one in mother company and it is didcated for ERP support, and one in the subsidiary for other problems/requests, my question is how to add a link in the requester's default page pointing to the SDP of the mother company, if the user wants ERP support.
Reply include name of tech replying...
I noticed we have $Technician and many other variables that we can put in our responses. I was looking to see if there is a way that we can put in the name of the signed in tech who is sending the message. Right now we can do the technician that is assigned the request, but not the person who may be replying to or forwarding on a message that may not be the technician who has been assigned the request. Hope this makes sense. Thanks, Carlos S. Del Castillo
Urgent Request: Contract Programmer To Import .pst Files As Closed Tickets Using PERL or PHP
Looking for contractor that has previously written a PERL or PHP script to load emails (not contact info) from a .pst (outlook) file into Support Center Plus database. We would like all emails imported as closed tickets for archival purposes. We would also like all emails imported with the date that they were received as the ticket creation date / import date into the system. Please call me if you have PREVIOUSLY done this and are interested in contracting with us on this project. Thanks Jim (972-974-1263)
Activated AD Authentication, now no login
Late in the day on Friday, I implemented Active Directory authentication for users. Now, when I try to bring up SDP's Web client, I get a blank page. No logos, no login, no dashboard, nothing. Just white space. Anyway for me to reverse this, or to alter the authentication? I'm sure I got something wrong in that.
Generate Asset Report by User
Good Afternoon, I am looking for a way to generate an Asset Report by Requester. We really like how most of the asset tracking works, but every so often in our company, we print out reports from our Asset Tracking System (now ServiceDesk) to confirm with users that we have the correct information. Here's what I'd like: One report that takes all users that have assets associated to them and compiles them to 1 page per user One report that is a single user and the assets associated to him/herI was
External e-mail not appending to ticket, creating new
Hello, Moved to 7507, since the move any e-mail response from someone outside our company isn't appending correctly to the original ticket. Instead a new ticket is generated which I am forced to merge with the old. If I respond to a ticket it appends correctly, this only appears to happen for external addresses. During troubleshooting, I noticed the field in Notification Rules where we used to set the format is no longer visible. We were using the standard Req.ID:##$RequestId## format prior
Parent to Child ticket relationship
The ability to create a Parent ticket and have sub tickets relating to it. As well as all worklog entries roll up to the master ticket so you can see the impact on a total project or issues.
De-Activating Quick Request section or making fields mandatory in the Quick Request Section
Is the above possible , issue lies if a technician raises a request
Example page for handling API Callback
Hello, I am having difficulty in understanding exactly how to deal with the XML Callback which is generated by the API. Could someone please post an example of the best way to deal with this information so that I can create a response page which is meaningful to our users? Regards, Grant
AUTOMATIC CASE ROUTING (AUTO ASSIGN)
How do I set this up? I want the request to distribute automatically/randomly to technicians as they come in. I have read that this is a feature in SDP, but I cant get it to work. Any help would be greatly appreciated.
Sort By Resource Tag
Good Morning Everyone, On the main page for workstations and/or servers (WorkstationListView.do), I've found the little button that allows me to customize the columns that are displayed. I haven't found this request before and in all honesty, I'm somewhat surprised that no one has suggested it yet (and that it's not in the product already). I want to be able to sort by Resource Tag, but you can't even add it as a column currently. The problem we have right now is, when we get new hardware in (laptops,
Start ServiceDesk in background
I can`t find how to start ServiceDesk in background, to launch it i use ./bin/run.sh. I have ASP Linux in my server, 2.6.22.9-91.0.120asp. Please help me.
SMS Alerts from ServiceDesk Plus 7.5.0 Build 7509
Hello, I would like to know if it is possible to customise SMS alerts for new requests to technicians by a time period? i.e. only receive them after business hours....1700-0700hrs? And if so, how do you configure this? I am a new ServiceDesk User so excuse me if this seems like an ignorant question? I did try to search this forum for a similar topic, but no luck. Thanks.
Different Setup
Hi all, it is possible to have different configuration on same installation of service desk? For example, I need different "status" for different Request Type, different Closing Rules, and so on... Thank in advance f
Don't reopen Request After Closed
I need that when resquest is closed the client can't reopen. the problem ocurred when the requester reply the message. Esmelin Fortunato
Feature Request: Sub-Technicians in SDPlus
We have a small number of non-IT people that occasionally deal with borderline IT 'stuff' - eg phones, MFCs. What we do now is make them a technician without a login and assign the job to them. They receive the email, respond to it and then email the resolution to us. What would be nice is for them to have the ability to add a resolution and close the job. They aren't technicians and only deal with the occasional issue - not enough to give them a login. If a limited login capability existed within
Templates for resolving a request/Templates for replying a request
Hello I find out the two new features that will be presented in SD 7.6 1) Templates for resolving a request 2) Templates for replying a request Could you please provide more details regarding these features? My Regards, Vlad
Editing / seeing phone number when adding request.
Service Desk Plus 7.5.0 Build 7509 When adding a request, adding the requester - We type in their name, and it correctly predicts who it is and pops up their full name in red, when we choose this, the contact number and department field stay blank even if the requester record has these details. They are non editable at this stage. Once the request is added, they are filled in. Since some requesters might have the wrong, or no contact number or department, it would be useful to be able to edit or
Resource state question
Hello I have a question concerning the Resource State When setting Resource State for an asset 'in use' , you can assign the asset to a user and/or a department. I want to create another resource state like 'reserved' or 'in desktop dept' and it must be possible to assign the asset in this new state to a user and/or a department. Until now, I have no possibility to assign an asset to a user if the state is different to 'in use' How could I configure this? Thanks for any idea.Best regards, Marc Ludwig
Update is failed
hi, I was going to upgrade from 7500.09.0 to 7500.12.0 with the updatemanager procedure. Before begin the installation show me a wrong message, and automatically begin the uninstall procedure. Now when I try to start the application see this message: “Database creation failed. Stop the server”. I try to use restoredata, but don’t run. Can you help me!
How can I remove default views
In my organization and requestment, we don't need too much default views, like My Open Requests, Open Requests........etc. Can I remove these default views?
Tiket assign randomly a group of technicians
when create the request the SDP assign the tiket. for example: 1-Create 5 request 2-we have 5 technicians 3-SDP assign a each one the technicians, the requests created in the portal.
Issues to be fixed in 7513 Hotfix
Dear Users, We are working on a Hotfix upgrade 7513 release which fixes the following issue. 1. SD-22797: Creating a request from self-service portal login by a requester associated to a site, request gets created with the site field as "Not in Any Site". Tentative schedule to release it by early next week. Thanks for your understanding, Regards, Srikrishnan ServiceDesk Plus
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