Servlet API : updating requester
Hi all, SDP: 8122 Some of my requesters are homonyms (same first name, same last name). Looking at servlet API, I can only use requested field reqUserName (no Domain, no email for all, no login). I was thinking to use 'userid' field but no luck, it seems not to disambiguate the request : "unable to update requester as multiple rows found in db". Any idea to update such homonyms ? JFR
Request Approval Status
Hello, We have an issue with the Approval Status: -field in a request. In this case a user posts a new incident and the technician sends it for approval to two people. One of them approves and the other one rejects. Requests "Approval Status:" is then Approved. It should be Denied/Rejected because it should require for all the approvers to approve the request in order to "Approval Status:" to be "Approved". So where can we change the logic of this Approval Status? BR, BlitzkriegBob
Other technician can alter the start date and end date
As a administrator I am assigning some task to techinicians. But Technicians can change the start date, end date and other info too. He should be able to change actual start date and actual end date and comments. Because of this I cannot track original date of start date of task. Plz suggest how to prevent technician to alter the task.
Asset state "Due for replacement"
I selected 20 or so workstation and changed the asset state to "Due for replacement" which unfortunately stripped out all the owner and department information. I wanted to "tag" a bunch of workstations so I could generate a report based off of this criteria. I would have thought "Due for replacement" would mean something will happen but not yet. anyway it could have been a nice feauture if it did not strip out most of the other meta data... I restored from last nights backup.
Notify technician before request overdue?
Hi, Is there an option to notify technician before request overdue? I tried to find but not found. I think it is a useful one. Thanks, Sakarin.
Information obtained fromscanning access point
hi What are the information obtained from scanning access points? Also, how do I scan access points? (I don't see [SCAN]button under Access Point.) Thank you, Nanceee1
Do you support SMTP for incoming mail?
I know this was stated in a post 6 years ago, but I was wondering if this is in the current release or will it be a feature in the near future?
Adding field - stuck on processing
When I am adding a new field to an incident template, and fill in the name description, pick list options, I click ok and it gets stuck on processing
Site Admin Access to creating templates.
The ability to create templates and service request catalog entries by the site admins for their site would free top level admins from having to create every single template for every single site. Site Admins should be able to impact their site and the top level admin should be able to move templates and apply them between sites. As it sits now the site admins can do little more than a technician can.
Single Sign on Weirdness
We had to do a full reinstall of our servicedesk due to MySQL corruption. We now have our database running on an MSSQL which is backuped up fairly regularly. Since going live with the rebuild, we've been having an issue with Single Sign-On, I used the bat script provided to configure the computer account. What is weird is that, although it doesn't work for us at all in Internet Explorer - it works perfectly fine in Firefox. I've checked my credential manager. I've reset IE to factory
No Of Fields In Service Catalouge
Hi there I am servicing multiple departments all of whom want different custom service catalouge fields. Is there a limit to the no of fields we can use?
Is there a way to ensure that a tickets isn't closed without a valid category?
I would like to make sure that techs are categorizing tickets with a category and sub category before closing and resloving requests.
How to access a saved raft of an email correspondence?
I recently received this question from one of our help desk agents and I wasn't sure how to respond back to them. When they go to send an email from within the ticketing system, sometimes they get side tracked and they may not have everything completed, and they get this message saying that the draft has been saved. If the message window accidentally gets closed, is there any way to access this draft so that they can recover and continue from the point of the last save? Regards, Carlo Senior Client
RECONCILE computers fail. Error sdp.ajax.request.send.error
While I have been able to do this historically, the ability to reconcile two identical workstations (one has the _old indicator) no longer works with my browser (IE8). Once I select two computers and try to reconcilse, I get a popup browser error: sdp.ajax.request.send.error We are currently runninig : 8.1.0 Build 8112.
Adding solutions to All Accounts & updating when new account is created
When adding a solution, Accounts need to be associated to it. If I select all the Accounts in the list - then all can view the solution. However if I then add a new account, this is not in the list of Accounts who can view the solution. This will mean that when we have a new customer, (ie account), we will have to go through all solutions and associate that account. Is this correct or is there another way of doing this? Thank you
Approval
hi, how can an approver check who has approved earlier than him, if for exemple he must be the second approver ? Thks
Exclude 'store', 'expired', 'disposed' machines from scan?
I have a long list of workstations that can not be scanned. No big surprise, most of them are turned off and sitting in my storeroom. Is there a way to exclude them from being scanned (and failing) but still keep them in the database? This way, I could focus on the machines that REALLY can't be scanned.... Thank you!
reporting on timespent of calls outside normal business hours
I need to run a report on timespent , specifically the volume of calls and time spent on calls outside normal business hours. E.g. outside 9-5.30pm or 8am-6pm - is this possible?
Difference between ServiceDesk and desktop central
Hi support, I have some questions. We're running both desktopcentral and servicedesk plus. 1) You can take remote control of a computer with servicedesk and desktopcentral. Only, there is some big difference between those two. With remote desktop in Desktopcentral you have more options and it works a lot faster. Why is the remote desktop tool in servicedesk not the same as in desktopcentral? 2) Desktop central syncs all our workstations to servicedesk plus. We're also using MDM in desktop central,
View based on the red envelopes
Can we create a view which only shows requests that have been replied/responded to i.e. have the red envelope icon. I am backing up sd+ at the moment so I am unable to check, but can we sort the "envelope icon" column to put the red ones above the green?
There are several servers we do not want to scan but need to keep on the asset list
But, Workstation(s)/Server(s) failed during last scan. list is keep comes back whenever I scan the servers. Those specific servers are just for record purpose and outside of the domain. (also blocked by firewall due to the company policy) How can I keep those servers / workstations away from Failed scan list? Thank you in advance.
can i edit the Ram size in the service catalog ?
i have a user want to upgrade from 16 GB to 36 Gb so he want to have other option than 2 , 4 ,8 GB in the Ram size request can i edit this Tab?
Customising the Survey
Hello, Can you please tell me if it is possible to change the title on the free text field "Any other comments or suggestions" and name it something else or add an additional free text field to the survey template. If it is possible, are there instructions on how to do this? Thanks Nicola
Export / Import
HI I have load of updates to do on our asset list which would be quicker for me to export it out from SD update in Excel and re import. 1, I have exported all the data using the new reports options 2, Found the Import asset option on the asset screen Problem I can export 24 fields and only import 17 fields. is there a way to import everything we can export ????
IR Work Log not written to History
We are noticing that the Work Log is not written the History page of an Incident Request. Shouldn't a work log entry be written to the History page? We using build 8114. Thanks!
Purchase order permissions
Hi, I would like to use purchase orders to track our purchasing and inventory our stock. What I need is for the technicians to be able to create a PO that will more or less follow the process so that we can track when they order a item and when it is recieved. Also what dept. it is expensed to. When I have a general technician log on, Purchase order is not in their quick actions or a tab on menu bar. Is there a way to create a role that would allow them to create a PO but not delete. We still
servicedesk server or servicedesk web client won't start
I trying to installing the servicedesk plus standard edition but when I try to start the servicedesk server it hangs. System: Windows 2008 r2 64 bits
Contact Number Column in Request View
Is there a way to add the requestor's Contact Number as a column in Request View?
ServiceDesk Plus "Approval Status" translation
In the Russian localization name Approval Status, shown as "Pending Approval", "Approved" and so on. Module "Translations" can not find values in Russian localization. Translate name Approval Status is not obtained.
Manage consumables
Does anyone know if there is a way to accurately track consumables from when they are purchased to when they are deployed to a printer/faxmachine etc.... the reason I am asking is I created a group to categorize toner/ink when we purchase it but I am finding it difficult to assign it to a dept. when I mark it as "In Use" it wants to be assigned to a user or deplartment or asset but it will be assigned to that person or asset idefinetelly. Is there any function with SDP that can act to track an item
Running a good trial
Hello All, We're evaluating Service Desk Plus, but even it being an very easy and self-explanatory/intuitive Web GUI I coudn't configure a ServiceDesk Queue... Is there a guide suggesting how this could be done? Best regards from Brazil!
Creatimg Solutions
When creating a solution I'm unable to paste in the window. But others in my group can. How do I correct this?
How to handle technicians leaving?
Curious on best way to handle a technician leaving. I don't want to lose her history, but I want to free up the license that she was using. I don't necessarily want all of her old items to be moved over to her replacement either. Any thoughts?
Powerful Reporting
Does anyone have experience with creating powerful custom reports for reporting on things like KPIs and Metrics etc?
Flowchart
Is there a documented flowchart for Service Desk Plus?
Multiple Email Addresses
We currently have our system setup so that email are sent to it.support@companyname.co.uk is there a way for the system to accept multiple addresses i.e it.support@companyname.co.uk it.development@companyname.co.uk etc etc Thanks Adrian
Reporting on top 10 Sub category and Item requests
Is it possible to report on what are the top registered requests for each category, Sub category or Item for a period? This will allow us to determine training requirements for our company. I am sure it must be able to be done, but am unable to find a standard report to do so. Hope you can help
Requestor Notification when Assigned to Technician
As Help Desk supervisor, I assign the Request to the appropriate Technician once I'm notified of a New Request. Is there a template I can create (or modify) that notifies the Requestor when, and to which Technician, the Request has been Assigned? Thanks! fredh
customize dashboard in servicedesk
Hi, I want to know does dashboard in service desk customizable? Can I remove or hide some field in dashboard? If yes how can I do that best regards
attached devices not scanned
hello, during network scan only docking station and screen are not detected, only mouse directly connected to laptop is detected any idea?
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