Hide Requester detail field in Request > View request
Dear all, Please help me hide Requester Additional field when technican view request. Thanks & best regards
Ctrl + Alt + Del not working when using remote desktop sharing
I'm evaulting SDP Pro and when trying to connect to a Windows 7 machine, the Ctrl + Alt + Del button on the toolbar does not send the command. Is this a bug? Have I configred something incorrectly? Is it not fully compatible with Windows 7 yet?
Updating Licence
I have recently renewed our ServiceDesk licence however, the supplier has registered it with a bunch of incorrect information. Also, the expirey is (in my opinion) incorrect. If I was to apply this licence, would I be able to apply the correct licence when they supply it? Many thanks,
Is management of consumables a future enhancement
I was wondering is management of consumables like printer toners, ink cartridges, paper, CD's, etc.. a future enhancement. Thanks
How do I add a new "product name" to the Software product type
I need to be able to add a new product under the "Software" product type but do not appear to have that option. The only option I have is to choose from a popup list of "unmanaged" software titles that have been scanned. I need to add a new software product name in order to be able to create a PO to purchase that title.
Requesters cannot use lookup function in the "E-mail id(s) to Notify" field of a new request.
As a technician I can see and use the lookup function but users cannot see the lookup icon. Is this by design?
Notification Rules send 3 mail for closure of ticket
Hi we are facing a problem in our service desktop . when the request is closed the requester is getting 3 mail of the same ticket , it actually send 3 consecutive mail to the requester, Kindly let us know the solution Thanks Sagar
SLA based on request submission time
We're currently building our SLAs and I'd like to create 2 for each response level, one that would be applied to tickets that are submitted during business hours and the other would be applied after hours. They would have different Response and Resolution Due By times. Is this possible?
Problems with incident visibility (Is technician a requester?)
I have problem with accessing certain requests by technicians (which also are requesters). Scenario: We have department DPT, with 10 employees. 3 of them have technicians accounts, 7 have requester accounts with possibility to access every request from same department (DPT). Technician accounts have visibility limited to "All in group & assigned to him[Requests only]" Employee with technician account have to supervise request made by any other DPT employee. Problem: How to allow access to all DPT
How to add someone to the ADAdmin Role?
I know I've done this when we first implemented the product, but now i can't seem to get it done. I want to add another IT tech to the SDAdmin role. If I go through the 'Roles' section it just allows me to view members of customize the role's rights. If I go into the 'Technicians' section i can see a place under 'Select Permissions' to add the tech, but it wants a user name and password and won't proceed without it. I don't know his AD password! i don't want to know...what am I missing? Thanks
Make Technician a Requester again...
Hi there, is there any way of moving a technician back to a requester status without having to delete him and then perform a AD import again? regards, George
Multiple operational hours
Hello guys In mi office we got three differents groups with different operational hours group 1 (first level): they work 24/7 Group 2 & 3: 07:15 until 17:30 Monday - Friday Im wondering if there is a way for my in wich I can stop the elapsed time of an SLA for group 2 & 3 on the time they aren't working I hope i was claer enough Regards
Task and request relation
hi I'm working with ServiceDesk 8009 and i have a problem with relation of tasks that created on a request. when a technician open his task a click on requestID, this request can not be open to him because he has not permission to view request. please help me. thanks.
configure matching email fields
Hi all, First , thanks for perfect support system . Second , i have a small question please I configure mail server settings and it works fine but may i know if there is a way to perfom this scenario : A - when some one send email with specific title it's open a ticket otherwise title or no title it's not open a ticket . B - if we have a specific template for email , how can email that user send fill that fields of the template , ex : group , technican , ... and other fields . how we can
Notification Rules
Hello, Is is possible to have a notification rule which notifies the requestor when a ticket is assigned to a technician? Thank-you.
Search
Everytime I search software the results appear and the search defaults change back to search in requests. This can be quite annoying when doing multiple sofware searches. Searching under workstation will do the same thing but the search box defaults back to assests. All other seaches retain the seach catagory for each search.
Provider services in Purchase Module
Most of the time when we buy equipement (Router, switch, server...) we have some installation fees. What is the most common way to add and assign this fees for the assets ?
Users on this Helpdesk Software
My intention in using the HelpDesk is to provide a support for any number of users of our software yet is seems to treat outside users as employees? Am I missing something? Why do have an employee ID for a Requestor that has no connection to our company other than they bought our product ?
Cannot send request notifications to external clients?
We have been very happy with Service Desk but are currently rolling the product into our customer service team for tracking issues and encountering problems sending ticket numbers to those people. Internally it works correctly, sending messages to internal members when they email to support email address. Sending to the same email address from an external (say Hotmail or Gmail as examples) causes the request to be raised but no ticket is sent back to the originating email address. Looking at the
File not found Exception Import CSIAction importing CSV
Hello, In SD+ while I´m importing a CSV file to my assets inventory, I select the file as TI kind and workstation type, click the next button, and then SD+ send me the error: "File Not Found Exception Import CSIAction" ...of course the file is created and correct, what can I do? I´m logged equal as technician in SD+ and root in Linux so I don´t think is a problem regard to permisisions. Do I need to check something else? ...What? Thanks,
configuring server time zones
Our SDplus server is hosted in the PST time zone and all our agents work in the EST time zone. Without changing the actual windows O/S time zone, is there a way to set a global time zone for SD plus so that SLAs are calculated by EST times? Currently, our work around has been to add 3 hours to all the SLAs but I'd like to know if there's a better way. Thanks!
Solution Notification Emails
Hi, hoping you can assist with this issue. When a solution is approved an acknowledgement email is sent to the author; and a notification email is sent to all technicians - this works fine. When an existing solution title is edited, and then approved again, the emails above are all sent, but they have the incorrect Title. The "old" title is still used instead of the "new" title. I have tried removing the $Title variable, saving the template, and then adding it again - but same issue occurs.
Accounts: How to handle tickets you don't want customer to see?
What is the best way to handle tickets you don't want an account to see? For instance, there is time associated from a Purchase Order generated. Engineers still need to assign time to work done; but I don't want customer to see the detail of this flat rate work. Do I create another account called: 'Same Account Name - our eyes only' type of thing......I think it would work for billing purposes since it would be split from regular ticket billed items. Input?
Probilem to update ServiceDesk from 8.0.0 build 8000 to 8.0 build 8011
Hi, I am having a problem to upgrade system from8.0.0 build 8000 to 8.0 build 8011 Every time upgrade manager says error occurs but I can't even check logs. When I click show logs it shows blank window. In the application background window there are many lines : Is it only me affected with this issue? I couldn't find anything on forum. Thanks Piotr java.io.FileNotFoundException: .\applications\extracted\AdventNetServiceDesk.eea r\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\Thumbs.db (Access
Tasks assigned to a group
Is there already a plan to add the possibility of chosing a group to assign a task to in stead of only a technician? Is it possible that this existed a while ago? In the servicecatalog this possibility is existing, so why not in normal tasks? We are using 8.0.10 Best regards, Mark Flothmann
Multiple Holidays
Good Day, I have a problem as it appears that I cannot create multiple holidays on the same day. EG. on Christmas and New Years, a client want to add that their company is closed for a period over those days, when I add that day in SD complains FAILURE :Could not add Holiday. Please check if an entry already exists for the Holiday. If yes, enter an new date This should not be a problem, as companies can be closed on a holiday for another reason other than a Government/World based holiday. is this
Can't view Scanned software
Hello there Just wondered if anyone had experienced this after upgrading to version 8 when you click on Scanned Software Service Desk plus gets itself in a loop and wont show anything. The same happens if you click on service packs. How can i resolve? many thanks Suzanne
Email out issues
I have made a few calls to the tech support line and haven't gotten anything useable off this yet. I have problems sending mail via exchange server 2003 using service desk plus, latest build. It gives back unspecified errors, just saying there was a problem description of: Exception while trying to send notification for the request. What I have tried: Allow relaying from this ip though the exchange server Giving a known working account send on behalf of permissions and sending it as them to ensure
Backup Tech
Can anyone explain, how SDP chooses Backup Tech ? I see only one person in the list, but there must be 5 users. I can't assign another user. How to configure it ? See pic. ps. Date can be any. Thanks
Scan for memory Type
I have yet to see a useful program reliable scan the memory type. For example: PC 3200 or DDR 800MHZ this type of information is useful in the reports (like for buying new ram for a computer with out opening the the box, or restarting it. Can you please add to the memory section of the comptuers inventory to display also the type of ram installed, and all that usefull information? (like the type{pc2100)
Problem with LDAP
I have this issues when i try to configure the LDAP FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. Thanks in advance.
Wasn't sure where to post this - remote usage
I have downloaded alot of the programs - OpManager, DesktopCentral, SupportCenter, ApplicationManager, DeviceExpert, etc.... I would like to use all of this products remotely - I know that I can use some of the products remotely like OpManager but can I use the rest of the products remotely? If so can someone point me in the right direction to get them configured? Also, is there any way to manage Apple products (macs, server, iphones) Thanks Matt
Allow requesters to "re-open" ticket
Hi, I'm running ServiceDesk Plus 7.0.0 Build 7021. I'm trying to figure out what options need to be configured/enabled to allow users the ability to re-open their tickets. I see there are templates and such for this in the notifications area and I also see links available by default when a ticket is closed for a user to click and re-open their ticket. I don't see the anywhere to enable this feature. Thanks. GP
Evaluating ... need approx. dates for additional features
Hello ServiceDesk+ Team, we're currently evaluating ServiceDesk+. I have to admit I'm very impressed of the product, especially at the very attractive price. Something I'm very impressed is that you guys actually look in the forum and answer posts of your users! Unfortunately there're some things that we miss which would make it the perfect choice (from most to less important): - Domain Administrator In every country we have local administrators who perform helpdesk tasks and administer the local
Changing Refresh Rate on SDP
Hi There, Is there any way that the refresh rate on the requests screen can be changed to less than 3 minutes? This may have been answered before but I cannot seem to find it on the Forums. Thank you Mark
How to rename on hold, open ?
Pls How to rename on hold, open on my Language
PO processing.
Hi! I try now demo version of servicedesk plus. Can somebody help me? We want to use "helpdesk plus" also as PO proccesing program. Is it possible? Is there a possibility to give all users right to create PO ? Without asign they as technicians ?
Problem with Mail server settings
in tab outgoing mail i have this problem when i change the replay - to Address and show me this error: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,304,466,706,750 What can i do to change valors in outgoing mail? please help me!! i using this version: 7.6.0 Build 7604 and thanks for your answers!!
Error en correo
ERROR:Fallo en la modificación de la configuración de correo electrónico. Informe del problema al administrador del sistema, con el código de error - 1,304,465,824,156. Esto es en el correo Saliente. Ya se habia configurado pero se quiso cambiar y al hacerlo manda ese error
Erase old backup data
Hello everybody. Is there a way to have old backups erased on a scheduled basis? I can do that with a Windows scheduled job, but that will not erase the list of old backups in ServiceDeskPlus "Backup Scheduling" page. Otherwise can you tell me the name of the table where that list is kept, so I can update it myself with a scheduled MySql query? Thank you so much. FB.
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