Can't stop email fetching
I have a problem, when i convert database from MySQL to SQL server, Mail server feature don't work. A message is raised: FAILURE :Error occurred while updating MailFetching Please report the problem to the system administrator, with the Error Code - 1,272,958,391,500.
Default SD+ Refresh set to 3 Minutes - can we get it set back to 1 Minute?
Just upgraded from SD+ 7514 to 7605. Noticed in the release notes that the refresh was auto changed to 3 minutes. We've never had any problems using the 1 minute refresh. Is there any way we can set it back to 1 minute? thanks - Joe Zimmerman
Purchase
Hi there, Hoping you could assist. We have just installed Service Desk Plus and this is the first time we want to make use of the purchasing system. What I want to achieve is the following: I need to be able to have more than one person that approves a single order before it comes back to the person that requested the order. This needs to come in the form of a workflow however. So once person one has approved the order a mail is sent to person two to approve that same order before it is sent back
Users/requesters - which "bit" counts as the identity?
A long time requester who was in a senior position at one of our clients has left and joined a competitor. If we just change his contact details (telephone, email address etc) am I correct in assuming that he will still be able to see the requests that he placed from his old position when he logs in to the portal? Or does the account identity centre around the email address, or the login name or...? Which items do we need to change to prevent a user accessing the old data? Thanks - Terry
Scheduling Asset Scans
Hello, We're using ServiceDesk Plus in a global environment. It would be beneficial for me to be able to run automated scans for different AD OUs at different times to ensure that the systems at that site are powered up. Right now I have one scheduled scan, but that means that I have to manually scan the OUs of the sites that are not open at the scheduled time. Is there a way to add additional schedules? It would be even better if I could add one schedule per OU (or group of OUs). Thanks!
Business Rule based on time of day ?
I want to setup a rule or escalation that pages the oncall tech when a ticket is created, but only after hours. Right now there doesnt appear to be a way to evaluate based on 'creation time' is there anyway anyone can think of to do this ? Right now they page all day which gets annoying ..
Report of Open Changes
Hi, can anyone help me? I like to have a report of all Open Changes with their details, especially the tasks and status? I think it must be possible ut how Regards, Jeroen
Start New Request - Customer search question
I am using an eval version of ServiceDesk Plus. When our customers call, they provide either their location's telephone number OR customer number. When creating a new telephone request, how do I search Contacts on these two elements? It appears that you can only search on "Name." Even if I populate the "Name" with the customer number, how would I search on phone number?
How to search for customers
I am new to support desk and working with the trial version. We support retail point of sale software. When a customer calls he can provide us with customer name or the store's telephone number in order for us to bring up the customer record. Is it possible to search on more than one field when creating a new request? It seems as though there is only an ability to search on "Name".
TrimmedBackup files have used all available disk space
Our install of SDP v6012 has crashed out, there is no disk space left for it to operate. under \Adventnet\ME\ServiceDesk\trimmedbackup we can see that a 5mb file has been created every 10mins. Please advise how we can free up some disk space and avoid having these files being created every 10mins without being deleted.
Remote Control from ServiceDesk - Experience?
Hi all! Anyone with experience using the Remote Access control from ServiceDesk is welcomed to place their opinions. How does the control work over a WAN connection? How does the control work via NAT firewall for remote users over internet? We are using WebEx, and are looking for other options. So far, I can see that LAN, while not great, works well enough to get work done. Thanks!
Changing "groups" - consequences to existing tickets?
Are there any consequences or side-effects to changing groups on existing tickets? Prior to the establishment of "Sites", we built groups based on Location. Now that we have sites, we need to setup "Groups" to be of similar work requests (Desktop Systems, Telecommunications, ERP, etc). If I delete groups, and add new ones, what can I expect from existing tickets and our reports? If there are side-effects, what can I do to alleviate them? Thanks so much!
SLA reminders
Hello - is there any way to setup service desk to email technicians before a call goes past it's due date??? I would like a reminder to go out 1 hour before a call breaches and prevent pointless (forgetful) breaches. Thank you. PEter
ServiceDesk Hardware Requirements
Hello, I need some information. First of all, is there any chance to install this software in a shared hosting plan. I read somewhere that it is possible if you have Telnet/SSH rights. Now, let's imagine a normal situation, where I am quite limited. Isn't there a version to upload? Not a .exe file? Or maybe install it in my computer, and upload the 200 MB, would that work? Their concern is with the security of the file, apparently. Now, imagine I COULD upload it, what hardware requirements should
Purchase Order Numbers
Hello - I am in the process of upgrading to the current version - which I understand is now 7606. We were at 7014 and currently are running 7514 so I have a few steps to get to the current. However, I have run into an issue that I don't understand related to assigning Purchase Order Numbers. We have been using a letter as the first character of the PO number but when I try to enter this I get a database error [FAILURE :Database exception setting default configuration. Please report the problem
Purge Inventory in SD Plus 7.6
Hi, Now i have SD 7.6 over SQL 2005, with several old objects in the inventory. I need to purge inventory to send a scan process and discover the actual status of workstations in the network. How can i purge the inventory totally? thanks.
HTTPS secured link in $requestlink
In the notification email's $RequestLink, the HTTPS address is sent to requestor as HTTP even though the template shows proper link. How can the server be set so that the ServiceDesk does not reset the link to HTTP?
Condition in Business rule
Hi, I have created my own status like "Forwarding" and I want it to be used in condition in Business Rule when requesting was updated. But inside Business Rule, I cannot find any Status in condition. Is it possible? Thanks, SOPHAL.
Possible to amend resolution or completed dates?
Hi, Sometimes we forget to put requests onhold, or carry out the work but forget to update the request - is it possible to go back and amend the completion or resolution dates on requests? I appreciate that only admin users should have this sort of access, but it would be useful to 'correct' mistakes on requests. Thanks, Rich
Technician Availability Chart - Changing Unavailability Colours
Hi I am looking at showing when a technician is not available for support because they are working on projects. Unfotunately if i use "Leave Types" then the colour on the scheduler is RED which is the same colour as when they are on annual leave or sick leave. Is their a way of changing the colour for different "Leave Types" so that we can see they are on project work rather than not being at work at all. Thanks Mike
Request Approval
Hi all the problem is: the requester has new request, the request must approval from his manager befor it going to IT Department. the qustions is -->1- how to make the manager approval?? 2- what is the manager ? Technician Or Requester!!?? thanx for help
editing a request clears out the Group assignment.
Not sure if its really an issue, but it is an extreme annoyance. When going back to an existing request and clicking "edit" to modify it the Group assignment clears out. If you reset the group assignment, the team is notified that a request has been added to the group, even though the request was already there. I've tested this in IE7, IE8, FireFox, Chrome, and Safari. Each browser does the same thing, so it seems to be an issue with ServiceDesk or I'm going crazy. Anyone else see anything
MSSQL License for ServiceDesk
We are planning to migrate from MYSQL to MSSQL.Can anyone here tell me what kind of license i may need to buy for MSSQL for running ServiceDesk Plus.I have nearly 300 users who will be using the software and so my question is, do we have to go with CAL licenses per user or per processor license or any other ??? I would appreciate feedback's from many of you who would have already implemented servicedeskplus on MSSQL. Regards, Steve
Custom Query Reports
I had sent a request to support for a custom report. I recieved the following code back today: SELECT BINARY qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",BINARY mdd.MODENAME "Request Mode",BINARY aau.FIRST_NAME "Requester",BINARY dpt.DEPTNAME "Department",DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%d-%m-%Y %k:%i') "Created Time",BINARY wo.TITLE "Title" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID
Unassigned Workstations - Incorrect Value
Under the Assets Tag, I am showing 4 unassigned Workstations however, when I click on this, there aren't any showing in the list (as I have recently assigned everything!). My Filter is set to 'All Workstations', with Resource State set to 'Unassigned'. How do I clear this down so that the correct number of Unassigned machines is showing? Thank you,
OPM Log A Ticket to SDP
Dear all, We have successfully integrated OPM 7205 with SDP 7506. We also created "Log A Ticket" notification profiles inside OPM to generate SDP tickets automatically when servers/services down. We can choose the Category, Priority and Technician during the profile creation and related tickets can be generated successfully into SDP. However, the corresponding "Requests" logged at SDP were "unassigned". All the 3 fields (Category, Priority and Technician) we pre-defined at OPM profile are "unassigned".
Wants delete all PO, Product Type & Product
I m using version (7014) and wants to delete all POs, Product Type & Product. Please guide me abt how to do it? Thanks Hina
MySQl to SQL migration
Can anyone advise how to do the above for ServiceDesk Plus please?
Possible Bug - Notes Get Duplicated With Spacebar
After adding and saving a Note--> hit the spacebar on your keyboard--> the note gets duplicated as many times as you hit the spacebar. Is this a bug or a feature?
Time
Is time stored as unix time?
Edit "Requester Details" in Request templates
Hello How do I remove "Contact number" and "Department" from "Requester details" in our request templates? We do not have these informations in our AD so the fields are blank. And our users do not understand why they can not write in them. So we just want to remove them. Thank you. Peter
Request filter issues
Hi Clarity on filters in request. (logged in as a technician) The 'My ... request' type filters... do they mean those requests assigned to me as a technician or those requests i have requested? Thanks Steph..
UNIX Support
I have downloaded and installed trial version of Servicedeskplus. When trying to add a IBM AIX m/c the scan fails saying connection to the RPC server failed. I tried giving local credentials, still the same error. Does ServiceDesk Plus support UNIX ?
Have ServiceDesk not reply to 'noreply@' email addresses
Hello, We use servicedesk to merge data from vendors. Sometimes those emails come from an email address called 'noreply@vendor.com'. Servicedesk then tries to email back 'noreply@' and the email bounces and that creates another ticket. Is there a way to have servicedesk accept emails but not send emails to 'noreply' addresses?
is it possible to assign more than one technician to a request?
Some time we need to assign more than one technician to respond and solve a request.
work log and tasks
Hello, we are required to record work flow activity weekly. I know the tickets have the option for imputing time spent on incident. Not all activity is responding to tickets. Some are task based activities. Can we use the task feature to also account for time spent? It is my responsibilty to generate techician activity reports for management. Thanks
Reports
Hello, I need some assistance creating reports. I would like to create reports based on time spent on tickets and closed dates. Specifically, I want to be able to know how long a technician spent of requests by specific dates. For example, a how many hours did tech A spend on requests from say March 15 through April 9th. Thanks
How to know the number of IT Asset
How to know the number of IT Asset whom we can again register(record) in ServiceDesk with regard to our license.
API Parameter
hi Is it possible to add new custom fields in a site ? If yes, is it possible to add new parameters in the API "AddSite" to learn these new fields ? Thank's
Upcoming Features?
We are currently evaluating service desk plus and would like to know if any of the following are planned for future releases: We would like to link tasks together into a project list, with the ability to assign each task to a different technician. Tasks may be done independently, or be dependent on a previous task in the project. We would like to be able to calculate the time estimate (hours and calendar) for each task and total it for the project, and see totals for each technician. The project
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