Response vs Resolution Escalation
Has anyone been able to set up an escalation process based on "response" to a request , ie based on how long a request is unassigned to a tech , and also an escalation process for the resolution of the request . Currently we are using the priorities , but these are linked to the resolution of the problem , Not to a response to the problem . our high priority is set to 1 hour .. if a user places a request with high priority , then the request goes overdue after 1 hour , regardless of whether the technician
Scheduled Task or Report to Automatically Save a Report to a Network Share
Is there a way to setup a scheduled task/report to automatically save a report to a network share? Thanks, Raquel
Rule - Catch All
When someone uses the quick create option, the request isnt assigning a group and therefore, none of the technicians are getting emails. I tried to create a rule that is if category is NOT...(all the categories we have) then place in general group. But it doesnt seem to be working. Do the rules not apply to quick create?
Why cannot i add other email id for escallation other then the technicans Id ?
Purchase Order Default Numbering
Is there a way to change the data field for the purchase order system to make it **automatically** default as a 4 digit number (0001, 0002 or 1001, 1002, etc) instead of the standard two digit? Thanks, Justin
IP Binding
I'm trying to change the IP binding on my Windows server. I've found how to change which IP ServicDesk is listening on, but the problem I'm having is that it still won't let me change the port to 80 since I have a different website on this server using port 80. I have an IIS site using 10.10.0.6:80 and I'm trying to get ServiceDesk to use 10.10.0.7:80. Like I said, I can change the IP to 10.10.0.7 via the TrayIconInfo.xml conf file, but it won't let me change the port using the changeWebServerPort.bat
Need help on UNION query
Hi, I'm having trouble with the following query within the "NEW QUERY REPORT" function of Service Desk Plus. Individually each of the 3 following subqueries run fine. When I union subquery 1 with subquery 2 no problem. But as soon as I union the 3rd subquery I get a failure. Also I cannot union subquery 3 individually with 1 or 2. What am I missing here? Ps. This query worked fine with hard-coded dates (as long) in place of the functions. Thanks, Paul SELECT rs.[Request Title], rs.[Request Count]
When Scanning a Remote Workstation how do I identify the specific process?
I am running a remote scan on a laptop and need to identify the process in Task Manager. Also, can the scan process be given a higher priority?
Requests & Worklogs
Hi, I have an SQL query (either taken from this forum of slight modification to the inbuilt queries, I'm not sure) to list all requests with as much information as I want except I can't find out how to add the Work Log to the report. The query I use is :- ##### SELECT wo.WORKORDERID 'Request ID',mdd.MODENAME 'Request Mode',qd.QUEUENAME 'Group',aau.FIRST_NAME 'Requester',dpt.DEPTNAME 'Department',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',icd.NAME 'Item',wo.TITLE 'Subject',cri.FIRST_NAME 'Created
Request templates won't change request status
Version 7.5 build 7509 using MSSQL 2005. I have request templates to close common types of requests. Since the update none of my templates will change the request status. They should change to "closed". Any ideas? Thanks, Dean
Deleting Requestors
All, Please could you advise on the following: - 1) If a user is disabled or removed from AD, and then I do an AD import into SD+, is that user removed from SD+? 2) If I remove a requestor or technician from SD+, what happens to all the requests\changes\etc attributed to that user? I am using 7022 currently. Thanks, Davey
Mail Fetchin
Hi, We seem to be having a few issues with fetching emails within SD+. Not too long ago we upgraded our Exchange server to 2007 and it would be that since then we have not been successful in receiving emails within SD. There have been no changes to the email account dedicated to SD. We know this account works fine as we can access it via OWA. We've also made sure that the IMAP Settings are set to plain text and that IMAP/POP is enabled for the desired email account. We have no issues sending emails,
SLA based on responded date
Is it possible to create SLAs in ServiceDesk based on Responded Date?
How to schedule a task to every monday?
Hi, we are testing the ServiceDeskPlus and its great. But we need to schedule tasks and we don't know if that is possible in the current version. We know that we can schedule a task for a technician from today till next week. But we need to schedule some tasks for every monday, tuesday and so on and it's too much work to schedule that every day. Is there any possibility to do that in ServiceDeskPlus? regards
How to create a Task for every Monday, Tuesday and so on?
Hi, would be nice if someone can help me with that :) regards
Licensing and Subscription
Hi We are very much interested with Service Desk and Asset Explorer.. however.. as per the website.. you are only offering it on a yearly subscription. What we are looking after is to buy the software so we don't have to renew it yearly. Do you have this option? Thanks
Is there a user "logon" log in Service desk?
Hi, Does anyone know how we can determine when (and how often) a user logs into Service Desk via the portal? We are trying to encourage more usage of the portal and less reliance on E- mail but have no idea how little it is used. Thanks
Determine user's last login to portal?
Hi, We would like to have an idea of how many of our associates successfully log in to our Service Desk Portal. We're trying to encourage the use of the portal for support requests AND system status messages. Is there a table or log that might provide the last login data/time for each user? Thanks
questions about business rules
By creating a business rule with default parameters works perfectly, but when I made it for a site stops working and no matter if I put the same configuration example Business Rule details: Rule Name mail Site * Business Rules When a new request arrives: Define rule Match the criteria below Subject contains "b" Match ANY of the following (OR) Actions set Assign Technician to "root" This works perfect, when I create a similar rule but within the scope of a site, I stop working,
Email forwarding at different times
Hi, We are evaluating SD Plus and cant seem to see how to do the following. We have support around the world to follow the sun, and as such we want to be able to notify different support reps at different times of the day when a request comes in. So The standard time will be set to UK and then when a request comes in between 9am and 5pm an email would be sent to a support rep in the uk after 5pm an email needs to be sent to the next available support rep in Australia Is there a away to do this
Schedule Visibility
Hi Is it possible to allow all of my technicians to have access to the "Tech Availability Chart"? At the moment it would appear that only admins have access to this. Thanks Gary
Change Calendar Issues
I have noticed an issue in the change calendar: I navigated to the change calendar, then selected "Week" to view this week. I then changed the filter to "All Changes" and the view moved forward by one month. I changed the view again, and it again moved forward by a month. I'm guessing this is a problem because it is close to the end of the month, and the system is selecting the wrong time frame to view.
Renderer Exception when showing addtional asset fields
I upgraded from 7022 to 7500 and then to 7502 (finally! sighsss), and restored the data. Now I have a problem, I am getting [Renderer Exception] caption for the asset grid columns when showing addtional asset fields. The real name of the additional field is not shown, only this strange caption and the asset grid's "column chooser" cannot be displayed! What happens?, The new release is very nice but Im still suffering with 7.5!
Change the reply-to address to the assigned techs name?
By default, ServiceDesk sends a reply email to a requester and the reply address seems to be the SMTP reply-to address (like helpdesk@mycomp.com). So if a requester puts in a ticket, and I hit the reply button to ask the user for more information- when they reply it goes to helpdesk@mycomp.com. That would be fine if we are doing the pop3 pickup thing- but we are not- and I would like it to go directly to the technician. Is there a way to change this to the assigned technicians name?
Asset Discovery: Restrict AD Scan to 1 folder OR IP Range failures
Evaluating the FREE, 1 Technician version. Need to discover Assets but I am unable to get much information on it. 1) AD Scan needs to be restricted to 1 OU folder - is there a way to do this? I am 1 department of a larger organization and we only have 1 OU folder where our assets are. I don't want to scan the entire domain and pull in other departments comptuters. OR 2) Using Network Discovery, IP Range - I get about 50% failure rate and don't know if it is a simple firewall issue or not.
How To Setup A Default SLA That will be Applied To All Requests ?
Hi There, How Can we setup the SLA so that a default time frame (let's say 4 hours) will be applied to all incoming requests ? Thanks
Technicians the ability to delete communications from the Requestor Conversation
I would like to allow technicians the ability to delete communications from the Requestor Conversation portion of a request. They currently have the delete button but they get a screen saying they do not have sufficiant rights when they attempt to delete a communication. Example: A technician sent an email to ServiceDesk Plus with an incorrect request number in the subject. (##wrong request number##) The technician would like to delete the incorrect communication. Does anyone know where the setting
Can tasks be included in Preventative Maintenance Tasks
So far, I cannot find how to do this. Effectively I want to create automated 'Daily Check' Procedures for the technicians. Rather than create a new request for each morning's activity (e.g. server checks, voicemail, email and other 'routine' functions), I'd like to create a request not disimiliar to a 'New Joinee' template. The New Joinee (default) template includes a plethora of tasks to be completed, before the request can be closed. Following the same logic, it would be useful to have this created
Asset Management : Issues & Questions
Hi, There two areas of Asset Management I’m having problems with. 1. Multiple IP’s We have a number of servers that host multiple IPs (Typically IIS boxes). Some of these servers host up to 20 IP’s. How can I get SDP to classify these as one Server? 2. Workstation Classification Everything is detected as a Workstation. How can I change the “IT Asset” to something other than “workstation” or “server”? SDP v7.5 Build 08 Many Thanks Marc
Request updates and technician acknowledgements
Is there any way of tracking technician request updates? Lets say a technician has 20 requests, and 3 of them have not been updated in 4 days...is there a display where the technician can view which requests he needs to update so the user is informed and the technician stays on top of his ticket management? Are there any custom reports that can be run by technicians/managers for requests that have been idle in the queue for xx amount of days/hours? Thanks, Justin
SMTP Email in SDPlus
Hi When wil we see SMTP email in service desk plus, as it would be very useful for all of us who use microsoft exchange as currently we cannot use the email features fully ANdy
Is there a way to send the notifications ONLY when the status of the ticket is Updated ?
Hi there, Is it possible to configure the notification rules in such a way that it will ONLY send the notification email to the requester when the status of the ticket is updated / changed ? Your immediate help will be very much appreciated. Thanks
Notification Rule - Acknowledge Requester by Email when the request is updated
For the Notification Rule "Acknowledge Requester by Email when the request is updated" what events/fields trigger the status of "updated"?
Multiple databases
Can SD+ manage this?? I ask as we have 3 installations and would like to manage from one console/application server, but keep databases seperate as they now are quite different? Can this be done and if so how? I know I will need licences to do so, but can work with that, but what else do I need? Am running MSSQL, SD+ 7008, moving to 750? very soon, once testing is sorted on TEST environment
Catogoies
Hello Does anyone know the ITIL way to use Categories. Should the requester select the category or should it be the Technician? I would have thought it should be the technician otherwise the cateogories will be wrong as the requestors do not always know what catogory the incident falls into. Also to use business roles which are specific to a category this would not be possible if we should let the requestor choose the category? regards Ash Parmar
SD-15312: Inaccurate calculation of due by time of a request
Hello, This was due to be fixed in 7509 as is still listed as such on the known issues page, but it isn't in the readme for the 7509 update anymore, and it doesn't appear to have been fixed. This is causing us issues with our SLA reporting. Can you let me know if it is going to be fixed soon? David
What permissions needed for Asset Scan
What level of admin rights needed to do a scan, I know Domain admins works, but this is against our company policies, what is the minimum needed to scan assets in domain?? Likewise for import from AD, Version 7008 with MSSQL
Moving Hours?
Hi, We have a request that we would like to re-assign some of the time entries to a different request. Does anyone have any suggestions? Might be a good enhancement for the next rev? Thanks Jerry
Difference between "Technician" and "Assigned Technician"
What is the difference between "Technician" and "Assigned Technician". We're running 7509\Standard. Just today we were generating a report and someone noticed that there are two values to choose from... "Technician" and "Assigned Technician". We messed around a little, and we're pretty certain the "Assigned Technician" is the technician that the request is currently assigned to. But if that is so... then what is the "Technician" field used for? Thanks!
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