SLA Report broken down into the following
Hi, can someone supply the mysql code for the following reports please: % SLA met and not met per User per week % SLA met and not met per team (role/group tech is in) per week % SLA met and not met per User per month % SLA met and not met per team (role/group tech is in) per month % SLA met and not met over all per week % SLA met and not met over all per month I'd need to be able to set it up to email the week and months previous. Thanks in advance :) Michael
Send Self-service login details
How to use Send Self-service login details??? and how to trigger it to send login details to the user?? does the requester must be a registered user or it can also be an account automatically created when a user submits request via Email?? Thanks
List of issues for 7509
Dear Users, Please find the initial list of issues that we are come up with for 7509 hotfix release. We have grouped the issues based on the modules. Will add few more in the list.. Regards, Srikrishnan. ServiceDesk Plus. Request / Problem : SD-15307: Formatting styles of request description & resolution, change/problem/solution description are not being saved (e.g. Bold/Italic/Underline /background color). SD-14177: Criteria for the columns in the Custom filters gets removed upon editing and saving
SD-14774 - Any update on status
Hi, With respect to SD-14774, "Contract Display being Truncated," will we see this in an update soon? Thanks
Import files into solutions
Is there a way to copy a tutorial I have designed into ServiceDesk without having to rebuild and import all the images? PDF, Word, HTML? I have tried to email it to the helpdesk then resolve and add to solutions, but it does not add it. Thanks.
Change list view hover bug
In the Change list view, if the description of a change contains a single quote (') everything after that is truncated in the mouse hover information:
Two Departments Using Service Desk
Can you seperate technicians from two departments within Service Desk so that they only see requests pertinent to their departments. I have the I.T. department as well as the Project and Process department staff as techs in Service Desk. I would like it so that the techs only see information associated with their specific department.
Re-Opened Requests and SLA resolution time
Ok, I have searched online and haven't found any posts or roadmap regarding this issue. Today I had a technician who had previously closed a request well within the SLA resolution time. A few days later the user replied to the closed email and the job was automatically reopened. Now the issue is that the SLA was immediately violated instead of the SLA time continuing. Surely the SLA time should re-commence as per the "stop timer' statuses, i.e. OnHold, Awaiting External Support etc..., not just continue
Error : General failure while performing the operation.
I use Service Desk trial edition and try to find the computer under the workstations in the Assets page, but i met the error with the system as below: FAILURE :Database exception while discovering workstation. : Cannot delete or update a parent row: a foreign key constraint fails Please report the problem to the system administrator, with the Error Code - 1,223,869,799,333. I checked and found that the problems may be in "SoftwareInfo" or "WmiSWUsageInfo" tables in the database server which used
Move Service Desk to New Server
I am planning on moving my service desk application to a new server. Here are the steps I have so far. Build new Windows 2003 server Install Services Desk and updates to match current server Apply backup of Service Desk to new server. The new server will have a different name. Will that cause a problem? Are there any steps I missed?
Change Reporting
Is there a configuration change that will sync up the color coding for change type from the change management calendar to the Change Reporting tool. Thx ChangeMgr
Change Reporting Color Codes
Is there a way to sync up the custom coding options selected in the change type with the color coding for types in the change reports.
SLA's
I would like to know if the system can do the following level 1 sla on all calles with level as 1. set to 5 mins when level is changed to level 2 a new sla is set for 10 mins, and so on. please help.
problem with publishing
hello! I have downloaded a trial version of service desk plus 7.5. I have a problem with publishing service desk on a web. I have a ISA server installed and have configuired it to publish service desk. The servers are in domain. When i'm typing an address from the global site, login screen appears, but when i'm typing a login name and password it returns me an page with error: 404 Not Found Unable to connect to host
AD user import issue
Since upgrading to 7508 I have not been able to import users. I try the manual import, I select all my OU's and the whe it scan it just sits there on 0% complete for ever. I can let it sit all day and it doesn't move. I go to the error log and it just says error import users. My schedule import does not appear to be working either. Can I get some assistance please. Server O/S is 2003 standard workstation O/S is vista Thanks, Terry
Link user login to active directory
Hello, i have to link the user login to active directory. How i process it ? Thanks Alexandre from Brasil
Asset Mangement
What is the difference between Expiry and warranty expiry date under asset management at servicedesk plus?
Custom report on assets and components
I am in need to run a report of all assets and asset components assigned to every user. I don't see any option to report on asset components. Is there any way to do this via a custom report or a query report? Thanks.
Reports - Asset cost
Hi Can we print our Asset reports with "COST" as one of the available columns?
software tracking
any ideas on how to track the softwares in SD+??? and all the reports for softwares in the 'software' grouping don't seem to work, all of them have an error stating 'incorrect syntax' and somehow i can't seem to figure out where?? any ideas??
Empty Date fields
Hi, how can I empty date field? 'Delete' and 'BS' keys are not working here.... Thanks, Andy
Importing Service Requests from a file
Is it possible to import SR's from a file, such as .csv? I am installing a new version of SD plus and need to backdate the service requests from another system. thanks
Custom Report
I am trying to create a custom matrix report where i can grab the following details for the month of May, but just cannot work it out. I primarily want this to be a Snapshot Status report as of the 31 May where I can see the number of calls by status (i.e. open, on hold, resolved and closed) for the entire IT department. I would like the matrix to show only the month of May but just cannot work it out. Assistance please?
Task Query Help!
I am using the following code to report on open tasks per user. However, I now have a request to show open AND closed tasks for OPEN requests. The query below only brings back open tasks on open requests. Can someone help me get closed requests on open requests too? SELECT wo.WORKORDERID "Request ID",wo.DESCRIPTION "Description",td.TASKID "TaskId",td.TITLE "Task Title",td.description 'Description',au1.FIRST_NAME "Task Owner",sd.statusname 'Status',DATE_FORMAT(FROM_UNIXTIME(td.createddate/1000) ,'%d-%m-%Y
Removal of technician who has left organisation
Hi, How can we do remove a former technician who has left organisation with the following 2 reasons in mind: Re-claim licence for replacement technician Still retain history for historical reporting purposes.We are on SD+ Pro 7.5 Cheers, Wayde
XSS vulnerability in SD+
Arbitrary HTML content (including script tags) can be entered into a ticket. Impact is attacker can gain complete control over Service Desk.
How can I change the header image background to white?
Changing Domain Names - Possible to retain ticketing systems accumulation of requests, solutions, assets, etc?
Basically we are growing our network and it's finally necessitated that we build a new DC (domain controller). In the process of building the new DC we will be changing the actual name of the network from blahblah.org to corp.blahblah.org. That means that when we go live we will be removing all PC's and servers from the old domain and joining them to the new one. We will also be recreating all the user accounts in Active Directory in the new DC, although a few may not end up the same groups they
PO unable to receive Items
I tried to receive items after it has been approved and I'm getting an error message saying "Unable to receive items". I'm using SDP 7503.
Departments Problem
Hi, I am using the AD import currently and I finding some problems on 7500.0 When an AD user is imported on the requesters list the correct department is listed however if I open the requester up they have none set. If I set a deparment for an AD imported user so I can then allow them to view all the requests for a department it will be lost when all the user information is imported again from AD over night. I tried an upgrade to 7500.8 but I get the OU bug so for the moment upgrading is not
When a technician is away (temporarily)
If a request is OPEN and associated to a technician, and a reply comes in from the client, is there a way for a group of technicians to be emailed rather than just the associated technician? On occasions if somebody has been called out of the office or has been involved on a job for a long time, incoming replies to cases that they are working on can be missed. Is there a setting within SD+ that I haven't seen, or have any others found a workaround that covers this please? Thanks.
Remote Control question in ServiceDesk Plus
Hi there, We are currently setting up ServiceDesk Plus for deployment to the whole organization. Before we do so, I have one question that I would like an answer to. Here goes: Is it possible to have the remote control function PROMPTING the user to allow the technician the remote control operation? Currently the technicians gets the user desktop without ANY kind of approvel/acceptance from the user, and not even an info box stating that a technician is connected. This poses a problem in our organization.
Why can a SDsiteAdmin see all software?
Hi, When I logon as a SDsiteAdmin, I can see also "All Software"! Even if there are now assets from that Site scanned. I think, if you use the Multi Site model, All Software should be "not visable" for SDsiteAdminstrators but the software linked on that Site. Or am I wrong? Ferry Pranger The Netherlands
ServiceDesk Plus API
Hi! Trying to use ServiceDesc API (h_ttp://machine_name:Port_Number/servlets/RequestServlet). My task is: Unknown users can add new requests through company website. Website was written on php. I have realized requests to ServiceDesc using CURL, but faced with problem: User account is created, but without Email, though I'm send it in "requesterEmail" field. In documentation (h_ttp://[SD_HOST]/SetUpWizard.do?forwardTo=api) this field is described as "Email Id of Requester". What is it mean? What is
Windows to Linux
Hello One and all, I have installed Service desk plus on a windows server with MS SQL, just for a quick test, but during the test, i got carried with this product, that i inputted so many changes, and would like to know if it's possible to restore the data to a Linux environment, Linux Server with MySQL If this is possible, can some be kind enough go explain the process thanks in advance sidi
Let me know the software better before buying it
Hi, since today 25.06.09 I have downloaded and installed locally the professional edition as trial version. As I could experienced til now I find the software very comprehensive and refined. Nevertheless, I´d like to know if there is the possibility to run the software hosted in a Webserver over the internet not locally. As I could notice too, there isn´t (at least I could not find it) the "Remote Desktop Sharing" resource as mentioned in the Comparing Editions link. Also there are some lacks in
From Windows to Linux
Hello One and all, here is how i got myself in this delimma... I was evaluating tons of help desk aplications, all under microsoft windows 2003 and microsoft SQL server because of the ease of install, for the quick test, my desire situation is Linux... Then i stumble upon servicedesk plus, so installed it under windows.. And i happly stayed more than 30 minutes testing (more then the other apps), and guess what. I got carried away with the application, and forgot i was testing..and went and setup
Requester acknowledgement question
I have our system set to automatically close a resolved request after 2 days. If a requester clicks the "close request" link it records their comments in the ticket history and changes the status to closed, but still shows as "Closed without requesters acknowledgement" in the ticket details. Is this a known issue, or am I missing something?
wrong time
Hi. When i post new request , my time is wrong. In the left hand corner i have the system time , it's accurate. but the create time is way wrong. Any help will be appreciated
Is it possible to export the requester details info?
Hi, Is it possible to export to csv the requester details? Or could I run a report and get the info that way? Thanks.
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