Themes in Service Desk Plus?
Is there the ability to select custom colors and appearance in Service Desk Plus Enterprise Edition? If not, will it be possible in future editions? It would be nice if there were more chances of putting the company logo in more places. regards, George
Live + 1 week
My organization has been live with ServiceDesk Plus for one week, and the change has been dramatic. We have recorded more tickets, reduced SLA violations, improved ticket resolution times and made our customers very happy in the process. The feedback I have gotten so far from both technicians and customers has been positive. It hasn't been without its challenges, but I am getting data now that I could never have gotten with the system we had previously. I know most people only take the time
Authentication using Blackberry
Have any of you Blackberry users been successful using domain/Active Directory authentication to log into ServiceDesk Plus from the Blackberry browser? Currently, our users are only able to perform Local Authentication to access tickets from their Blackberries. We are using BES. Any assistance will be appreciated.
survey ratings
How does the ratings work. If I have the following not applicable very dissatisfied dissatisfied satisfied very satisfied Form worst to best what does say a rating of 9 mean in my report?
what the frack happened to the forum?
Hi all, I am glad that at least forum performance has improved dramatically, but come on what is up with the new layout? This is completely unusable, lots of fields are missing in the overview, post counters, etc. I was happy to wait a few seconds for the "old" page to load with at least a regular interface but this is so counter intuitive that i cannot see myself returning here much. Is there any chance in getting a normal forum layout back on the new backend? S.
GMT-3 Timezone problem
Hi all, We'v been testing SDP for the last weeks and everything have worked fine so far, until now. The problem is, there is no (GMT-3) Timezone. Neither on Requester Personalization Options nor on Tech/admins Site/Region Settings. So, my question is, since we'r in Brazil, and willing to use SDP in our own environment as so in customer's, we rly need this to be fixed otherwise we cannot use SDP. Iv been browsing this forum for the last weeks but couldnt find any post regarding this particular issue.
Unable to log in after enabling active directory authenticat
I am unable to login to the ServiceDesk web client. The login page does not load, all I get is a blank screen. The last change I made was enabling active directory authentication, so I assume this is the problem. How can I disable the active directory authentication if I can't get into the web client?
Using HTML formatted text in Request API and Solutions Knowledgebase?
How can I turn off the encoding of the text that I send, either through the Request API or the Solutions Knowledgebase? Let's say I have a request that was created that has an HTML table. The problem is, when I send over <td>, ServiceDesk turns it into <td>. One would think, you can escape it by using <td>, but then the encoding will turn it into &lt;td&gt;. Is there a way to turn off encoding when sending a request, or adding a solutions article? Thanks! Aaron Paxson Network
Limit the size of "Subject" Edit Box?
Hi there, Sometimes users tend to write the whole problem in the subject of their ticket. If we make the Description Box mandatory, they just copy and then paste their text into the description area. Is there any way of limiting the range of characters in the subject box instead of being capable writing as much as we want? regards, George
Possible Bug? Login Screen
Hey everyone, So far we've been "live" with Service Desk Plus for about a month and it's working great! One problem we have though is with the login screen. The "requester" is actually a single department with various people over the course of 24 hours. We figured it would be easier to use a single login to track requests from that department. However because of that, the login is NOT a member of our domain. We checked the "remember me" option and set it to use the Local Authentication within service
Remove Change Password Tab from Personalize Link
Is there a way to remove the Change Password Option from the Personalize Link. Users need to be able to select their Time zone, and language, etc. But I don't want them to attempt to change the password. I am using AD authentication.
ServiceDesk Issues - Removing Additional Fields + Slow Since Upgrade
Hello ServiceDesk Support (and friends) ! I recently upgraded our copy of ServiceDesk from 7022 all the way up to Build 7506. The upgrade went without a hitch. We have noticed now however that ServiceDesk is alot slower than it used to be with only 2 technicians logged in. Also we have all these fields we don't even use that used to be disabled in 7022. How can I remove the following fields? Impact Urgency Site Item Impact Details The extra fields are making it confusing for our staff. Also, the
change default calendar
Hello I want to use attached calendar instead of default calendar. how can i do it? please help me. thanks so much.
Creating Custum Views
How to create a " New Custum View " and make it public for all the co-workers of the company ?
downgrade
how can i downgrade from 7506 to 7.0.0 build 7021
importing xml asset data into assets inventory
importing xml asset data into assets inventory ??
Status for Requesters
Hi, Is it possible to give a requester a status? I.e.: active, inactive, resignation or other. Ofcourse you should not delete "old" requesters for the history, but the list "active" requesters is very long. In Active Directory this requesters get the status: "disabled". So probably you can use this. The list in ServiceDesk is then more up to date and the "inactive" users are still available, but not direct visable! Gr. Ferry Pranger
Cleaning up Requesters
Is there anyway that we can check the login history of each requesters? it's going to be easier to track down which requesters are no longer active on our system.
Report on resolved time instead of completed time??
Hi, I'm just wondering if it's possible to have on a report the resolved time as opposed to the completed time? Currently I have a custom report but have only got Created Time, Completed Time and Dueby Time but I'd like to include Resolved Time as sometimes there is a gap between when a call was resolved and when it's closed. Is this possible? I have version 7.5.0 build 7502. Thanks
MySQL administrator
Hello All, Is anyone using this tool to look at the DB? or even if techsupport can help out. I have installed MySQL Admin and when i connect to the SDP database i receive this error 'Either the server service or the configuration file could not be found. Start variables and service section are therefore disabled." Anyone have any input as to how i can get rid of this error? Thanks E
Migrating from one domain to another
Hi, We're going to be migrating domains shortly, how is this going to affect SDP from a user & technician point of view? The problem is going to be, as we're migrating to a national domain our current AD usernames & e-mail addresses will be changing, so how will this effect technicians queues & calls logged by users previously? Thanks,
Report availability technicians
Hi, Is there a report available for the availability of Technicians: i.e. we have 25 techs, I want an overview of the summer holiday for all Techs. The technician chart is good, but only for me. (But: this chart is performing very slow, how's that? Greetings, Ferry Pranger
Line spacing in description / resolution fields
I noticed that when you type in the fields, it double-spaces your text by default when you hit enter. I understand that when you hit shift-enter, it only single spaces. Great. However, when you paste something in (from Word, for example), it looks great, until you save, then it double-spaces everything. Normally that would just be annoying, but it really sucks when you have a code snippet or something that you want to save. Is there any way around this issue? We just upgraded to 7019, which fixed
Bug:Email Reply opens closed ticket
Simple things like a thank you note reopens a closed ticket. Annoying but is there anything that can be done to prevent this action?
Group notifications
I have group notifications turned on to let a group know when a new ticket has been assigned to it. I have found that this notification is also triggered if a group member assigns a ticket to the group and themselves as technician. As a work around, I've turned group notification off and simply enabled the notification that is fired when a ticket is left unpicked. Is there an easier way to do this? I feel like I am missing something.
Cant close/edit/add/assign to another tech on 1 log
Hi there I have a log that I need to close, but when I click on close, it takes forever then eventually brings me into the edit call screen. I try to close it here & it fails again. I cant assign it to another technician, no other technician can close the call or edit it in any other way. Its extremely frustrating.... Can anyone help? Cheers.
Change $ApprovalLink value
We just upgraded to Enterprise from Professional and installed on a new server. When I do a "Send for Recommendation" the $ApprovalLink field has our old server name in it instead of the new and the link does not work. Where do I change this? Thanks Chuck
change calendar
Hi i want tocustomize calndar (such as change default calendar, color and etc) how can i do this. please help me
AMT support?
Any plans to add in Intel AMT capabilities? -Greg
Stop unattached laptops from a "failed" scan?
Sorry if this question has been asked and answered in a different way, but how does one prevent unattached laptops ( I have some that don't connect to the network for months) from being "failed" during a scheduled scan? Basically I am looking to say don't scan for these systems, but leave them in the list of "scanned" workstations.
Entering Maintenance Cost on a Contract
When creating a new contract, you have to enter in the Maintenance Cost of the contract. How do you specify if this cost is per month, quarter, year, etc? We pay our contracts at different times, so I must be able to differentiate when each one needs to be paid. What about adding a drop-down box?
Notification Rule for Task being closed not sending
I have my notification rules set so that when an associated task is closed that it notifies the requester. They are not getting the emails saying the tasks are closed though. When the request is closed they get that one but not for the task.
Setting - Service Desk as the default Forum when logging in.
Anyone have any idea on how to do this. It's very annoying that have the page load at "All Forums" tab Thanks E
MS SQL - ReinitializeDB??
Is there a version of ReinitializeDB for MS SQL? The version delivered with ServiceDesk is for MySQL.
ReinitializeDB.bat - - for MS SQL Server?
It appears that ReinitializeDB.bat is intended for a MySQL environment. We use SQL Server. Is there a different version of ReinitializeDB.bat to reset a SQL Server environment? We have been testing with ServiceDesk Plus for a few weeks, but now need to use it in a "live" environment, so we want to erase all old data.
Notification Issues
Hi, I have set SerivceDesk Plus to send particular technicians to receive notifications on any changes made to the domain scan, which runs on a daily basis. I know changes have been made as it is being shown in the Audit trial tab, but for some reason emails are no longer being sent out. The email side on things is probably the biggest area of concern. We are also not receiving emails for contract notifications. All of which can be sent manually. We are using SDP V7.18 Help is appreciated Sharlene
Network File Links in Solutions
I want to be able to put a link to a file on a network share in my solutions. \\apollo\it\Software\Backup Exec 12.5\BEWS 12 English Documentation The link above was posted directly from a solution. As you can see it creates a file link out of everything up to the first space it encounters. It does this automatically. I have found no way to either turn off the automatic creation of the link or to expand it to cover the whole line correctly. Any suggestions?
Database problems after upgrade!
Installed latest service pack (7500.06.0) and now server want run. I had a look at changedbserver and connection is fine BUT when I hit save I get the following error: "You cannot configure this database server because the database server is compatible to 7502 and now you are installed NA. PLease install the build 7502 and then upgrade to NA" !!! Please help urgent servicedesk is down! Cheers
upgrade help
Hello, I'm trying to set up my test site but am getting the following error when using the changedbserver.bat. I want to test the upgrade to 7505 before applying it to the live site. "You cannot configure this database server because the database server is compatible to build 7504 and now you are installed NA build. Please install the build 7504 and then upgrade to NA." My test site is already at 7504. I've setup a database copy of the live system (also at 7504) which i'm trying to point to. Any
Pop3/IMAP SSL yet?
I see posts dating back to 2006 requesting POP3 SSL support in SD. I also saw one from 2007 saying it would be integrated by the end of the year. However, I still don't see this functionality in 7018. Is it there and I just don't see it, or are you still working on it? Do you have an ETA? Thanks, Greg
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