Reinstating a technician
By accident I removed one of our technicians today. A bad move. Now he is reinstated I am trying to re-associate him with his past closed cases. The only way I can see of doing this is along the lines of a filter of closed requests based on the history entry that still bears his name. Can a filtered request list do this? If not, can it be done in SQL? Also, we have 106 sites and although I have re-instated him to each of the sites, other settings such as the notifications and the chase up emails
Time Change didn't change
The time did get updated on the Helpdesk screen for the time change however, the fetching time is still showing the old time (1 hour behind) How do we change this? I have checked our mail servers and they are all updated for Daylight Savings Time. thanks.
Where did my last post go concerning a time issue???
Last week I put a post out here about the time on the tickets being off by an hour or more from real time. This affects the due date, the system response and the time entered in the system. It seems to have happened after the time change of Daylight Savings time. I had attached screen shots in a second entry to the same post. Today I came to the site to see if there had been any response and I can't locate the original post. What happened?
incrrease download limi for Solutions
Hi uploda limil for solution is 10mb. is there any possibility to increase ? feel 10mb is too low. some times, we need to distribute patches. appreciate any action. thank you.
Ordering and reordering tasks
Can we have the ability to change the order of the tasks on a request template please? If it is there already and I have missed it, then please point me in the correct direction. Thanks
Technician domain change
Hi, I will have to change the logon domain for all technicians soon. what is the best way to perform that? directly change them somewhere in the database?
Request Details vs. New Request Template
Hi, as you can see in the attached file the Request Details don�t show up like the default template is looking like. Is there a possibility to get that in the same look? Makes it wired to work for people and if you look at an existing request there is no sense in how the fields depend on each other. We would like to have something like categories fields on the left and group / technician on the right.
SDP 7.0.0 Full DB Schema
Hello I will like to know where i can get the Full Database schema, I saw a few post, but they did not help. I need to run a custom assets reports and need to know all the tables on the DB for this. Thanks for the help Silvia
Notification Templates
Is there a way to include the work log as a part of a template used in email notifications? We use the work log to track updates done to the tickets, and when we send out notifications to either the requestor or a technician we are sending the ticket to for further action, it is neccesary to include a history of the updates done on the ticket, rather than just a subject and description. Any help would be appreciated! Thanks!
Compatibility Questions
Is Service Desk Plus compatable with Lotus Notes 6.5 & does it have an open source code? , able to be customised to suit requirements? Thanks, potential user if company buys product also, have completed quote request but as of yet had no reply
Giving More Views To Requestor With Logon
I created a logon for one of my requestors, but I noticed that she is denied on viewing anything other than her own tickets. She can see requests in a list and scroll over them and see the brief description, but she can't go into the request and view everything. Is there anyway to grant her these permissions. I'm using the free version of ServiceDesk Plus.
Turning on Active Directory Integration
My facility has been using ServiceDesk Plus for about 2-3 years. We did not turn on the Active Directory integration because it posed some problems at the time. We'd like to turn it on now, but we're concerned that it will either duplicate all of the users or it will cause our history to disappear. Does anyone know what will happen if we turn it on now? Will our history disappear? Will the user list disappear, or will it create a bunch of duplicates? Has anyone else done this? What problems did you
Request Form Customizer 7505
The customizer form in SD7505 does not allow for fields such as 'Category, Sub, Items' etc to be hidden from requester. Unlike SD7018 where fields can be checked and uncheck for use. I am aware that if the fields are hidden from technicians, then this will filter through to the requester. However, I think it is understandable that technicians and requesters have very different requirements, thus the need for a different view. Any ideas as to if this will be implemented anytime soon? Unless I am missing
URGENT - Priority with no SLA required
Our IT department requires all types of requests to be logged - including projects and internal routine processes. Projects in particular will never have an SLA as they may get logged and sit on the shelf for months before pulled down to work on the next phase - then be shelved again until resources are available. How can I configure SDP to have a Urgency/Impact that sets no SLA for the Priority Matrix? This is wreaking havoc with our reporting back to senior managment because we have to keep telling
Issue in email fetching
Hi support team After upgrading to 7506 version, the mail fetching problem appears, I found it when trying to setup new business rules, below is error log also the serverout log has been attached.is any new configuration needed? could everybody please help me?? Thanks and Regards :P System Log Message : Issue in email fetching Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : Mar 16, 2009 10:10 AM Probable Cause : Mail fetcing is delayed ....due to start time and finish time
ServiceDesk Plus b7504 - Tickets are 1 hour behind.
We just upgraded SD+ to v7.5 build 7504 - and we've noticed (may not having anything to do with the upgrade) that the time showed on the ticket as the created date is one hour behind the time in servicedesk and on the desktop pc. I searched this forum, and there was a topic covering a DST patch, however that was related to build 6001 and below - Is this DST patch still applicable??
PO notifications doesn't sent email to approver
Hi, when we create a PO and send it for approval, it doesn't send an emails. But if we make a standard request it send emails, so the settings are correct. I have tried resending PO without success. I have also checked our logs on the SMTP server, but SDP haven't tried sending the email notification. My SDP version: 7.5.0. Build 7504 Maybe this could have happened after we updated to the last version?
Cannot fetch email from other domain??!!
I am facing a funny problem. I tried to configure the system to fetch email from the pop3 email account "support@domainA.com". When I pretend as a client and send the email to "support@domainA.com" by using same domain email address, let say "client1@domainA.com", the helpdesk system will fetch the email and turn it to ticket. When I send the email by using different domain email address, let say "client2@domainZ.com", the helpdesk pop3 fetching process stopped and send a email notification admin.
Group field in Edit Request
Hmmmm! I am using version 7.5.0 r7504. When I make a change to the Requester details (who they is, or location) the darn group switches back to --Select Group-- hehe, very annoying though. My Request template has group already specified but to no avail, alas it switches back to --Select Group-- when the requester (who incidentally can not be added to a template - this would be nice) is put in. Possibly something to look at for the next update, or can I fix this? Cheers, A million dead-end streets
Closing Comments Box
Hi, is there a way to hide the "Closing Comments" Box on closed tickets? We don't want that endusers acknowledge their calls and it's a bit confusing when our staff see a warning message that the call is closed without user acknowledgement. Perhaps there is an option to disable the option that an enduser has to acknowledge a solution? Thanks for your help! Marco
ServiceDesk setup for Remote Site users
I need to write out an action plan on how i will implement this software to our Remote Users. So, the main site is where i sit, and where i would have the management console...etc. the company has, 1: users in a different state that will need to submit tickets and 2: users that are all over US with their iPhones and other smart phones. Has anyone done this type of setup? Thanks for all your help!
Existing Solution does not upload correct file
We are using version 7504 and are having a problem with our Solutions database. I have some Solutions that need to be updated. All of our Solutions have attachments. My process is: I browse to the Solution and click Edit. I delete the attached file and click Save and Approve. I then click Edit and browse to load the new, updated file, then click Save and Approve. When I view the newly-attached file, it is the same as the old file. This has happened with solutions that have a .doc (Word) attachment
After applying 7506 my SDP install will not start
Applied 7506, No problems were noted. I attempted to start. It just sat there. Where the progress bar is there was a series of little dots that keep going from right to left with not end HELP PLEASE
Show office location?
I've been testing the site inheritance features in 7506. It's interesting, but in the end it's not terribly useful to my organization. We have multiple sites, but we operate with the same operating hours, same SLA's, etc. All I want is to import each employee's office location, and show it within the ticket. Isn't there something I can do to configure this? I tried adding a new requester field, but I would have to import the data manually, and the field doesn't show in the ticket anyway. In my mind,
Where can I download SDP 7.0?
I need to do a test upgrade to attempt to remedy an issue but all I can find is update packs. Does anyone have a link?
Change status versus change management process stages?
Hi Can someone please explain the different statuses of an RFC in the change management section of SD+. I had a look in the manual and the only status explained, is the status "open" which I cant even find amongst the default statuses. Can someone explain which status is used during each stage of the change management process. When is for example the release status used? Best regards Anders
[SD7.5] Remote control
Why not to use something like VNC for remote control? Build-in remote control installs VERY slowly and does not ask for user permission to allow remote control session. Some free builds of VNC servers are very small, some have embedded HTTP-based viewer, and VNC is STANDARD. So if we already have VNC servers on our client computers we can connect to them with any VNC client from any platform. And VNC is cross-platform, so we can control Macs from PC, RedHat from Mac and so on
Feature Request
We are having problems when people submit a new ticket they will click the submit button several times, resulting in numerous copies of the same ticket. Is there a way to prevent them from click the submit button more than once? (other than resorting to violence )
Primary Key for Asset
The primary key of an asset is the resource name which is FQDN or the IP address of a particular asset as we know that an IT asset might be networked and might be not for example, if we have a local printer which is connected to a PC, SD will not be able to discover it via network or via Active Directory sometime, an IT asset is stored, on other word, it is not joined to the Domain nor network, so, SD will not be able to discover it. This will lead to an inaccurate data in the inventory system usually,
Quickest Web Browser
Firefox or Google Chrome?
Users - Requesters
Dear SD Helpdesk Currently in version 7505 there is the added ability to edit multiple user and move them from one site to another, is there anything in the pipe to have this function to move other settings? ie 'Requester allowed to view' field? moving them from one setting to another, or 'Purchase Order Approver' allowing for multiple users to be selected then hitting update to update fields to allow or disallow.
Sick of being ServiceDesk Plus QA?
I feel that our company has been very good about reporting any major issues. However I don't know if I have ever dealt with another company that requires customers to be 99% of there QA and testing. Is there anyone else out there who uses SDP that thinks differently or is everyone else with me that SDP Should hire more QA techs and get at least 50% of the major bugs worked out before releasing a new version. If you are not going to do this please do not force people to upgrade to the most recent
Survey Results
Can someone help! I've noticed that pur survey results have suddenly changed the order in which they are displayed, it is now totally random whereas before today they displayed in completed date order. This might sound trivial but its now impossible to identify the new surveyed results. We are using build 7505.
Ticket ID increment MSSQL
Hi We need to start ticket numbering at 30000 as we are migrating from an old install to a new one. What table in the MSSQL servicedesk DB do I need to edit to increase the counter? Cheers
Solutions Subject Lines are Truncated when searchign
Is there anyway to extend the number of characters when searching for a solution. This has changed since a previous version. Please see the included screen capture to identify what I am talking about.
report, wich tech closes most cases in a month
Hi. im looking for a query on wich technician that closes most cases in a month. can anyone help me?
Requester allowed to view - settings get overwritten from AD
Hi, when I change the settings of "Requester allowed to view" the settings get lost after a Active Direcory sync. This is really not nice as I have to change the settings for 20 people each morning ....... Regards, Florian
Request type report
Hi guys, I want to run some reports involving the request type field. Unfortunately, when creating the report the Request type field is unavailable. Can you guide me please in creating a query report that shows the percentage of incidents, service requests, requests for information. I would also like a second report that shows the percentage of incidents, service requests, requests for information per technician. This reports should display the data from the beginning of the year no matter if the
Today date in a custom filter for requests?
Hello, can you tell me how I can use a 'today' in a custom filter for requests? Thank you.
Business rules
Is it possible to set the Mode using a business rule? We don't see it as an option. Although most of our tickets are via email, we have a custom form that includes "original mode of contact" with some options. I'd like to use a business rule to set the mode based on that phrase in the description. If not with a rule, any suggestions? Could this be added as an enhancement request? Seems like you should be able to set any of the fields using a business rule. Thanks.
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