Request form - layout of the fields
Hi First time poster ! I'm tasked with creating a new layout of fields so that our request form looks it best. That means I need to move the fields around so they are grouped in a logical order. We are only talking about the 'Category' section of the form. Now, I have given each of the 12 "additional fields" a label the corresponds to the number next to each label when in the 'Requst - additional fields' view. 1 =1 and so on. When I do a 'request form preview' the fields are arranged like this. Category
refresh network workstation names
is ther anyway the sdp can clear off the workstations that are no longer on the network? i have some workstations which were renamed or removed from the network, still these pc's shows as assets in the helpdesk? how can we clear these off? in the active directory management we have disconnected those computers from network. y is it still shwoing in sdp assets???
refresh network workstation names
is ther anyway the sdp can clear off the workstations that are no longer on the network? i have some workstations which were renamed or removed from the network, still these pc's shows as assets in the helpdesk? how can we clear these off? in the active directory management we have disconnected those computers from network. y is it still shwoing in sdp assets???
Asset reports-Scanned Software
How can I produce a report that shows me much what the Scanned software view allows in SD+. I ideally want to create a report that can show me how many installs of a certain product we have installed and is able to be put into a pdf to supply to management I am currently filtering the scanned software and can see how many copies we have out there, but cannot produce a report with this info. Hope someone can help?
Reports viewable to requestors
Hello, Currently we list a bunch of projects in Helpdesk ME and we would like the company to be able to view them. How can I allow a certain category of requests to be viewable by anyone? I would really like that. -Wes
Fetching sent 3000+ emails to our help desk guy
so i activated email fetching b/c i cant get the opmgr to work with service desk+... when i did, our help desk guy got forwarded all the emails in my acct and the CTO's acct as ticket requests. how could that happen? isnt that a security flaw? anyone know how to resolve this?
Problem with time spent,
hi, when they exceed the SLA in an incident, this is not true in the calculation of the field overdue status, (see attached image) they used version 7 buil 7020, of service desk plus, I like to keep this information is properly recorded :(
Add a note - email notification template
Hi, I must be missing something here . . . Are we able to modify the email template to the technician that is triggered after I add a note to a request? I can't seem to find this template. I am using SD 7020. Thanks, Waydec
Certain Reports Viewable
Hello, Currently we list a bunch of projects in Helpdesk ME and we would like the company to be able to view them. How can I allow a certain category of requests to be viewable by anyone? I would really like that. If you could show me even how to allow a REPORT to be shown to everyone I would appreciate that. Thanks! -Wes
Fetching details from email requests
Hi, I know it is possible to create requests by incoming emails, but request is created only with title(email subject) and description(email description). Is there any other way to fetch other details of request over email? Thanks.
Asset History inserting incorrect date of change
Just noticed that with build 7021 the history tab on assets is showing an incorrect date for a change. We just assigned the workstation to a user and the date is shown as 7th October 2007 rather than 18th November 2008. UK install on Windows 2003, with SQL2005 backend. Server date time is correct and other elements of service desk appear to have the correct date/time. Please advsie if this is a common issue or one off and how it can be resolved. Regards, Andy
Technicians is not present in the letter
So should be? Good afternoon. Here such situation: the Employee writes the letter on a support service and puts in a copy of the head (the letter gets in SD + and receives the number). For the request the technicians is assigned. The head answers the letter of the employee and this letter gets to system SD + and receives the number. The technicians will unite these 2 request in one request . Now a question. If to reply the request 1 the name of the technicians is present at the letter. If to reply
Prevent Adding\Modifing Requester Details
Hi, I'm sure this question has been asked before but my searching is resulting in millions of results that aren't quite what im after. I'd like to prevent ANY user adding NEW requesters when creating a new Request. I don't mind them changing the requester to a different one if there is a mistake, but adding new ones will cause problems. Is this at all possible with ServiceDesk Plus Enterprise?
Import old data
We have purchased Servicedesk Plus but we would like to import our old data frin another system before going live with Servicedesk. Can anyone give me some detials on that? We are running a sql database now with our helpdesk, I believe the name is Liberum. Thanks.
"Sys Admin team." issue...
This is probably an easy one but after searching for 'sys admin team' i couldn't find anything.... I've been through all the sections and Helpdesk Customiser Wizard but can't find where to edit the emails so they're not sent with the signature of: regards, Sys Admin team. We want to be able to modify this but can't for the life of me find out where to do it. cheers
Servicedesk and OpManager
Good morning, We have been using Servicedesk for quite a while now and we recently purchased OpManager. Anyone using those 2 products and got them installed on the same server? Wondering if there's any issues doing so or if it is preferable installing them on separate servers. Thanks, skid
Firefox issue to install zoho plugin 7.5 beta
Hi I have this error with firefox 3.0.4 when install plug in Zoho to localhost : Status 404 - message block page type Status report message block page description The requested resource (message block page) is not available. Apache Tomcat/5.0.28 Is anyway to fix it ? Work fine in IE7. Thx
Any Remedy Converts??
Just curious if there is anyone out there that changed from Remedy to Service Desk. If so I'd like to know why as looking at doing the same. Dukester
I need to create custom report to show the follwoing
1. Requester/Technician name 2. Position 3. Department 2. e-mail add 3. phone number 4. address 5. Location region. Thanks a lot :-)
Unable to log onto Servicedesk plus
Hi Can some one please help me. Power failure crashed a DC and now unable to log in to service desk. It is giving error that the username or password is incorrect. I have used the crashed DC for credentials. regards Talpasai
Change record approvals
The documentation suggests that standard changes are the only changes which do not require approval; however, you can change the status to completed for any record. Is there a way to flag those changes which are REQUIRED to have an approval done? It would be great to have business logic on what CAB is required to approve certain changes but at this point any approval would be helpful. Thanks.
Creating custom report with opened & closed requests
I need to create a report that includes the following: 1- Requests opened at the beginning of the period selected. 2- Requests closed during the period selected. 3- Requests opened during the period selected. Is it possible with the report tool inside the HelpDesk to do that? Or do I have to use another tool like Crystal Report?
Due date
Hi all, i just wanna to know wich role or wich richts i have to give the user if he have to change the "due date"? thanks in advance
Backup file version
Hello, I'm wasting lots of time downloading versions of SDP @ the moment. The situation: I need to restore data from a backup, no problem. The problem is that I don't know the version of the backup.data file. How can I check the version of SDP when I only have the file as a reference. If needed I can post the file as attach. Opening it in notepad doesn't help. tnx
If You want to delete your site from my base today
to: Admin - If You want to delete your site from my spam list, please sent url of your domain to my emai: stop.web.spam@gmail.com And I will remove your site from my base within 24 hours webmastegz PS. As the previous address of an e-mail has been removed also all letters on it have been lost I is compelled to make this dispatch once again. PS2. To send url your site on an e-mail stop.web.spam@gmail.com is a unique way to avoid a spam from me. To write abuses to the various "stop spam" sites - it
Problems with Purchase orders
Hi is anyone else having problems with creating purchase orders. All of a sudden mine will not generate items e.g. if I want to add an item I have bought before it will just sit there. so I then need to create a new one to workarround the problem.
Printer IP
Hi, i would like to add a printer to my asset list, but there is no ip of my printer in the lists. How i can scan one spicial ip of this printer or do i have other solutions to add my printer? I can ping them withou any problems. thanks in advance
Requests by Technician report = wrong
Hi gang. I have just updated to V7 (build 7000). when I run a Requests by Technician report I get an incorrect figure. How do I know? We record each days statistics, in particular the number of calls remaining "not closed" at EOD. For the month of Oct this figure started at 403. At EOM it was 480. So that is 480 calls remained open (from any creation date) at EOM Oct. The number of new calls for Oct = 889. The Requests by Technician report indicates that we clsoed 898 calls. Thats 10 more calls then
I need to create custom report to show the follwoing
1. Requester/Technician name 2. Position 3. Department 2. e-mail add 3. phone number 4. address 5. Location region.
Major failure over the weekend
Hi, We had a major crash off the server over the weekend. SDP backup files just filled up & took all the disk space. The current Transaction log has shot up to 4.5gb it was 1.5gb on Friday (needs to be cleaned down anyway!). I think I know the issue, but just checking with you guys first :o) Looking at the system log viewer we've had quite a few mail_fetching errors. First one was - Issue in email fetching MAIL_FETCHING Sat Nov 15 11:42:32 GMT 2008 Mail fetcing is delayed ....due to schedule time=1226746662133
Custom Reports
hi all, I need to create a report to display the following info, on a weekly basis: 1] Number of open calls at the start of the week 2] Number of new calls logged during the week 3] Number of calls closed during the week 4] Number of calls still open at the end of the week I've tried to modify the existing "Report on Problems by Status" report, however I cannot find a field that will give me the total number of open calls at the start of the week etc. Has anyone else attempted creating the same/similar
Asset state and report
Hi, Is it possible to change or add values to "Asset State" combo? And second How can I generate a report of ownership history of asset(workstation)? Eventually report of asset in particular state (i.e. in Use) as a function of time i.e. how many assets was in state "In Use" toady, yesterday, etc. BR
Go live issues
Following registration over the weekend, a number of problems have arisen. I'm unable to close calls it states that the following fields need completing: category, priority, resolution, urgency, impact, request type. This raises the following points. 1. Not all of these fields are available to me. 2. Some of these were set by rules and templates. Some advise on how to progress these please, my stats are not looking good! Dennis
Change Managment
Hey Guys, We have been using the Service Desk to manage our Change management as a requirement for SOX. All has been working well for us, after a bit of playing around. one issue i have is that i need a report for the change that shows the linked incident, the details of the change, and also the approval status per line from the approvals page. I understand the overall change is approved by a manager, but we use it in the following way: User logs a helpdesk: Technician determines if it is change.
Request Timespent reports
We peridodically use this report to look at time spent against incidents. My question is, is there any way of extending this report so it also picks up executed time not only against incidents(request ID), but also that logged against changes (change ID) we have raised in any given time period.
How to report on Cost under Assets
Can you tell me how to create a report so I can find out what items in the Asset register have �0 cost. Thanks
How to do SDP and its MS SQL database "housekeeping&quo
How to do Service Desk Plus and its MS SQL database "housekeeping" (4S) ? What are tools, procedures, utilities, information?
My ServiceDesk subscription has DOUBLED in price!!!
We are a small business that have been using ServiceDesk for 2 years. I put up with all the problems, trials and tribulations and the growing pains - helping AdventNet advance their product, then wham bam I am hit with double the cost to renew. I am not a happy bunny as the reasonable low cost was one of the major reasons for sticking with the product. A lot of time and effort went into using the product and it looks like we will not renew due to the price increase. Does anybody else feel this way
Error message with 7012 version
Dear all, Since the installation of the version 7012, users have an error messages when they want to send a new request by mail. They have an Internet explorer popup error message exception : 'parent.editor' has null value or not an object (translation of a french error message) IE has the latest updates
Import helpdesk history
We have purchased Servicedesk Plus but we would like to import our old data before going live with Servicedesk. Can anyone give me some detials on that? We are running a sql database now with our helpdesk. Thanks.
Next Page