Escalations
How do the escalations work? when the escalation is done, are calls transferred or it is just a notification? I would like to set it up in such a way that before an SLA is violated, the Technical Supervisor is notified but not have the call transferred to him. how can i do that?
Tech modifying Due date
Hi, It has come to my attention, that it's not possible for a technician to change the due date of a request, only the admin kan change this parameter. Is there any plans of changing this, and if so; when? Thanks in advance. Regards Rasmus V. Jensen
Summer hours in Brazil - Service Desk Plus 6.0
What is the procedure to change the summer time in the service desk plus 6.0 in the history of notification and date of creation of the request. Gaia
Sample Category Groups, Sub Category and Items
Hi, We are implementing our service desk but we are struggling to setup the category's, what Category's and sub Category's do you have? We have 8 Category's each with about 15 - 20 sub category's at the moment but I feel the way its laid out will be to confusing for our users. Cheers Stu
scanning machines
Hello! Is it possible to scan all corporate PC's for hard/soft-ware configuration at once, not one-by-one?
User-->Asset Auto Assign
I have a questions which may be more of a feature request. We are using the auto-assign Asset --> Users feature which seems to work by Assigning the Asset to the last logged in user. Is it possible to have this done automatically so that anytime a user logs into an asset they show as a user of that asset? It would also be nice if the system could then "guess" the assigned user by last logon, number of logins etc. The problem we are currently having is if a computer gets auto-assigned to a user which
Filter by Request Type
I want to add Request Type filtering to a report. Which table do I get that information from?
Resource Tag and Barcode Randomly Disappear
Hi We are trying to populate the Resource Tag field and Barcode Field with the asset tag number but have noticed that once populated a majority of them disappear. I am using build 7020 but have seen this happen in previous versions too. I do not understand why some are retained but others disappear, this is getting rather fustrating as we have spent alot of time populating this and now have to do it all again. Can you please look into this with some urgency so that i can re-enter this information
Domain Scan
When I am doing a domain scan, it overwrites a workstation entry if it has the same Service Tag. Is this normal, if yes, how do I deal with workstations who has the same service tags. I'm currently testing the latest build. By the way, I think the 5.0 version does not act that way.
Self Service Portal
Hi I have just added a number of request templates with the idea that my users can be lead to providing the correct information by choosing the most appropriate template. However, when I log in as a "normal" user the ability to choose a template to base the request on does not seem to be there. Is this by design or have I missed a configuration option? Thanks
Approving Changes - Non Technician
Hi I am interested in the change management module of servicedesk and currently reviewing it in the 7.5 beta release. I have created a CAB and assigned a requester to it, i want this CAN member to be the change approver. When i log into servicedesk as the requestor there is no CHANGE tab and i cannot find a way of approving the change. Do i need to make the requester (change approver) a Technician so that they can approve the change? Regards Mike
problems to restore the database ServiceDesk
to execute the command to load the database me the following error. and the database does not load please help it is urgent
Forward not showing in History
We are currently using build 7011. When a certain type of request comes in, the Technician forwards the request to an outside vendor for resolution. I am not finding any record of the forward through either history or conversations. Any help?
Users roles requests, but not see old requests
Hello Is there a way that a user can be granted permissions to be able to create and view open requests with the option of them not to see closed requests? I think this would be a good thing. That way if you have technical info that is way beyond the users capabilities they can just look at that and attempt it. only to make things worse. if the feature is not there can it be added to an update. thanks,
Email attachements not received by regester
Hi, we have found impossible to send email attachment to some email servers. The email is being sent correctly from our mail server. Problem is on the other side because Mac OS mail client and some mail servers ignore attachment which are "multipart/related". Right configuration for sending attachment should be: [b]Contect-Type:[/b] multipart//mixed "multipart/related" attachments are often used by SPAM senders to incorporate images into text message, therefore some spam filters/mail servers/email
Assets - Workstations v Servers
I am a little confused by how SD+ handles workstations/servers/laptops as assets. We are just about to deploy a new server and when I add it to the assets and select SERVER I get a different/reduced set of fields compared with WORKSTATION. When we scan a network, any new servers get scanned in as workstations with the "full" details that we require, is there a way to then label these as servers rather than workstations. Thanks in advance - Terry p.s. when I try to delete the "server" to re-enter
Change - Make an announcement
Hi there, Is there a way to customize the contents of the announcement generated from a change (ie: in a change click Actions and Make an announcement). By default it includes the title of the change plus the resolution. I'd like to change this so that it includes the discription and roll-out/backout plan. Is there a way to change this in the same way we can customize email notifications (set the variables), or by editing the DB in some way? Many thanks, Mario
Custom Report
I would like to generate a report that gives me a table showing the categories and a count of the total number of calls that have been completed and those outstanding. please find attached a sample of output please assist
Removing product type.
When I'm trying to remove product type from SDP I got following error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,224,784,601,700. Any suggestions? Thanks, Sergey
Searching Notes?
Hi We make heavy use of the notes fields but I have noticed that when you perform a search the Notes data is ignored. I see there have been a few requests for this in the past. Is there an intention to include this functionality in a future release? Thanks Gordon
Query Report Error
I am trying run the Survey Overview Report but the query given below will not run. It gives me the error : 'FROM_UNIXTIME' is not a recognized function name.' please assist SELECT wo.TITLE "Request Title",aau.FIRST_NAME "Requester", DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000),'%d-%m-%Y %k:%i')"Request Created Time",ti.FIRST_NAME "Technician",DATE_FORMAT(FROM_UNIXTIME(wo.COMPLETEDTIME/1000),'%d-%m-%Y %k:%i') "Completed Time",sum(sadt.RATING) "Rating" FROM SurveyPerRequest spr INNER JOIN SurveyPerRequestExt
Disabling the "re-open a closed request" on mail f
Hi, When a technician add a resolution and close a request, a mail notification is sent to the requester - this works perfectly well. But it happens sometimes that a requester wanting to say thanks to the technician answers the mail notification... so the mail fetching service catches the answer, and automatically re-open the request ! Is there a way to disable the re-opening mechanism ? thanks in advance ;)
Service Desk Plus unable to fetch mail
Service Desk Plus unable to fetch mail. I get the Error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Authentication Failed using the given username and password. However; the username and password are correct.
Bug Incoming mail settings ?
Hello, If i try to connect to a POP3 server running on a nonstandard port on the same machine as SD5, SD5 tries to connect to the other POP3 server which runs on the standard port and doesn't use the port given on the form. Is this a known bug ? Will it be resolved ?
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Purchase reports including cost centers
We are looking to generate quarterly purchase reports, showing the cost center for each purchase order. We could then see which aspect we are spending the most money on and compare it quarter by quarter. The option to include cost centers in purchase reports doesn't seem to be available. Is this possible in the current iteration of SDP? Many thanks Neil
Requester department view
We have a few client heads that have requester accounts, but they would like to be able see all the tickets that have been created by their department. How can we set that up on their requester account?
Changing requests to problems
How does one change e-mailed requests into service desk into problems??
ae_scan.vbs for Mac's (apple)
In Asset Explorer and now SDP 7.5 we are able to use the ae_scan.vbs file to scan the PC's using a login script. This file seems to simply create an XML document which is submits to a URL on the SDP server. Has anybody, or is it planned to write a similar script to collect data from the Macs and *nix computers on the network. We are currently evaluating SDP to replace a number of our tools, and the lack of Mac inventory is currently the major drawback for us. We have a 30/60% split from Macs/PC's
How to Convert Assets to Software Licenses
Is there a way to convert items entered as assets into Software Licenses? Prior to Software Licenses being an implemented feature, we had used asset categories to track software - but now we would like to convert it to the proper system to make use of the software integration. Without having to re-enter (and then delete the assets), is there a way of doing this?
Manually added server.
In case of the problem mentioned here. I had added server manually. But I can't enter resources for it: ram, hdd, cpu, os ... Why?
Simple message ability
Is there any way to send a message to another technician without it having to be in a request or via Email. For instance , a telephone message left for another technician , when that technician returns they get notified that a new message is there for them. I know it is possible to have something similar using tasks but its not quite there .
Domain Scan - workstation entry
When I am doing a domain scan, it overwrites a workstation entry if it has the same Service Tag. Is this normal, if yes, how do I deal with workstations who has the same service tags. I'm currently testing the latest build. By the way, I think the 5.0 version does not act that way.
Default asset selection
When an email arrives and is fetched by the system, it appears that the system automatically selects the user's asset if there's only one. Can this be configured somewhere? I'd like to turn that off, because many times the request has nothing to do with the asset.
2 instances of helpdesK
if i have 2 instance of helpdesk HD1 and HD2. if i have to forward a request in HD1 to HD2, then HD2 sents an acknowledgement to HD1. once HD1 receives the acknowledgement, then HD1 inturns sents acknoeledgement to HD2. each of these create new calls and it goes on. so both instances keep on acknowledging each other. how do i manage that? and i cannot remove the acknowledgement mail since we want to acknowledge the end users every time they log a call.
Safari
I use the service desk but my machine is a MAC so I use Safari instead of IE. Everytime I click on something I get a message saying that ServiceDesk is not compatable with Mozilla. I click OK but it comes up everytime I click on something. I understand that people need to know that it does not work well with Safari but this is annoying. Is there any way to disable this message? My boss also has a MAC using Safari and all I here all day is "I'm not using F*** Mozilla!!!". This is more annoying than
Incorrect Processor Type
Hello We have recently started purchasing Laptops with the new Centrino 2 processors. When scanned with Servicedesk it is showing them as Pentium 3 Xeon Processors. This is not a major issue, but a bit annoying when creating reports. Many thanks Graham Build number 7018
Remove Delivery
How do I remove a delivery record and its associated asset? I presume I need to do this in mysql Thanks in advance
version 7.0 can do another upgrade
Do I have version 7.0 can do another upgrade with the same license that I have? Will this cause any problems in the normal operation of the software?
Attachments not included with emails
Attachments are no longer being included with emails. They are still part of the job, but are being stripped off before going to our exchange server.
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