Report for the requests passes
Dear, We need a report where we can see how much the request (with connection to its sub-category/item) was passed between technicians till finally it will be assigned to the last technician. This statistics will help us to make categorization as easy as possible (we use categorization and Business Rules to assign requests to appropriate technician group). Could you please help us with this report? Thank you in advance, Vladyslav
Scheduler in 7.5 beta???
Hi I dont know if it is just me but i do not seem to be able to find the scheduler in this beta version. Can someone point me in the right direction or is it just not there. Thanks Mike
Adding attachments to tickets
It appears that after a ticket has been created, one has to edit the ticket in order to add attachments. I don't see this option under "actions" where I expected. Is there a more straight-forward way to add attachments to existing tickets?
Sending emails using Exchange
ServiceDesk plus will not send email notifications using Exchange 2003. I've added the IP of the server onto the "Allowed Relay" list and it's still not working. I've tried using Auth SMTP and not using it but still doesnt send emails. Any ideas?
Update departmen in Closed cases.
Is there some way to automatically update closed request whit the new User Department information imported from Active Directory. All new Requests gets the new info but not the closed ones, I would like to update this so I can get accurate reports.
Looking for description about XRumer 5.0 Palladium
Hello boys ;-) Anybody can give me link to the XRumer's homepage? Or maybe some information... Thank you very much!!! P.S. ��� �����...
Newbie ?'s (date format, Pass-through, multi-mailbox)
Hello all. I'm a new user and have a few questions I was hoping to get answered? I have setup the demo version of ServiceDesk Plus Professional build 7020. Everything is working fine, but I have run into these issues: 1) How can I change the date-/time-format shown in the request pane on incoming mail-requests? 2) Is it possible to make other users (besides the requester) get email notification about a given issue in progress? 3) I cannot get the AD "Pass-through" Authentication to work. The Active
Problems with Business Rules
Good day! We have ServiceDesk Plus 7.0.0 Build 7019. Business rules do not work, to be more exact we cannot form the rule. While selecting any criterion, it�s impossible to select Conditions.
method to send an e-mail based on a field change?
Is there a method to send an e-mail based on a field change? If a ticket is already created and a user or technician changes a field, say from low to high priority, I would like the system to create a mail notification. Since the ticket already exists the SLA and Business Rules will not work as they are only applied to new incoming tickets. Any ideas?
Reports by All Requests - not close to number of call IDs
When I run a reports on all requests and set the dates specifically to cover since when we started using SDP up to todays date, it reports about 10000 call entries. However we are up to request ID 17700. On the basis that each new call ID auto incremnets by one each time, then we have a discrepancy between our call IDs logged and what SDP reports are reporting ? Discrepancy of nearly 8000 ! Whilst Im prepared to accept that some calls are deleted and others are merged, this wouldnt account for anything
AD Imported users - can't tell which domain they came from
The AD user import function works great. However, after importing users from two domains, I don't see a way to tell which domain the user came from. My issue is I'm ready to turn a few requestors into technicians, but these folks have accounts in both domains and I'm not sure if the account shown is for one domain or the other. Their account names are the same in both domains. I'm not sure why we only have a one-way trust, but I'm working on that so the accounts in the other domain can be eliminated.
Right to change due date
We have role Tech 1 line, and give right to change request end other changes, role IM have full right on request But tech in this role dos not have right to change due date on request SDP 7020 MSSQL
Scanning Assets on Multiple Domains
We have recently purchased ServiceDesk 7 (Build 7018) and are experiencing a few problems when trying to scan some of our domains for assets. We can scan the child domains of were the helpdesk sits but cannot scan any of the other domains, we keep getting the following message: Connection to RPC server in the workstation failed. Having looked at the forums I can see that when you get this message it is advisable to allow Remote Admin through the firewall. I have tried this and this fails. We have
Close Accepted : No
Ok, maybe I'm missing something but how do I change this to Close Accepted : Yes? I have looked every where and searched this forum but have found nothing. Thanks
7.5 Release date
any news as to when this will be released.
allow requester to see requests in more than one department
currently there is a check box in the requester admin portion of SDP. The problem is have several managers that oversee multiple departments. Is there anyway to allow them to see all requests from that department also. This would be a great help. If there isn't does anyone know of a workaround that is worthwhile to use, not something that is gonna create more work. Currently I dump out reports weekly for each manager that has multiple departments.
Report Mailing in PDF/XLS/...
Hello, We have recently moved to Exchange 2007. We use the report scheduler to weekly receive a report of open requests and all. Only a few users in our department are already using Outlook 2007. Seems that all outlook 2003 clients don't see the attachment in the email that is received. On my outlook 2007, the same email can be opened, and the attached PDF/XLS is there without any problems. Also through webmail for all users. Only the Outlook 2003 clients don't see the attachment in the email. Anyone
Request Colour Code in 7.5
Hi I am one of the original requesters of this feature and it is nice to see that it is coming in to the next release. I am not sure you fully understood the request though. In my opinion it would be better to have the request change colour to indicate that it is getting nearer the due by (SLA) date Green - OK Yellow - Due by date near. Orange - Due today Red - Overdue You could even base this on a percentage of hours remaining against SLA The use of colour to indicate what the priority level is
What is the most stable 7 Build?
Hello, I currently support a small scale deployment currently running 6.0.0.6015, and have been browsing the forums to try and determine the most stable 7 build. I'm thinking 7015/7016 appears to be a good build to start with (before 'moving' to the latest 7019), anyone else have thoughts on the matter? Thanks.
Upgrade from SPD 7.5 beta to final when released...
Hi Will it be possible to "upgrade" from the beta version of SPD 7.5 to final when it gets released ??? or at least import the database incl assets / changes / incidents. //Ren�
Any chance on a calendar view...can see certain requests
by type. Say we set up a category of PROJECTS or CHANGES. Would be nice to pull a calendar view of all projects or changes.
approval mail, attachment
Hi, i have an issue while sending Request/Change Request for approval. the email will be sent as HTML and approving party will be receiving it as attachment without anything at the message body. we have set email to "Plain Text Format", pls advice. build : 7018 is this a bug ? pls advice.
Remove default product types
Hi, Is it possible to remove the following product types: access point printers routers switches workstations There is not any options to remove or rename them. I would like to custom a new set of product types. Thanks.
System Log Viewer
Hi I really like SDP but what's the point of the System Log Viewer - it has to be the WORST thing I have ever seen (unless I'm using it wrongly). It does nothing more than telling you something has happened but it does not provide you with any detail. So if you get "Error Fetching Mail" for example - how are you supposed to further diagnose the issue if no additional info is given?!! Is there an actual system log (perhaps a txt file) somewhere that I can browse to see what the system's doing? Thanks
Servicedesk keeps crashing and restarting since 7020 hotfix
Hi Since updating to hotfix 7020 we have had problems with servicedesk crashing and restarting. This has got worse and are now at the point that it is unuseable. I have sent a support request through but can you please look into this asap as is preventing our department from functioning. Thanks Mike
how to send email to non technician
Hi, i want to send Change request info along with attachment to Non Technician, how to do it ? pls advice
CAB member cannot view attachment
Hi, i have a problem with attachment for CAB member. when i send it for approval, there attachment details are displayed and link disabled. how to enable such that they can view the attachment. my CAB member is not a Technician. our build : 7018 Pls advice on this.
Installing ServiceDesk on ubuntu Server
I would like to install ServiceDesk on Ubuntu Server (command line only, no GUI). Is this possible? If so how?
Requester view of Dept's tickets overwritten
We are using build 7011. I have checked the box on the requester detail to indicate "User can view all requests for their Dept." This works correctly until an AD import is performed. The value is then overwritten and the check box cleared. Has anyone else encountered this issue, or has this been addressed in a subsequent hotfix?
Annual PO report
I need a report that lets me analyse the purchases made over a period (annual) so that I can report back on budget usage and likely future expenditure. The supplied Purchase reports give me the total cost associated with a PO but not the item descriptions, but I need a query that gives all the data (PO, vendor, item, quantity, cost per item, cost code, date of purchase). I haven't worked out the data model to allow me to generate this report, and judging from other custom queries there seems to be
Asset Workstation Deletion
Can't delete any workstations. Using 7.0 build 7020 Would like to delete the entire Windows Domain scan and start over, but it won't let me delete the domain either. FAILURE :Database exception while deleting Workstation. : Lock wait timeout exceeded; try restarting transaction Please report the problem to the system administrator, with the Error Code - 1,224,001,761,524. FAILURE :Issue while deleting the domains. Please report the problem to the system administrator, with the Error Code - 1,224,002,358,588.
Help Sorry ( i russian )
Русскоговрящие здесь есть!? вопрос кто нить пробывал этого зверя подвязывать к какому нить Php движку!?
Purchase Order Customization
Hi there Is there a way to customize the end Purchase Order? We need a document that states GST rather that Sales Tax. We also need to adjust it to meet our Corporate style. If it is currently possible could you please let me know the file that needs adjusting. Thanks, Willow
Question about new Enterprise edition features
I am currently looking at the trial version of the Enterprise edition, seeing what new features are available. I am trying to figure out how the new Problem and Change modules interact with the rest of the system. In particular, I am confused about how Requests and Problems are different. It appears they use the same categories and many of the same information fields on the new request/problem forms. How exactly do they differ from each other?
Server Classification
Server classification is a one of function on Service Desk. "Server classification - Servers can be classified separately from workstations. " This function means that I can make a Server assets which are same configuration with workstation on the left side resource menu? I tried to make it but I could only make a normal assets for server not like a workstation. How can I make a server assets which are same cofiguration as a workstation? I don't want to make server assessts with separate group using
FAILURE :Error occurred while deleting Technician.
FAILURE :Error occurred while deleting Technician. Please report the problem to the system administrator, with the Error Code - 1,223,998,466,876. I am attempting to remove a user from the technician list because they have left the company, and I need to add a new technician but our license only allows for 8 people total. Everything I have tried so far has not allowed me to remove them from the list. I have tried to edit their details, delete them as a requester, change them in the active directory,
Data migration from AssetExplorer to SDP
Is there any standard tool to migrate data from existing AssetExplorer installation, which I'm need to remove to an existing version of SDP? Thanks, Sergey 'dreik' Kolesnik
SDP javaw.exe @75-90%, SDP very slow
Hello, as I wrote in another thread I tried to setup our production environment and had to stop the rollout. I installed SDP 7.0 and the javaw.exe is always @ 75%+. Web access is slow and would be unacceptable slow when 500+ users would try to use SDP. I installed 7020 but that doesnt made a difference. I am not sure, if I had this while evaluating the product, anyway... we cannot use it at this moment. Windows 2003 R2 Standard German on IBM Blade 8843 1 Xeon 2,8 GB with 2GB RAM MSSQL 2005 Standard
Can no longer import image in 'Self-Service Portal Settings'
Hi. This is specifically for the custom image for the session, not the logon screen image. I successfully imported different images before, but now it doesn't work anymore. This happened after importing an animated gif which was larger than the stated maximum. Did I break the poor thing? steven
Request Template with Resolution
I have created a request template with a resolution completed already. When a technician logs a request then the resolution is visible in the help desk request. When a normal user logs a request using the template they can see the request part but the resolution does not appear. Is there any way to edit the request template so that when a normal user logs a request the the solution is already there? Thanks, JP
Next Page