Planning requests like in a MS Project Planning
Hello all, for individual requests ServiceDeskPlus works superb. However, the department which I work for likes to see a planning for solving the requests. From time to time new requests appear and we have to replan our activities. This means other requests are delayed. This is something I'd like to see done with Servicedesk Plus. Who can help me? Is something like this allready possible or is this a great new feature ? Kind regards, Barry Sakkers
Can't Load SDP
Good afternoon - I have a user who is having a problem loading ServiceDesk Plus (Build 7011) on her computer. IE7 seems to load fine but when I try to load the SDP application the system opens up an empty page. This was working fine until just recently and I cannot track down what changed. I have tried loading this in Firefox it looked OK but we would prefer to have this load in IE. Any ideas as to what I need
How to Map Technician with Region
I want if a requester is from Region4 ( as defined in a system) the request should automatically assigned to the xyz group of technicians. How to define the same in system?
Report on Request by Asset Component.
Hi all, I wanted to generate a report on request group by asset component. Can someone help me with the query/link? The report should be displayed as below: Resourcesname, componentname, workorderid, description,firstname,..etc..and group by resourcesname. help me, eBay
7.5 Release Date?
What's the planned release date for 7.5?
failed domain scans
When I do a domain scan it detects 200 machines but only scans 40. We have Symantec Endpoint Protection and I think it is causing the problem as it has caused problems before. Is there a workaround for Endpoint? What ports does it scan on so that I can open those ports on Endpoint?
ServiceDesk Plus License file
I installed the ServiceDesk Plus evaluation on Suse Linux and received my license file "servicedeskplus_license.xml". However when I start the services I receive the Error Code : 485 Invalid License File?
SDP 7018 upgrade problem
I upgraded version 7012 to version 7018 and now the server hangs at "Application layer started" but never completes. I deleted the extracted directory under <SD+ Home>/applications directory and started SDP server again, without success. one rollback of the backup remained unsuccessful. Please Help me.
Bug - Table Schema Diagram, ASSETAG should be ASSETTAG
Just a simple one
emails from requesters-how to acknowledge
Maybe this is a feature request but in the table view of requests, when an email comes in the icon shows a red envelope. Is there a way to indicate that this has been read? I find that we are missing emails because we think we have read it when really a second one has come in. Thanks
New User Process
Hi, Just wondering if any one is using SDP for tracking a new\Remove user process. We are looking for a clean way to move away from our paper based process and onto an electronic method. While we have sharepoint server, we are hoping to use SDP. If anyone is using SDP to track user creation process please let me know. Regards John
Request closed but no email sent to requester
I have closed a request and the requester has later called to ask how progress is going with it, and I can see the tech has closed with a close note, but no email received by requester, and no email in correspondance of request ticket? Version 7008 MSSQL, has been fine for 7 months, and no I won't upgrade to new version yet!
Asset issues - missing product names for new assets
Since we updated to Version : 7.0.0 we have issues with the Asset area. When we create a new Asset the Product Name drop down list doesn't show all the products that are correctly entered in Asset management - product area. How do we get all the products to show up in the drop down list. Thanks! Ted
merging calls
how do you determine when merging calls, which call maintains the "ownership". For eg call 1 subject A details A1 call 2 subject B details B2 merge what is subject and details (A or B)
How to create SD as an icon on desktop of the entire network
Hi Need to know how can we make servicedesk to appear as an icon on the desktops of comps in the entire network.. so that the users can access login page by clicking that instead of typing url on the explorer each time.. Thx Srikanth
How to Stop Unassigning by Technicians
Can someone advise what i can do to stop Technicians unassigning request to unassigned. Is it possible to only allow techs to assign to someone else, not just the group level. We have a number of techs that prefer to change request allocated to them to unassigned and put it to another group than work on them. I know I can see the history of request but when they go to another queue they are kind of out of site. Hope this makes sense?
MS SQL Database Performance & Servicedesk
I've been doing some investigations into the performance of the SD+ DB on MS SQL Server, with a view to improving query response speed, specifically when searching for information contained in a request. I�ve noted a few interesting points. 1. The good news�. By using the SQL performance tuning wizard (I know very lazy of me) and a sample workload (activity) file I�ve been able to gain a 40% improvement in overall database performance! Essentially a result of series of new indexs and statistical
User Department Dosn't update
Hello We have scheduled a daily import of our users from active directory which seems to be working. We have been updating the "department" field which is successfully updated in the list of reqeusters. The problem is, that the users have already been auto-asigned to an asset, and the department field is not updating here? Is there... Anyway to refresh this data? Anyway to delete all the auto-assigned users, and re-autoassign? Thanks Bill
Email external vendor from ticket
I'm trying to email a vendor directly from a ticket, and the message keeps failing, but I've had no trouble emailing anyone in our system. Is it possible to email externally from within a ticket? If so, can you determine why I cannot?
Scanned software report
I need to be able to run a report that lists scanned software and what workstations it is installed on. I want to specify which workstations I want in the report. If I specify four workstations for instance, I need a report that says wht software is installed on those four stations in the following format: Software Workstations Adobe Reader WS1, WS2, WS3, WS4 Acrobat Standard WS2, WS4 and so on. Thanks
How can I delete the subject column from the request form
Hi Need to know how can we not have the 'subject' column from the requester form.. There is no option to deselect in the request form customizer.. We already have an additional line for our purpose which acts as subject line so can we anyway get rid the 'Subject' line..
AD Import Questions
We are working with the Demo version of this product and are pretty happy with the functionality. I was wondering if there was a way to mark accounts to not be imported again. We have a number of "service accounts" that get imported from active directory, if we delete them they are imported again. Is there a simple way to mark them as "hidden" or "disabled" so that we can clean them from the list? On the same note, is there any conditions you could put on the import, ie if not department, don't import.
What is the point of Regions/Sites?
What is the point of defining Regions and/or Sites if you cannot associate Requesters with those? The only thing I see when I edit a Requester is Department Name, and the ability to allow/disallow "Allow to see all requests for the department". Unless I'm misunderstanding how Regions/Sites pertain to other companies, I invision having each user associated with a site, with Regional Managers (other users) associated to regions, and granting the ability for Region Managers to see all frequests for
Audit report of User Roles
I need a simple report that shows a list of all of my users and which Roles they are members of. I can not see to find a single place to list that, the best I have found so far is individually under each technician where i would make the change. Hopefully there is a way to generate this in a report format for audit control reasons.
Generate Reports by Request Type
Hi to all, I want to create a monthly report sorted by request type, but I can't find request type on list. I mean, I have 3 (three) types of request types: "incidence", "support" and "maintenance", and I want to know how much requests were each on them. Any suggests? Thanks for your support Regards Jordi
Access SD on Win98, IE 6 (SP1)
We have a user who has a Windows 98 desktop. Ignoring the politics of why he has it and avoiding comments of what OS he should be using, is there any reason that SD will not load on his PC (beyond it being Windows 98?) He has IE 6, SP 1 installed. When you go to the main login page of SD, it loads a blank page.
Problem with growing server log file
I have logged a support email with SDP support, and they provided me with information on what files that can be deleted, but I see this as a temporary workaround rather than a resolution. I would think that SDP should be setup to clean up these log files. See attached screen shot for the path of the folder and the current file size issue we are encountering. Note, I deleted 4.46 GB of log files only 10 days ago because our server drive filed up. 1. Is anyone else experiencing this issue? 2. Does
Asset Scan - Unauduted Assets
Hi All, Is there a way to delete all unaudited assets from the system ?? I can identify them, using the show Unaudited assets, but there is no option to delete them. Thanks in advance LS
[7.0.0.7018] Change Report Title
Hi I have created many reports using "last month" and "last quarter" but it doesn't seem possible to change the report title when editing an existing report (only the report name at the end). As I only need to change most of my reports from "last month" to "last quarter", I have to create all reports from scratch. Would it be possible to add this feature into future builds? Graham
sms request notifier
Is there a way to make service desk to send a sms request notifier after specific hours
[7.0.0.7018] - Default Rules Moved
Hi Whilst testing the reporting features of SD+, I have somehow moved one the default rules into my own folder (see attached screenshot, highlighted in red). This default rule has also be re-configured :(. I have a feeling that I may have done this to a few others as well (where "edit" is shown instead of the usual "edit / delete" (highlighted in blue). Is there a way to restore the default reports without loosing my own reports? Graham
Viewing backup files
When I look in SD+ application uncder admin tab> backup scheduling, I can not see backups, however when I go to server I can see the files. Why would this be?? These were visible in the past, but during the last few weeks no luck?? help appreciated See doco for evidence
"Subject contains" no longer works
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
Create New Column in Request Tab Area
Is there a way or is there a plan to make it possible to add a new colunn in the Request Tab area. It would be nice to include an update column showing the last time there was item added to the work log. This way a supervisor can look at all the request and see when was the last time anything was done to the request. TIA Mike
Help with Time Spent report (Crystal Reports)
I am currently using Crystal Reports to build a time spent report, but I am having major difficulty converting the value in the MM2COMPLETEREQUEST field into usable data. I created the following formula for converting the info into hours: Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600) and the following for minutes: (({RequestCharges.MM2COMPLETEREQUEST}/1000) - (Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600)*3600))/60 but neither seem to work consistently. I also tried the following
Database permissions error applying SDP service patch
Hello, While trying to apply the service patch to upgrade SDP 7.0.11 to 7.0.18, the installation displayed a Database Permission Error and stopped. We needed to roll back to 7.0.11. I am guessing that our SDP database login does not carry the necessary permissions for this process. Can someone tell me what the permissions need to be? The details are: DB: MSSQL 2005 OS: MS Windows Server 2003 Thank you!
Report on Assets and associated Requests.
Hi, I would like to know how to write a query to list down all assets that have been associated to requests. Thank you. Regards, einas
New ticket via email and multiple ticket no.
Hi All Not sure how many of them having similer problem. we do fetch mails from mail box servicedesk@xyz.com case 1 : when the user send mail to above mail box, service desk will fetch and assign a new ticket no. - No problem with this. case 2 : user send mail to above mail box and cc to some other recepients, Service Desk will fetch as well and assign new ticket no. Problem here is, the person who received CC, reply to that mail and reply to all Service Desk will receive and assign new ticket no.
Acknowledge Requester by Email when new request is received
It's a minor issue resolved with customizing the template, but I just noticed the email in the Acknowledge Requester by Email when a new request is received assumes the user sent an email to open the ticket. If a member of the Helpdesk opens a ticket FOR a user, they get the same notification, which is worded as if they had sent an email (and, actually called the Helpdesk) FYI
Problems using "Contains" in reports and filters n
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
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