Tasks - Viewable as a Filter with Requests
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Deleting discontinued workstations in SD plus 7
I have an issue with old Workstations that are no longer connected to the domain. (typically old machines that have been disposed of) For how long does SD keep record of these workstations? They create a lot of "noise" in the reports if they are not removed after say 90 or 120 days. In the Admin Tab I can delete the assets history after 90 days - but the asset itself remains in the system Please Advice
Startup loop??
Good afternoon - we noticed a few minutes ago that we couldn't access the ServiceDesk Plus application through the web browser (although it had been running well up until then). When I looked at the server it was asking for a reboot due to some MS patches that were applied. When I restarted the server I noticed that the ServiceDesk Plus application seemed to be in a start up loop where it would appear to be loading and then restart the load process. Finally I found two errors in the event logs that
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
Technicians email replies marked as requester
Hi, at the moment if the technician assigned to a call is SD+ replies to an email alert from SD+ about a call assigned to them or updated by the requester, SD+ will log it as an email from a requester and then send an email back to the technician with response details. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+? Cheers
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
JBOSS JMS Monitoring
Hi, I'm trying to find a counter in AdventNet Application manager that can monitor counters on JBOSS JMS messaging but failed. Please confirm if it's possible to do so and if possible, how can I go about doing that ? Please let me know ASAP. Thanks. With regards, Alex Chua
Survey Page
Hi, On the survey page, the comments box reads: "Any other Comments or suggestion" Apart from the gramatical error of the missing "s" on suggestion, is there any way that we can change this? I would like it to be customisable to my organisation (ie. "'please add any comments and suggestions that you may have about the SDDC Service Desk") Can I change the page source code? If so, what page is it, and where can I find the source?
Removing ALL assets and users, clean slate
Hi Guys, I've sent this email to support but didn't get a reply so I thought I'd post here incase others had done the same thing. Cheerio Hello Support, We have not yet upgraded to 7018 (from 7011) due to some worrying threads made on the forums and will probably wait until ServiceDesk 7.5 is released before upgrading. In the mean time, I believe if we remove our assets and active directory users and then re-scan the network and re-import from AD it should fix up a few problems we have. Could someone
Help with email setup
Hi Support, I am currently having difficulties in two areas: 1) I have been trying for some time to have users generate emails from their outlook 2003 client machine to a "help desk" email group which would then automatically create the message within SDP (is it possible )? i have been trying for some time but no luck, nothing comes through i presume that the mail fetching area would trap emails and then create the request automatically, well if possible that is but it appears as though the incomming
Duplicate Computer names under different asset states
We are running into an issue with ServiceDesk with swapping out computer hardware. An example is that we have an old computer (COMP-A). This computer is currently in ServiceDesk as an asset. We are replacing COMP-A with new hardware. The old hardware is to be discarded. Even though I switch the asset state to disposed on the old COMP-A computer, I cannot add the new COMP-A computer into ServiceDesk because it detects it as a duplicate. How can I get ServiceDesk to allow for the tracking of disposed
Adding name of the caller (requester)
Hi, Is there a way to select the requester name if its a ticket logged by a call.. We have people calling in which have to be put in as requests by others in office but the requests logged need to be in the name of person calling in (though he is not logged in).. is there a way that can be done with servicedesk plus.. Thx.. Srikanth
Audit History Report is blank :(
Clicking the details report from the asset side of helpdesk I select either Choose Audit history report Audit history by Workstation Audit history by Time line Audit history by Changes Select a date Click Run Report And I get a blank page? http://helpdesk/AuditHistoryReport.do Has anyone else experienced this?
Cost Centre Codes
Hi, We have upgraded to 7017 and like the Cost Centre field in the PO section, but we are unable to add any. We receive an error ' Already exists' no matter what text we place in the Cost Centre Code field.
report RAM sizes issue
Has anyone got this quirk- In reports there are 2 for workstations with less than and more than 256MB RAM. If you go to edit these and look at the filter, it reports memory as 262144 Kb yet to edit this it is then 256MB. In reports we make where you want to filter on machines with 512MB or RAM, we have to put the filter value to be 512000 and it then shows this as 524288000. Both of these fields are an order of magnitude out it would seem. I enclose pic of the filter value we had to use to filter
Customized Request Forms
Hopefully someone can help me. I am trying to set up request templates but feel that I may be looking for something this product does not offer. I want to create a specific template with specific fields that are only viewable when selecting that request. Example: please see attached document when I'm creating a new template it appears that the fields I create show across all templates not just this specific one and I can only limit the viewability to the user and not the technician. Please let me
Duplicate computer names in different asset states
Is there a way to have 2 computers with the same name exist in ServiceDesk? We are constantly retiring old hardware, and still need to track it. We switch the old hardware to 'disposed' in ServiceDesk, but get an error when trying to scan the new workstation with the same name. What if we move it to a Non-it asset category...would it then work? If this cannot be done, can it be considered for a upcoming hotfix? It is very critical that we are able to show auditors the entire lifecycle of our hardware.
ServiceDesk is not accessible in Windows VISTA OS
Greetings Servicedesk is working fine with XP Operating system but NOT with Vista Operating system. Prompt action is appreciated.
Feature request: permissions overhaul
Lately I've been seeing a lot of disconnected feature requests regarding similar issues. Since the AdventNet guys seem to like new suggestions, I'm going to try to start putting some of them together in the form of major feature revision requests, starting with this one. I'd appreciate it if one of the support guys would make this a sticky thread. 8) The current permissions system is both vague about what privileges actually fall under the permission levels, and limited in the ability to be tweaked
TRANSLATION!
If somenone knows how can I "translate Helpdesk"? I know there's a file wich contains .txt file, but I forgot path! It's very important! :!:
changeWebServerPort.bat
Hi, I changed my webserver port from 8445 to 8080, but when I send a e-mail with ServiceDeskPlus with a link, i'm getting the 8445 portnumber with it. How can I change that? Thanks!
Can not produce report that includes Resource Serial No
I need to produce a report that includes Resource name and Resource serial No. It seems that Resource Serial No is not part of the list of choices. Any help with this would be greatly appreciated. Michael
Architecture recommendations
I'd like to hear what other SD+ users are doing for hosting this product in terms of overall architecture. My plan is to put the app on a Server 2008 VM (VMWare ESX) and the database on a SQL Server 2005 farm. Does anyone have any suggestions for what works best with this product? I'd be especially interested in how this works in a 64-bit OS environment.
Internal vs External Resolution
Is there a way to do both an internal and external resolution? Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed. For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work. The resolution currently entered is usually the steps the developer performed, followed by the request for the
Network Device Scan doesnt work
Hi, I am user of SD Plus and i trying to scan cisco firewall and router with appropriate SNMP Community String and ssh credentials, but i get the scan result as "Unknown Failure". Is there any reason to this? Regards Samad
Removing sub-category
Hi, we have a sub-category we don't wants to use anymore. How can this one be disabled. or do we have to remove it. And what will happen with the old request, who have this sub-category filled in? Jeroen
odbc Connection
We are very interested in buying the package but before, we have to be sure that we can extract data from the MYSQL database. We have downloaded an ODBC Driver for Mysql and we would like to know some information like User, pwd, database name, etc. Thanks!
Average Completed Time Report
Can anyone tell me a way to get a report that gives me the average time to complete all requests? Thanks
Task Tab
Is there a way to put a tab after Requests that is for Tasks? Right now one can only get to it by going to the Home Page and then hitting the Show All button in the My Tasks section. I would like to have a way to get to this right from the tabs at the top. If I am missing something or someone found a way to do this, please let me know. Thanks.
Cost per department report
Hi Folks, New to SDP & just building some reports to try it out. I want a report which I can run each month & find out from the work log, the cost of that months work for the department & invoice it internally. I cant find one like this already done & cant really see a way I'd do this - any tips? Ta!
Need some info on SLA escalation
I know I could figure this out myself given enough time, but I'm kind of being rushed. Can somebody who uses SLAs explain to me how the escalation part works? Here's the scenario I'm trying to setup: [list=1:c8d5ee69bb] * A request gets created in a certain category with a default technician assigned, and an SLA is applied to it that says it must be resolved within 1 day * If a day goes by with no resolution, it will trigger level 1 escalation which escalates it to another technician The part that
About AD / Windows Domain Scan problem
Dear Support Recently i am testing the Build 7018 with a fresh install. I can't import the user from AD and the Windows Domain Scan is also no working. (SD+ automatically scan all my domain and listed as Public domain at the Windows Domain Scan after i install SD+) When i try to import the requester from AD, it throws General failure while performing the operation. So , i try to delete the domain at "Windows Domain Scan" and recreate it myself to see whether it helps or not. It throws the following
Who deleted change
Hi, How can I find who deleted a change order from ServiceDesk? In the log file doesn't seem to appear something about who did it. Thank you,
hiding quick create
Hi All, We are trying to force our users to fill out the request forms fully by having mandatory fields. But the little buggers have found that if they use the quick create method then it by-passes a lot of the mandatory checks. Is there anyway of either hiding the quick request or making it force users to fill out all the mandatory fields??? Cheers, Phil
SD+ 7015 to 7018 trashes Servicedesk on MSSQL
Oh joy its trashed but again and my test machine using mysql its fine, why does it hate mssql so much? Oh well there's my rant now for the joyfull reinstall only thing I like is the backup was taken and that the automated helpdesk backup files stopped around a month ago
SD crashes while scanning assets
anybody else experience this? locks up my server to where the application is slow and only a reboot fixes it. sd 7.0.15 windows 2003 server vmware 2gb memory fyi -doesn't matter what version of sd i'm on. It's happened on prior releases as well.
Auto Resolve
I have a request template set up for a particular common job. Is there a way of automatically setting the status to Resolved as part of the template (maybe even Closed, but that might be a step too far)? Thanks
Newbie Question
Hi, Sorry for being thick here, but how do I assign a call to multiple assignees? For example, a request that requrie a number of people to carry out tasks in parallel... Thanks, Davey
Overdue Request Report required
Hi Guys, I have searched and played in the report tab with no real luck, so am hoping someone here can? I am in need of a report that will produce a list of requests that are Open and how long they have been open, and I would like to group by something like less than 1 week old: 1-2 week old 2-4 weeks old over 4 weeks old This is to determine the IT dept number of outstanding requests and to determine how many are overdue. Hope someone can help
Does anyone know when 7.5 will be available?
I was just wondering if anyone knew when 7.5 is supposed to be available?
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