Business Rules - multiple criteria for SUBJECT
When applying a business rule, we would like to be able to add multiple CRITERIA CONDITIONS for the SUBJECT line. For example: We would like to be able to set a rule so that if the subject line CONTAINS "SAP" but DOES NOT CONTAIN "ASAP", the ticket is automatically assigned to the group SAP. As it stands now (SDP 7015 on MSSQL) if we add the criteria for SUBJECT > CONTAINS "SAP", when we add the second critera condition for SUBJECT > DOES NOT CONTAIN "ASAP" there is only one criteria applied and
Upgrate SDP 5.5 to 7.0
How to upgrade Service Desk Plus Version 5.5.0 Build 5502 to Version 7.0.0 Build 7017? Anyone has one step by step? Tks.
New technicians summary page
Would it be possible to create a new version of the home page that would show for the logged in technician a single list of all Requests, Problems, Changes & Tasks assigned to them, sorted by Priority, Due Date, Category? The problem I have with it at the moment, is that my guys need to go to the different tabs all the time to find if they have anything to do, and having them then try to determine the priorities of which one to do next is dfficult. It would be good if we could have a single list
Change M. - Seperate "tickets" based on Group memb
Hi, In the Enterprise version, there exists features that enable system administrators to arrange tickets in Incident Management so that members of certain Groups can only view service requests (tickets) logged in a specific category. This is a super feature for us. We have a lot of small support divisions in our company handling user issues for a lot of small systems, and with this we can create groups for the different systems ensuring that the members of the different support divisions can only
workstation -> add software, can this list be sorted
as the title says, can i sort the list to show up in alphabetical order or in any order
hollas limma
hey , please ban me , im a stupid girl i like to write weird things and to flood ! Thank you , sorry for inconvenience bebebe lililil mamam nenen
Problem with import requesters from AD
I have the domain forest and I can import requesters from one domain only. This domane where located SD+. I used domain admin account for import data. When I try to import I see the window with OU, check OU and take the message "Requesters Import, Failed..."
Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Critical Error received by email
Gents Can you please advise as to what this error refers to Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com java.io.IOException: Logon failure: unknown user name or bad password at java.io.WinNTFileSystem.createFileExclusively(Native Method) at java.io.File.createNewFile(Unknown Source) at com.adventnet.servicedesk.tools.SDBackUp.createBuildInfoXml(SDBackUp.java:838)
Retrospectively Link Assets to POs
Some of our IP assets have been auto scanned into SD7, before they were received through the PO module, is there are way of now linking these back together?
deleting a PO
OK, I am the administrator in SD+ I created a PO. It was approved by another tech that has the role of SDApprovePO. The PO has been marked as recieved I now want to delete the PO but I get the following error. The error message is less than helpful to identify where the trouble lies. Any help? Support? Thanks, Anton
How to insert DateTime values
I have a need to insert an entry into the notes table manually....but I can't figure out what conversion you are using for the notesdate field. How do I insert a date?
Can't get Email module working.
Hi, I'm a new user of servicedesk plus. it looks like a great tool, but i'm struggling to get the email module working. i've input all the settings correctly [i think]. outgoing messages work fine, but the system doesnt pickup incoming messages. I'm using MS Exchange server on the same LAN - does servicedesk work with MS exchange? I left the incoming mail setting set to POP, but changed the port to 25. all authentication info is correct, but when i click the 'start fetching' button under Admin i
Network scan
Hello, I am attempting to perform a network scan to discover one of our managed switches. I've entered in the IP range in which the switch resides, as well as the correct SNMP community. However, when I perform the scan, I get the message: FAILURE :Domain login name and password are not configured for the domain invoked for scan. Please configure domain login name and pasword to scan the domain. The switch is not part of a domain. Is there any way to perform a scan purely using the SNMP community?
Blank page after login
After adding a new request the the start page from ServiceDesk Plus (7000.17) is blank. The login page displayed normal and you can login, but after the login you only see a blank page not the startpage. How can we fix this problem?
Task History
Something pointed out by a colleague today that I had not noticed previously: When a task is logged the recipient of that task receives an email. That works. However the email is not recorded in the conversations section of the task. Nor does it appear in the history of the call. Our concern is that if the the technician deletes the task, there is no record that it ever existed. Am I missing something ? If not can we please add the task to the history tab and/or record the email. Preferably both.
Hey how do I?
Does anyone know how I do this?
Edit/Update Request Details and Requester Details Bug
Hi Support, I am using Build 7015 and when I try to edit the Requester Details (Custom Field [Text box])from the View Request, and click Update. The value for that field is not saved.
Searching for a requester - blank window
When creating a new request, we are trying to add a requester from the Requester List by searching for them and hitting the Go button. When we find the person we require, we click their name to select them. We then get a blank window that must be closed manually. This happens in both Firefox 2.0.0.14 and Internet Explorer 6, SP2 We are using Version : 7.0.0 Build Number : 7015
Feature request: Send notification e-mail based on priority
Would it be possible to make it so that we can set the HelpDesk to only send notification e-mails for requests over a certain priority level? ALSO It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
Import old request to SDP
I'm starting to using SDP and I have and old Helpdesk application that can export its records to .TXT or .XLS. Is there anyway to import this records into SDP so as to keep history? Thanks a lot.
can not uninstall servicedesk plus.
hi, i am evaluating servicedesk plus and after the period has expired i can not uninstall it.So i can not reinstall it. any help? thanks.
Autoclose Request Option Breaks SDP App in build 7018
Hi all, I've just had to have a remote session with Adventnet to get my system back up and running. The request closing process under Admin/Helpdesk Customizer/Request Closing rules must be set to manual or you will end up with a system that you can't use. It slows the system to a halt and you can't access the requests tab at all. I have been informed a fix is being worked on and would like to thank Adventnet for a prompt response to my reporting the issue via my UK supplier (Networks Unlimited)
Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Ticket Sequence No. not normal
Hi we are still running SDP 6 seems our ticket no. sequence is not correct. i suspect something not correct. As no. of cases in a month is around 500-600 but the Ticket sequence no. jumped few thousands. any option to trace what happen to these nos ? all our ticket nos have subject line with ###23442## format, so each case will merge to its own. appreciate any reply on this. thank you. regards, vijay
Merge - Question/idea
I just realized that (using build 7011) when you merge two items and a user sends a request referencing the request that was "merged away" it creates a complete new request. For example - User Request creates ID 10 User Request creates ID 11 I merge them and end up with ID 10 User sends inquiry about ID 11 with ##11## in their subject Service Desk creates ID 12 with this inquiry I haven't tested the User Web Portal so I'm not sure if the user will be able to find ID 11. Is it possible in a future
Filtering on subcategory
I would like to be able to write a filter on sub-category. When I do this, it lets me save the filter, however, it will not let me use it. When I go to apply the filter, there is a syntax error. It seems like it is just true of the subcategory field.
Multiple Reports In One PDF
We are currently having to generate three separate reports into three different PDF / Excel files. Is it possible to combine these into one report file? The queries are below. SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.CREATEDTIME 'Created Time',wo.TITLE 'Subject',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status',aau.FIRST_NAME 'Requester' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Reporting on new request type fields
We can't use the wizard for quick reporting against the new request fields just released. Is there any ETA on this fix?
Work Orders
Are you able to create work orders in SD+? For example, we have a long list of items that must be completed when a new person is hired: they must receive email, they must receive a network logon, a phone extension, a computer must be set up, etc. Currently, we have created "Request Templates" which have all these requirements as individual tasks. However, we would like to know if there is any easier method or if these can all be linked as a work order so that when one is completed a) the master technician
TEMPLATES
If all fields are active in request customiser how can you keep them mandatory for template 1 but optional for template 2? If you select manadtory on template 1 it HAS to be mandatory on all other templates which is daft!
Need to edit request to have related key information change?
We just cleaned up our departments and got rid of a bunch of old junk (misspellings on department names, duplicates, etc...). Now it appears we have to launch into EVERY request to get rid of the old departments on our reports. This could take weeks. Immediately, when we launch the request the new department appears, but not until then. Is there any short-cut to getting these to show?
Asset Report based on Installed Software
Hello, I want to report on workstation specification for all workstations running a certain piece of software. This is something we regularly do on our existing system (SDP not yet live). I can't see how to do this because the workstation spec and the software are in different tables and the new custom query option only works with one table at a time (I think????). I don't know much about SQL reporting but I guess this is why I see all so many requests for bespoke reports in this forum. (I also agree
Add link to external site
Hi, is it possible to include a Tab or link in the Jump to menu to an External website? I want to have a Forum site besides the Service Desk. People have a lot a question and i want them to share their knowledge. Regards, Jeroen
Attachment path
Hi, Currently, the attachments are stored on the installation directory. Is it possible to change the attachment path, so the attachment can be stored on a different path or a different server? Thank you,
Arabic Support
Hi, I am wondering if your application support Arabic officially as unoffically it does ? I did download a trial version and tried to import our active directory users, which are all in arabic and it did work. The version which I installed was 7014 now today I installed the hotfix 7018. During the hotfix installation I noticed in the command prompt window that some of the data that was arabic was shown as ??????? marks as in dos prompt you cannot see arabic data. But after the hotfix installed, and
Drag and drop of documents and e-mails
Hi Team, A very cool feature would be to just drag and drop files and mail messages. Is this planned for the near future? At the moment we are getting a lot of e-mails in our Enterprise mailbox, problem is that we do not support IMPA4 or POP3. So we are not able to sent and receive directly so we type all the mails manually. Sometimes we have a lot of documents related to the call and adding these are very time consuming. Thank you
Notify Group by email when ticket closed?
Hi, I see that you added notify technician when ticket closed. That is great, but out other groups don't want to be bothered with our ticket notifications. Is there a way to only notify groups when thier tickets are closed? or have that added in a future release? Thanks for a great product and support!
Creating emails in Servicedesk - you MUST know the email add
When you forward an email in ServiceDesk, you have to know the email address you want to send it to. However when you start typing in a requester name into the requester field, SDP gives you a list of people matching that name. Why doesn't SDP use the same process for email as it does requesters? It would be so much better if I could start typing a name into the email address field and have a list of users to choose from, as well as having the ability to put in an email address which is not stored
Work Log
We are not yet live on SDP but IT staff are currently testing. I've had some feedback regarding the lack of formatting in the worklogs. Is this something that you guys running SDP find to be a problem ? Nothing much on the forums. And Support, is this any different in 7.5 or in future plans ? Thanks in advance
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