Can you add Survey Link to Call Closure Notification?
Hello Again! Just wondering if we could add a survey link to the actual call closure email. This is to stop the double up on emails, and we'd like the user to have a choice whenever there call is closed. Sending an additional email on top of your "This call has been closed" alert is overkill for us. Anyone got a way around this, or if Hima or bjm can confirm if this is impossible? Exciting stuff Thanks!
Preventing full computer names in the workstation scans?
Previously, SDP would scan workstations in as just the computer name. We'll say the computer name is "computer1." Now, it enters it as the FULL computer name so I end up with "computer1.this.that.com." How do I prevent this?
Purge old Category, Sub Category and Items
Is the anyway to totally remove old category, sub category and items from the system. All the old ones we don't want are marked as deleted, but i possible I'd like to delete them totally. We have gone through and recategorised all requests, changes and problems to the new structure. I'm sure after I created and item in error I was able to delete it but after a period of time you don't appear to be able to do that cleanse. Regards, Andy
size of attachments
The SD+ is configured to attachments up to 10MB. I need to change to 2MB, as I do that? Is that possible target these annexes to another disk drive and not at the same unit of the application. :?
Custom Report
I know you guys get a lot of these, and sorry for posting on it again, but I need a couple custom reports, and I suck at SQL.. I need: Time to Resolve - Once a request is opened, how long to enter the resolved state. And I know Ill be back when I can remember the rest.. :-\ Thanks in advance for all your help, and hard work! ben
unknown workstation
I have searched through the forum and has of yet been able to find a reasonable solution for my issue. Essentially all items that the scan cannot identify to SD's liking are labeled as unknow workstation. I as of yet have been unable to find a manner in which to manually correct the issue without editing databases or deleting whole groups of assets and reentering them manually. Both of which are unacceptable. If there is a procedure to follow to correct this problem or information regarding a hotfix
custom reports
hi i have been trying to generate a report for average time spent for a change but the report always returns an error. even when i go to custom reports, it has no field for time spent like there is for requests. i want to have the same for change requests. can anyone help me out on that?? thanx
Service Desk Plus: Error when setting a reminder
We are running Service Desk 7011. We encounter an error (Add Reminer: Failure) in ReminderDisplay.do when attempting to set a reminder that has reminder notes greater than 100 characters. This is probably a field size limitation but shouldn't the application not allow a user to enter more than 100 characters if it is beyond it's limits? Thanks!
Assigning a value to a field in multiple workstations
Is it/will it be possible to apply a value to a Workstation field, but to say 100 workstations at a time? I'm thinking along the lines of a rental charge for a Workstation that is the same for all workstations. Rather than having to go in to each workstation record and manually enter the value I would like to say "use this value for all workstations" similar to the Quick Configuration wizard that is available in OpManager 7. Thanks.
action taken on approval
Hi all i have created a template for access request, where in the technician has to take approval from the manager for further processing the access request. each time the technician sends a mail for approval, as soon as it is approved, he gets two emails. any idea y it happens?? thanks!!!!!!!!!!!!
Bar code on SD
Is there any way or any software that allow bar code reading into SD? Regards, Nuno
Changes - Assets
Is there anywhere i can see all the changes that have happened on a particular assett. I am wanting to go to the asset and see a history of changes that have been requested and approved against a particular server
Upgrade to 7 now or wait?
Hi All, We would like to upgrade to V7 (from 6.15), however would really appreciate some advice feedback on the V7.11 We are hoping that in V7 a few of issues that exist in v6 have been addressed. 1. Searches return a blank screen 50% of the time. 2. SD+ crashes intermittently with a 500 error / browser crashes when editing notes. 3. Over all speed increase over V6 Also what�s the general consensus: Is V7.11 up to the job in a busy helpdesk environment or are there some show stoppers in there at
Migration to Enterprise Version
Is it possible to change SD versions? If i have a "normal" version can i migrate to Enterprise version? If so what steps shall i need to follow? Regards Nuno
How to set standard language for all users in ServiceDesk
We have a standard ServiceDesk Plus license (not Multilanguage). In our demo all user got Norwegian as their language. When we put in the license-file all users got English as language. How can I set standard language to "NO"?
Uppercase username causes HTTP 400 Error
A user of mine is getting an "HTTP Status 400 - Invalid direct reference to form login page" error when attempting to logon with an uppercase Username. This issue appears to only affect Requesters. When a Technician or Admin enters an uppercase Username, the system concantenates it back to lower-case and logs the person in. We have replicated the error with multiple Requesters. SDPlus 2007, Build 7009
Custom Reports
I am trying to create a custom report that shows all requests and their resolutions but there is no field option to show who the resolution is submitted by. Does anyone know how I could get that type of report?
Backup Scheduling - no files shown - yet they are there?
I've setup backup scheduling in version 7.0.0 Build 7011. So far everything works fine (aside from having to change the attachment parameter manually in the globalconfig table), except that the backup files (which do exist in the folder on the server) are not showing up in the web interface. All that is shown is "Backup not available". Anyone have a fix for this? It would be nice to be able to manually delete these backup files through the web interface if needed.
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SQL query help needed please
I have the following script that runs fine (Build 7009 on MSSQL 2000). However I need to put a time limit on each select statement so that it only counts incidents created in the last month, but I am having difficulty as SDP does not use the standard SQL date format to store dates. Can anyone help please? This is the script: SELECT p.priorityname PRIORITY, isnull(nod.SLAI, '0') as "WITHIN_SLA", isnull(od.SLAO,'0') as "FAILED_SLA", isnull(cnt.cnt, '0') as "TOTAL" FROM prioritydefinition p LEFT join
how can a user send a complaint for a closed ticket?
hello all I have the following question: What do you do for users that do not agree in the resolution? If the resolution is not working, and/or user is not satisfied, is there a possibility to send back the ticket to the same technicien that solved the incident? I couldn't find a button to activate, neither found a mail function for that. Any inputs welcome 8)
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Error 527
Hi I am Getting this Message When i am strating SD7 Inconsistent change detected in date settings. Please restore original date settings. Error Code 527
SD+ assigning to wrong groups
Hi Each time a user sends an email to our helpdesk it is putting it automatically into a group, it is the same group each time but I have not created any rules to specify this group. I have double checked the business rules there is no rule that sends mail to this particular group. I am on version 7 build 10. I have had this issue since upgrading. Kind regards
Report to update manager with latest notes added
My manager wants me to send him a typed weekly update via email with all the latest information relating to requests outstanding and what progress we are upto. Seems we are using SD v7010, I would like to be lazy and get this report to be automated via the SD if possible. It would be ideal if it could be restricted to a certain field that we have created in Request - Additional Field, its called Location (Site) in Label 3. Your knowledge would be great and get me out of a VERY big ditch at the moment.
Upgrade License.
Hi, i have now migrate the ServiceDesk to latest Version 7.0.0 BuildNumber: 7009 But after Upgrading the license i have this error: HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.io.FileNotFoundException: license (Zugriff verweigert) java.io.FileOutputStream.open(Native Method) java.io.FileOutputStream.<init>(Unknown
Incorrect results of workstation scanning
On scanning (or re-scanning) some workstations arise following error message: One of the value with which the Workstation is added depends on another Object which does not exist. Hence cannot add this Workstation. On this we see following situation: Some of Workstation Details fileds (for example Installed Memory Modules, Network Adapters, Logical Drives) have not changed their values but have added to list of the according components (see attached pictures).
about mail server setting
hello, Many customer use Microsoft Exchange mail server, it can't support pop protocol, so SDP can't receive mails. Pls R&D do something to solve the problem.Thank you very much!
date issue "M�rz"
Hello together, we have installed ServiceDesk Plus and it worked during half a year like a charm, but now it is always on 100% of cpu load. I traced the SQL-queries and could see that there was a loop. I took the query that produces the failure that caused the loop and executed it usiong an SQL-editor. The query includes the date and tries to write it into an datefield in the database. The sql-editor complains bad date-format, because of the '�' in the german "M�rz" for march. If I set the Systemdate
Urgent Random Crashing
Our service desk keeps returning the following error message on random occasions; could you tell me what this means? (please see quoted txt) Thanks, Shiraz HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: org.jboss.util.NestedSQLException: Could not create connection; - nested throwable: (java.sql.SQLException: Unable to connect to any hosts due to exception:
servicedesk plus
Hi Just now I have enabled the pass-through authentication nd now the service desk is not showing anythig on the web browser. I need this to work urgently. Can some one call me please. I have sent an e-mail request also. regards Talpasai
View Departmental Requests - BUG!
I have a number of users around the business who act as points of contact between departments and IT. As part of this role, it is important that they are able to see requests raised by others within their department and there is a checkbox on the requesters details page titled "Allow to see all requests for the department". Unfortunately, with each import from Active Directory, this becomes unchecked. There are previous posts relating to this bug and I have emailed support@servicedeskplus.com but
SDP 7 - Asset Management - Windows Domain Scan - List wrong?
Using build 7008 We have one active AD domain in use but a number of contractors on site at present using machines with other domains declared on them. SDP is detecting these and adding them to the list of Windows Domains to scan. That in turn makes them available in the sign in page of SDP as by default all domains found are flagged as Public. So at present I have round 5 domains listed but only 1 is public. The above are annoying but known features of the system. What I found yesterday was the
MYSQL to MSSQL
I want to migrate my MYSQL database to MSSQL, what do I need to do? Is it possible to do it? Help would apreciated. Regards Nuno
Can non administrators change request due by dates
Hi All, Every so often the due by date needs to be changed on a call that comes in. The helpdesk manage this process however the only way that we have found to allow them to do this is to grant full admin access to everything including the admin setup of service desk This has caused a problem in the past where one of the staff was snooping around in the admin folder and made a change, which cause problems. Is there a way to give the access to change the due date of a request however not require full
SD+ Fails to start after Daylight Savings
Monday morning, SD+ fails to start or stay running after DST. :evil:
SD+ Fails to start after Daylight Savings
Monday morning, SD+ fails to start or stay running after DST. :evil:
Asset request management
My department is in charge supporting hundreds of tablet computers with our software on it for our clients. We assign the asset (tablets) to clients' departments, not individual users. In the tracking software we are migrating from, we used tickets that were attached to devices (our tablets). In Service Desk we are trying to get used to attaching assets to requests, though it would be much easier for us to open up the asset first, to see the history, then open a new ticket (request) from that page.
Monthly KPI Report
Hi I need to provide monthly KPI's to the business and need a single summary reports that gives me the following: Calls Opened Calls Closed Calls closed within SLA Calls not met SLA Number of open calls rolling over I can get some of this through existing reports but not sure how to get the ones that relate to SLA's. I would be greatfull if someone could provide me with the query that will generate this in a single report. Thanks Mike
Upg v6 to v7 - Anyone can login in now
Hi All, Just wondering if you guys can help me.... not sure if this is a bug or not, or if its always been there... although dont recall it. I work for a school, a large school... where we have more computers than students. We've been using ServiceDesk now for like a year, and when we had v6, I am pretty sure the only people who could log into it, were the ones that AD (ActiveDirectory) scan import allowed. ie: I let SDP scan our AD for all Teacher accounts/logins, leaving the student accounts unchecked
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