Reports by completed requests
Hi, Whenever I access any report by completed request, for example, by category, I see the requests. But there is no link that will show me the detail of a particular request as previous versions did. I was using build 5008 and then upgraded to build 5501. Is there a way to do this?
Database maintenance
We are having, on average, 500 requests per month. I would like to know what can I do to maintain the DB in good shape.
Is it possible to change deafult port?
Is it possible to change the deafult port for Service Desk Plus from 8080 to another port?
Request notification
hi, when requester submit his request. administrator get e-mail from Help Desk. in that e-mail I have problem. there is Garbage in the mail. i cant understand the e-mail. plz help me as soon as possible in this regard, Thanks.
Any dates set for the next release. SQL, IIS etc..
Any dates set for the next release. SQL, IIS etc..? Regards Carl
New Query Report
Hi! I wonder is it possible in the new Helpdesk report system (query report) To generate a report that includes When a request (for a month) was created and when it was responded. Our SLA doesn't demand a resolution, just that we have respond the user whiten one hour. Best Regards Daniel
Many Departments deletion
How I can delete many (~2000) Departments in the Department List page at once?
Users can't access helpdesk
I have added the helpdesk to my domain shortcuts, but my agents are unable to access the site. The link looks like http://servername:8081. I'm sure it's a permissions issue, I just need to know which folder or service i need to give my agents access to and which rights do they need. I'm assuming read only right would be enough. Any help would be greatly appreciated.
Searching for words inside ticket
I know it is possible using the default search to search for words in the title of a ticket but is is possible to also search through the words inside the ticket? I believe this will help finding things easier...
Request template
Any plans for the ability to create templates for requests?
Import values to requster additional field
I have a list of about 200 values i want to put into a pick list as an additional filed on the request page. Is there any way to import this from a file rather than inputting 1 at a time and clicking 'add item'.
Feature request: Notify Group ticket is being removed
I have 7 different Groups/queues and when a ticket enters a group, it notifies the techs. However, there are times when tickets are incorrectly routed and I need to move them out of 1 group and into another. I would like to inform the group that the ticket was removed. Thanks Tom
How To Connect
I can not connect remotely
Apple Macs
Can Service Desk add and query Apple Mac machines to add into it's inventory? If not, is this likely to be in any future updates?
Operational Hours not showing Properly.
Hi, There seems to be a problem with the viewing to select the Operational hours. I'm unable to select the till value in the Operational Hours. Regards, Roshan
Strange Graphical Problems On Operation Hours
Strange, I get a cutoff on the company operational hours on both IE 6 and IE7R2 and on multiple computers. Ideas? Bug? Already reported?
Reports - Software Inventory Report
Is there a way to get a software inventory report? We need to get our licnesing under control and removal of roug applications. SJK
How can I use the simulator to test my application?
Dear all, I have been developed network discovery appliacation using the SNMP protocol. I want to know how to use the Adventnet simulator to test the application? Thank you very much.
SD+ Spanish Version
I have a re-branded version of SD+ and we are currently looking to expand our services to some Spanish speaking clients. I noticed that SD+ can run with different languages. I do not see the option for languages under the personalize tab. Do I need to look somewhere else or do I need to install something. I am fully updated with 5501. Paul
No Help from Support
I would like to change the code on the WorkOrder.do page. There are 5 lines of code where it is attaching js files. Does anyone know if it is possible to modify the code?
mySQL version
What version of mySQL is ServiceDesk Plus running on?
Swedish characters in reports
When I run a report and there is swedish characters in the report they are all mixed up. ie. Lannér Sjöberg instead of Lann�r Sj�berg Is this a known problem and if so, when will it be fixed. Now when we can generate excellent reports it would be nice if they were readable to. Regards Stefan
Access right
I don't want the technicians to access the Contract and purchasing part. But if I create a new role with full access on Request and solutions, they cannot update the due date or see the report. How can I have techinicians both being able to fully update all fields from a request and see the reports ? Thank you Loic
Adding HTTPS functionality and self-registration
Hello all! Newbie here! I love the product! Servicedesk has been live now in our organization for 4 months now and works great. The latest update solved my reports issue I was having. Anyways, ever thought about adding HTTPS functionality? We have an extensive force of mobile users. It would be nice if they could still submit tickets if they're out on the road, can't connect to our internal network via VPN. Also, it would be a nice feature to allow self-registration for users as it would lessen workload
Category not showing
The category does not show when viewing the Resolution Tab or the History Tab.
REQUEST ---- Tech - Private Solutions
Can you in a very near release add functionality to create solutions that are visable to tech's only? This would allow us to post certain documents and or fixes to common problems and do away with our techs bouncing from lotus notes to SD+ -Mike
SD+: TBug - Transfer of tickets to other techs misses TASKS
I discovered today on the ticket->Action menu the ability to Add Follow-up Task. This basically allows you to specify a few tasks to accomplish while in the process of fulfilling the ticket. I assigned myself a few tasks to test this, and saw that they also assign them to my personal tasks list (seen on the home page on the yellow square) BUT, because I'm leaving next monday for a new job, I was asked to transfer all my tickets to someone else. I dutifully reassigned them to this other tech, but
SD+: Update of time entry by me posted as other tech
After participating in a webex session with AdventNet, we were able to show a resolution on a ticket that I've transferred over to another technician. However, when I added the time entry, the entry went in with the assigned technician's name, and not mine. While I can understand keeping time entries to the assigned technician, there are examples when you don't want to assume ownership of a ticket just to show that you did some action on it, and then reassign the ownership back to the original tech.
SD+: Single quotes in names doesn't show
We have a guy whose name has single quotes (as pulled from AD). He's one of our technicians now (was a requester until we purchased more licenses). I'm attaching two screen shots showing how his name does NOT show up in the Request Summary screen, but his name does show up in the ticket itself when looking in the ticket details. Justin
SD+: Suggestion - Notification improvements
Having gone "live" recently, and having been affected by the changes in notifications lately, I'd like to make some suggestions for improvements. 1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets). Suggested solution(s):
BUG: Request reopening closed ticket loses tech assignment
In version 5501, when a closed request is reopened with an email, the technician field gets unassigned. Justin
report generator
Hello - I need to run a report that calculates total calls closed by technician and shows the following information: Fields = Call ID : Call Description : Call Resolution : Open date : Closed date Grouped by Technician Date Range = not required, needs to be run since database started. Totals = need a sub total for each technician and a grand total for all calls. I have looked through your list of reports and none of them allow you to see the call and resolution data, so I think I need to run a query
how to add new solution
How to add a new solution. I can not find any way to do it . it seems like there is some thing missing in the new solution tab (solutions>add new soution). there is no button to register the new solution added. thanks in avance in helping me
Notifications in groups
Using version 5501, when a ticket is moved between groups/queues, the nofiction does not work when the ticket lands in the new queue. It works fine when the ticket first arrives, but not when the ticket is moved between groups. Any ideas?
Schedule Request
Is it possible to schedule a request. I am not talking about preventive maintenance. While creating a new request, is it possible to schedule it for future time.
Linking Vendor to Request
Is it possible to link the vendor to a new request, so that if a new request is setup and an outside vendor needs to be called, we can select the vendor and there contact details can be pulled up.
Company Logo not showing on reports
We are in SD+ - version 5501. When we create reports, the logo for 'Acme HelpDesk' shows up on the reports - how can we get our corporate logo on those reports (our logo shows up on the login screen/requester form, etc) - just not on the reports. Any help is appreciated! Thanks.
Home - global view - open v on hold
Hi guys. Just to make things "correct" for later reports, I decide to go through the jobs and put them all in the correct categories. Home Page, Global View sort by category. One by one I opened the items in General until I was on the last Open job with four On Hold still to alter. Completed the Open job, went back to the screen and General did not show at all. +++ Is there an easy way to mass change things like categories? I now want (?) to go through the closed jobs and recategorise them, is that
Jobs in queues showing as unassigned
Hi Jobs that are assigned to technicians show as being assigned to them which is great. I want to be able to assign jobs to queues/groups and know that the jobs are in that queue/group i.e. 'assigned to' field shows what queue the job is in. This would help us because when we have small projects that involve different teams we need to be able to let the group see the same job. We have set up a queue for all teams involved so there is no problem there ,it is just SD+ shows it as unassigned when it
How to not use Administrator account
Hello, I would like to know if it's possible to remove the Administrator account from the technician list. I've no so called "Administrator" person in the technician pool and I do prefer use actual name. But this one is blocking 1 licence. Thank you Loic
Next Page
