email with a non-requester user
Hi When i Send an email from my mail client to the helpdesk email id. SD+ automatically create a new requester but does not converts the email as a request . After this first creation of new requester, if i send a new email , SD+ convert it as a new request. Is it logical ? best regard
new request by mail with an unknown requester
Hi when i send a request by email with an email adress that is not in the requester list, SD+ create the new login but not the new request. If i send a second time the mail (or another mail) then SD+ create the request. Is it logical ? ps:sorry for my english.
Global view for technicians
Is it possible to make the global view visible for technicians? Just to make sure that all can see the work load in the system.
Requester Add Due date on Self Service Portal
I would like requesters to be able to assign a due date themselves when using the SSP. Or have I missed this option. Thanks
next release
Hello - I have been looking through the forums and there is a common answer of 'available in next release' and 'it is in our roadmap'. When is the next planned release / update and could you publish the roadmap. I know roadmaps have a habit of changing, but myself and im sure other users would welcome a little insight into future developments. There are many different features that I would benefit from and would really like to make plans around them. Thankyou. Regards, Pete
Request - Add Stop/Start Timer for tracking time spent
I am currently evaluating servicedesk plus. I'm not sure if this has already been requested, but it would be extremely helpful if there was the ability to use a Stop/Start timer for automatically adding technician time spent on a request instead of technicians having to manually add their time.
Next update..
Hi there, I see so many people requesting for so many features every now and then. When do you think the next update will be made available. Regards, Roshan
Connecting to MySQL Admin Client
I have downloaded the MySQL admin client and I need some help connecting to my database. What port is servicedesk run on? What is the username and password to connect to the database?
Closing an On Hold Request
When you pause the timer on a job for whatever reason you cannot close the request until you start the timer again or edit the request and manually change the staus to closed. Should it do this or may I suggest this as a change.
Inconsistency with requests showing up for a user
Hi there, I will try to explain the situation as clearly as possible. We have an exchange server, and a domain (A). I have imported all the users into SD from the domain. For the sake of example a requester on SD called bob. Bob logs onto the domain A. He opens outlook, and sends an email to the helpdesk account that SD is checking. He gets an email back saying that the request has been accepted. There is a link in the response email that supposedly takes him to that request. When you click on the
Time To Respond / Time To Resolution
Hi, Do you know how to calculate the Time To Respond (TTR) & Time To Fix (TTF)? I know where the data is stored in the schema, but how do take into consideration non-working time. i.e. Ticket logged at 4pm on FRI, and replied to at 9am on MON, and resolved at 10am will show as taking 65 hours TTR & 66 hours TTF. The helpdesk shuts at 5pm on FRI, and re-opens 8am MON, so the times should be; TTR = 2 hours TTF = 3 hours Please explain how to incorporate this logic into our SQL queries. Thanks. Keith.
Workstation Inventory Detail Report
Is is possible to run a detailed report for a single workstation in the inventory module? After I have scanned my server I would like to print out a baseline report, that I could put in my server maintenance folder and refer back to later if something changes...
Changing requesters options
Is there anyway i can disable the Required By and the Priority options for requesters? Thanks Stuart Lupton
Unassigned Requests <> Requests assigned to queues
Hi, When we assign a request to a queue, it still appears in 'Unassigned Requests' list. How is it possible to separate unassigned requets from requests assigned to queue ? thanks for your answer,
summary reports
I get the following error when trying to "Requests received summary by date by technician". We have upgraded to 5003. 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: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the manual
Contracts and Inventory Issues
Would it be possible to have the settings remembered on all screens when you click to show more than the default 25 records. This works on requests already and can be rather annoying. Are there plans to be able to amend/add an attachment to an existing contract as once they have been created they cannot be changed. Any plans to amend the Purchase Order system to stop items being posted as assets into the inventory. A lot of what we purchase are not classed as assets. Rgds Damian
pdf contracts
hi, I am trying to get the contracts page up and running, but when I try to open any .PDF contract, I download it and adobe reader tells me this: Adobe Reader could not open 'upsant.pdf' because the file has been damaged (for example, it was sent as an email attachement and was not correctly decoded). Any help regarding the subject would be greatly appreciated.
Due by date & creation date
Hello - I have just being creating some test calls and have noticed that the due date is before the creations date/time?!?!?! Created Date 07 Mar 2006, 22:05:42 Due Date 07 Mar 2006, 17:15:00 Anyone got any ideas? Thanks Pete
error in requester details
I have had all my requesters enter their numbers in the "my detail" area and noticed that when they enter the landline and the mobile, when a technician looks at a request the requesters name details down the bottom list the mobile and not the landline If under "requester details" you click on the name, you get both numbers but not on the default request view Is there a way so that if they enter both numbers that the landline will show up and or both, instead of just the mobile
Error with encoding
I have some troubles with encoding text in e-mails wich sends (by notify rules) SD. Its about russian language. Outlook 2003 decoding messages well, but express fails with encoding. Also, e-mails sent from users to SD mailbox looking right only in title field (as i understand its about formating) and fails in body. IS there any suggest how to solve this problem?
opening and closing calls
Hi - I have been doing some testing with servicedesk and need to know if if is possible to open and close a call from the new request screen? The test i did was to fill in the call details and put a call staus of 'closed' and then clicked add request. this does put the call into a closed status which seems fine, but when i go back into look at the call details it states 'not yet responded to'. why is this? and will it have an effect on reporting? also is there a way of reporting this as a closed
SQL
Hi do you have a date when MS SQL version will be available.?
scanning
Under the scanning options was wondering if you could scan just the software list for any inclusions, rather than doing a domain scan for all workstations We do a software check for games etc about every month or less and would be good if I could scan for software and it come up similar to the workstation history telling us that it has detected new software and would list them. Scanning the domain with over 500 machines takes quite a while and having to scan the domain every couple of weeks becuase
Request List views
Hello - I have been playing around with the Request lists and i would like to know if it is possible to view all calls assigned to a specific team and include calls that have been specifically assigned to members of that team? For example, Team 1 consists of two team members, Person1 & Person2. If a call is assigned to Team1 and Person1 then assigns the call to themselve, could Person2 stgill view the call in their call lists? Basically, I want this to happen so if someone is away from the office
Duplicated Names
When I assign a Workstation to a Requester, when I get the list of all workstations in the inventory, some of the names in the field "Assigned To" appear two times. Requester Data is obtained from Active Directory. ServiceDesk Build Number 5003. Where is the problem, in ServiceDesk or in Active Directory data? Thanks.
Improvement request
Hi, We are using ServiceDesk and we like it very much. Just a few remarks/improvement requests: The requests should be grouped by queues. Is would be great if it was possible to drag and drop the request from a queue to another one. The number of items displayed on a page should be stored as a default value. It should be possible to make some fields mandatory (eg: category, priority,...). Regards, CEL
Set a Budget line for the requester
Hi there, we are looking for a way how to set a budget line for the different requesters of our departments that will be automatically reduced by the costs of the technicians. Can you tell me if there is a chance to solve that with the SD+ software? Thank you for your answer. Kind regards Michael
Cannot save the roles
Hi I am test the SDP v5 and after editing the role of SDGUEST or adding a new role I can't save the settings, infact the SAVE button is not showing up. All I can see is CANCEL Can anyone help? Cheers
Conversations under Help Request
Hi ! Is it possible to delete or hide all those System e-mails from Conversation list. I meen if is a long conversation with some requester it can be a loooong list. BR /Amela
ServiceDsk Plus for Incident Response Team
Hi all, I am conducting an evaluation of the above. As such, I have some questions I hope someone can help me with. 1. Is there a visual presentation showing the different open cases together with the time left before breaching the SLA? 2. Is there anyway for ServiceDesk to accept an alert from my monitoring system and subsequently automatically create a case? Appreciate all help. Thanks in advance. Regards, viper
Reports by custom fields
It would be nice to have the ability to run reports on "Additional Fields" within Assets, Workstations, etc. Also to have the ability to filter on them throughout the program.
Merge program in Inventory
Hi! I wonder if its possible to "merge" program in the inventory. We have divided the programs into different categorys Like: 1= Full Support 2= Maintence support 3= Prohibited .. and so on The problems is for an example We have Adobe Reader in the category Full support and the users has many different versions of Adobe reader It�s kind of messy to look at this, it would be nicer if all the Adobe readers program was merged into one. Best Regards Daniel
Scanning software
Under the scanning options was wondering if you could scan just the software list for any inclusions, rather than doing a domain scan for all workstations We do a software check for games etc about every month or less and would be good if I could scan for software and it come up similar to the workstation history telling us that it has detected new software and would list them. Scanning the domain with over 500 machines takes quite a while and having to scan the domain every couple of weeks becuase
Search field in inventory sometimes disappear
Sometimes it just disappeared, I cant get it back. The simple search I can do ( by clicking on the magnifying glass) But the advanced filter is totaly gone. How do I get my search filed back? Best Regards Daniel
out of office replies creates new jobs
Hi I have noticed that when a notification is sent to me that I have job in my queue or that I have logged a job, if I have out of office switched on another job will be logged. Fortunately this is not an infinite loop because it is logged as an unassiged job. Is there any way I can filter through business rules to delete these or stop them from happening altogether. Kind regards germanjoe
ServiceDesk Plus and FreeBSD?
Install and working FreeBSD?
Log files creation
Hi, Can anyone help me to disable Log files creation; I have a disk drive space issue because of Log files creation process. Is it safe to delete the log files? Thanks Shaminda
Contracts on call
It would be usefull to link a contract to a call (when creating the call). If the contracts information are displayed on the call, this makes it easier to find back the contract ID or the phone ID when we have to work on it. Regards, CEL
Software Reporting in ServiceDesk +
how do i get the software inventory out of servicedesk +? i tried creating a custom report and it didn't have an option.
Add files to Purchase order
Hi! Is it possible to add a file tex. order confirmation to a new purchase order. Or when the order is approved . BR /Amela
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