requester notification via e-mail only when mode e-mail
How I can send e-mail notification only requester that create request via e-mail and don't send email notification to other requester (telephone and other)
software tracking-how are you using this?
We do not scan individual workstations here but we do supply software licenses. Does anyone use the software tracking ability of SDP without the scan? I am trying to figure out if this will work for us and would be interesting in hearing your experiences. Thanks!
Can I be cheeky and ask for screenshots or posts of your priority matrix and SLA's?
Hi, I'm new to SDP and am having difficulty with defining my priority matrix and SLAs. We've migrated from a simple hepldesk ticket system and we're now finding that our simple SLAs aren't really appropriate for use with SDP. For example, the ability to stop the request timer when awaiting information/testing from a user, means that our incident SLAs are probably too long. I'd appreciate screenshots of your matrix and ideas of your SLAs for the priorities within the matrix. Thanks in advance, Rich
Technicians can´t delete their self-created reports
Hi all, if my technicians create a user defined report, they are not able to delete the templates again. If the repport is tagged as private, not even i as admin can delete them, because i don´t even see them. Only workaround is to remove the "private" tag, then i can delete the report template. - how can i allow the technicians to delete their own templates? - how can i see all templates, even the private ones? Thanks for your ideas, Uli
Create SLA for specific groups
Is there a way to create group specific SLA rather than set it at a global level? We are using version 7.6.0 build 7602.
Hiding the "More Assets" box for requesters
Dears, We would like to hide the assets from site to site, i.e. a user of a site does not see the assets of other sites but only the assets owned by the user or owned by the department of the user or owned by the site. When the assets are assigned to departments or users, then still the user can select assets using the "More Assets" box and selecting "Assets by type -> All assets". My question: is there any way to prevent this? Thanks in advance Erik
How to automate request escalation between technician groups?
Hi! In SD+ 7.5 a request can be escalated to only one group at a time. Is there any way how we can manage the situation (for example when a requester is leaving the company) where a ticket has to be put through a process where one group does it's part, the the other does it's own and so on and finally the last group (IT invoicing group) closes the invoicing from requester and closes the request. With current configuration our technicians have to remember where to escalate the request next when they
Using SDP reports to produce KPIs - anyone use Excel for this?
Hi, We've just started to use SDP for the Requests module and I now want to look at extracting information for reporting purposes. I want to produce a week by week report displaying our performance against our service level (95% of requests are resolved on time). I'm guessing that I need to extract information into Excel to do this, but when I run a SDP Report Module report into a CSV or Excel file, the date fields are text based and Excel doesn't recognise them as dates. How do other people produce
Variables in User Survey
Hello, could you please let us know, are there any variables available on Survey Settings page except $RequesterName and $SurveyLink? Dmitry
How Can We pre-Install Remote Control Agent on PC's ?
Hi there, Is there a way to pre-install the remote control agent during PC deployment ? I want to connect automatically to the remote agent on the workstation without waiting for the installation process... I'm really looking forward to find out the answers.... Thanks.
Notifications
What triggers the following item under notifications? Is it the SLA? "Alert group members by Email, when a request is left unpicked in a group " Thanks chuck
Displaying Request Type
We are on 7.0.0 Build 7011. The SLA screen, Criteria section, refers to a Request Type field but this field does not appear on the Request Form and so it cannot be set. How can we get this to appear on the Request Form?
How to get a list of changes/problems on a specific system
Hi we need to create a list/report showing the problems/changes which have been done on the assets Is there a way to get create this list by sql? Thanks a lot for any help. Best regards, Marc
Move entries from "Additional info" to "Additional Asset details"
Hi, Any suggestion how to move Workstation Asset entries from the "Additional info" -fields to "Additional Asset details"? Additional info is only available on workstations and servers. Open to any suggestion (except manually copy every entry, field by field :). We are using MS SQL 2005 Express as the database. If you wonder why, we had to import the information from the previous database, and the CSV-import only allow to use the "Workstation Additional Info" -fields. These field topics are common
Requests Merged
One of my technicians merged several requests and now we cannot find them. I created a "Problem" and want to associate those tickets but I've tried running reports using the created date but haven't come up with anything that shows what was merged. Is there anyway to see a history of what was done on a specific day? Thanks for any help you can provide.
How can I automatically ask for the approval of a request?
Hi, Is there a way to configure SD to automatically ask for the approval of a request based on the catagory? Or the technician has to request it manually? BR, JDR
Is there a way to track Feature ID's and Request ID's given from SDP Employee's
Is there a way to track Feature ID's given from SDP Employee's. I keep getting these but do not know how I can track what the status of them are. We would like to know what the status of the ones we have been given are. Also is there a way to track Request ID's.
Let Requestors view any request
I have recently discovered that if a requester creates a request, I can forward that to another requester and it can be viewed but, If a technician creates one and forwards that to a requester, the requester gets a message saying that it is out of their scope and can't view it. Any suggestions?
Linking an asset, tricks?
Hi, What I would like to do is link a Server Asset to a Site and when creating a request have it link to the asset automatically. The department and requesters would not have any other assets. We are going to be using the system to support an external client base, not an internal one. I am able to link the asset to the site by placing a check mark next to it and selecting Actions>Assign to Site. However, when looking at the asset and the requests tab, no requests appear. When creating a new request,
How do I change an asset from a Printer to another device?
How do I change an asset from a Printer to another device? Thanks! Pat
Service Desk Plus
Why can't i edit the Requester part of the request template. I can change the Technician part but not requester. I can move the fields around that already exist but can not add or delete fields. Can anyone help?
Additional fields for Client Portal Registration
Hi, I'm working with trial version of Support Center and testing the Client Registration throw Client Portal feature. My question is - how can I add additional fields user must field during registration process. The only option I was able to find is adding selection of Popular or Recent Problems.
Maintenance Agreements and Purchase Orders
Good afternoon everyone, I'm curious as to how other administrators deal with this and how someone from ManageEngine would suggest we use the product to accomplish our goal. In the ServiceDesk Purchase Orders, we're trying to figure out how to deal with purchasing things like subscriptions and service contracts and maintenance agreements. These things aren't really software or hardware. They're more like contracts than anything else. How do people deal with purchases like this, and how do people
ServiceDesk API
FYI anyone else trying to use this,I had to add the following as a row in the sample new request form before submit would work: <tr class="evenRow" valign="top"> <td>DOMAIN_NAME</td> <td>:</td> <td><input type="text" class="txt" NAME="DOMAIN_NAME" value="" style="width:200px;" /></td> </tr> Also, I had to change the FORM ACTION URL from http to https.
Install on another server
How can i transfer all my settings, groups sla, dept, users etc onto an installed app on another server, so i can then take it off the old server.
Can I build a filter with AND and OR at the same time?
I'm now analyzing pluses and minuses of a number of support centre software implementations. I see SupportCenter Plus has a good set of functions and looks well which is important too. However the filter functionality looks not enough. For example, I wonder if I can construct a filter like: "Show me all requests that: came from a particular contact AND are not assigned to a particular set of support representatives AND are not having "Closed" status OR marked
Change Type and approval guidelines
Where in SDP is the setting to control if a Change Type needs to be approved by a CAB member before being closed? We are using several Change Types but I dont see where I can control whether or not they need to be approved.
Request Template, Delete Drag&Drop fields
Hi all, I have created some aditional fields in request template but there is no option to delete them, we are in 7509 build with a MSSQL DB, can this be solved with a delete query in DB. Regards Daniel
hide contact number and asset field on request form
Is there a way to hide the contact number field and the asset field from the requester on the request form?
Suspending a site
Hi, We are going to be using the enterprise version to support external clients (once the MSP Enterprise version is available we will look to move). Wondering how other users disable/suspend client Sites? For example, don't pay, leave, etc.. Thanks.
Request Vs. Problem
Afternoon everyone, quick question from me this time. I'm debating the usage of a Request vs. a Problem. What's the difference and how can I use them effectively? Thanks. ~James Murphy
Is it possible to make report based on time passed before first manual Update of incident?
Hello! I have a metric in SLA: 30 minutes for reaction on incident (it can be catigorization, request for new information, status update etc). Could you please help me with such query report? (to know how powerfull are reports in SD+ ) Maybe it is possible to use History tab, like if [1st update action] - [Create action] <= 30 min ==> SLA is not violated It would be really nice to have reports, based on time passed between various actions because SLA often based not only on resolution time. Also
How to fix time in ServiceDesk Plus
How to fix time in ServiceDesk Plus When I send an email to reply of an email it is in AEST and Not AEDT. so states 2pm when it should be 3pm. James.
How do I change an asset from a workstation to a server?
How do I change an asset from a workstation to a server? I can't find a way to modify the resource. Thanks! Pat
Changing requester
Hi, Is it possible to change the requester associated with a request? For example, request is created on behalf of the user but the wrong user is selected. Thanks.
Vendor Management in ServiceDesk Plus
Is there a way that I can allow Technicians to add Vendors and Products to the Purchase Order system without them being administrators? Thanks. Regards,
Moving Request/Problems/Changes to new database
I need any help with moving all open Requests/Problems/Changes to a new database. Recently created a new Servicedesk system and database, that I would like to roll out in place of our current older version. I was wondering if there is any quick ways to move this data over, I only want to pull data from a month back and if further, only open Requests/Problems/Changes. Is there a way other than doing this through a SQL Server Management Software ? I was particularly wondering if I were to go into
changing the auto reply address for ServiceDesk Plus
Can you switch the reply address to a new servicedesk email account that would populate a new database from old requests in a previous database ?
Unable to remove 8080 port from URL
Hi, I want to define my Alias URL like "helpdesk.mycompany.com" without 8080 port but its not working without 8080 port. Please let me know how i can resolve this issue
Reject e-mail from non-requesters
Hello, How can I reject the creation of a new request by e-mail from senders not previously set as requesters nor techinicans? Thanks, -Rodrigo
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