Build 9039 Admin screen changed
We recently upgraded to build 9039 (which is great - fixed a lot of issues we were waiting for!). I notice that the Admin screen now looks like a list, when it used to have icons spread over the screen. Screenshots are attached. Did we do something wrong in installing, or is this what it was intended to look like? Thanks, Diana
Set requests to be "on hold" until a specified dat
We frequently get end user requests to do something like: "Please set up a projector for the all-hands meeting on Thursday of next week" Then the ticket sits open until it comes time for the technician to actually do the work. This really messes up our responsiveness metrics by skewing the average time to resolve requests. We could put the ticket "on hold" but then we risk forgetting about it. So the feature request is two-fold. First I'd like to see the ability to set a date/time at which an on
Technician Report
Hi there, I have Technicians assigned to Requests, Technicians assigned to Request Tasks, and Technicians assigned to Project Tasks. I'm looking for a report that shows all assignments of a technician. The columns should be: Technician Module (Request/Milestone etc) Request ID (blanks if not approriate) Project ID (blanks if not approriate) Task ID (blanks if not approriate) Scheduled Start Time Scheduled End Time Project End Time Estimated Effort - Days Estimated Effort - Hours Requester (blanks
Windows Domain Scan, but only scan particular OUs ?
I want to add some assets, and I want to import them from AD. Is it possible to somehow use Windows Domain Scan, but have it limit to a particular OU ... or to exclude a particular OU ?
Drag and Drop Attachment
Hi In the Project area or any area really, it would be a good idea if you could just drag and drop an attachment rather than have to search of the attachment you want to add. Can this be done and if so is there a feature ID i can follow? Regards Adam
First response can be picking up/assigning a ticket
Hi All, im looking at the first response times. is there a way to make it work so that when a technician picks up a ticket and the initial " this technician is now working on your ticket" response goes to the end user, this can be classed as the first response? let me know if this does not make any sence thanks Russ
Show Department Requests
Hello, Is it possible to hide reply's or notes for the Requster who can view their Department requests? If you want to sent a password to a requester the user who can view their Department requests can also see the password. Any help would be appreciated. Thank you Jordi van oosterbosch
Barcode / PDA integration
We have 300+ pc's, monitors and peripherals we would like to track which primarily would be made easier with barcode scanners albeit not by having to export the data from the scanner into SD+, rather it would be easier to have a pda/phone that integrates directly with SD+ and utilises the inbuilt camera to scan the barcode and then return the details for the barcode and allow allocation of assets or a change of status directly from the pda/phone live on the system. I can see this being developed
Using Plain text Authentication is a SOX enviroment.
Hello, We were recently purchased by a publicly traded company and was told that we can no longer use Service desk plus as it uses Plain text Authentication with exchange. I see a lot of other publicly traded companies using this software. My question is how can we keep using Service desk plus within a SOX environment?
ServiceDesk Agent
Hello Support Team, Could you please explain, how often does ManageEngine AssetExplorer Agent send data to the ServiceDesk server ? I see the AEagent does scan and deltascan. But it very rarely sends data to the SD server. I restarted AE agent service, but there is no changes. Thanks
How to Convert Project Manager Licence to Technician License
Dear All We need to convert 3 of our project manager licence to Technician, Please advice us how to do it Thanks Lakshan
Level two Business rule
Good Afternoon any and all, We have a third party handle our level one tickets with two groups, level one and escalation. Today I added a group for our technicians, level two group, and wanted to see if there was a way a business rule could be set so that if technician = one of our techs then it will be assigned to level two group. The level one company is having issues in the reports they run because our technicians are "bleeding" into their groups. Thank you, Daniel Price
timezone in Moscow
Hello! when I creating a site - I need to choose timezone. for now most of our sites are in Moscow, but not +4 as it written in the list. It will be corrected or I need to use any +3 area? already about a half-year timezone in Moscow is +3 and not changing winter\summer... please advice
Forward Email with my personalized signature
Hi, Just a question in regards to email forward an incident from ServiceDesk Plus. When I click on forward button from the reply list in a request, it doesn't add my personalized signature. I have added $EmailSignature to the default reply template, but how or where do I add $EmailSignature for the Forward email template? Thanks, Kev
Pending Request Age by Technician & Group
Can someone help me change the current Pending Request Age by Technician and Group reports found by going to New Query Report>Frequently Asked Reports to report the following ages shown below? 0-7 Days 8-14 Days 15-30 Days 30+ Days
password reminder
Hi all, we are running ServiceDeskpPlus Your Version : 9.0 Build 9015 and im looking for a solution for a password reminder mail for our active directory users. It is possible to do that with ServicedeskPlus? Thanks
Disable or Extend the Expiration Date of a Ticket
Hi guys, it´s possible to disable the expiration date of a ticket or extend the days that SDP gives to solve a problem. Best Regards
Domain Authentication
Hello,I imported all of our AD user accounts but users can't log on with their domain account. [03-23-2015]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[35]|: authenticating user : roberto.oliveira| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|: User Domain Mapping Status Inside SSOUtil ---- true| [17:19:30:832]|[03-23-2015]|[SYSOUT]|[INFO]|[35]|: sso_Login_Status----->false| [17:19:30:832]|[03-23-2015]|[com.adventnet.servicedesk.authentication.internal.SDRelationalLoginModule]|[INFO]|[35]|:
Work Log when answer
Hi, In my opinion , it might be useful when you reply or forward ticket also add the field of worklog , so every answer we can insert the time spent. we can then decide whether to make the field mandatory or not . thanks Daniel
Display groups according to categorization (Applicative)
Hello team, I want to propose an idea that would make life a lot easier for technician. when a request should be sent from a group to another, I think if we create a new button or list called "Applicative" that fetches the groups mapped/linked to the (Category, subcategory & Item) would be very helpful. I think explaining this in scenarios would be easier to understand. -------------------------------------------------------------------------------------------------------------------------- Current
ServiceDesk really needs a Windows Phone Client
Our technicians all have company supplied Windows 8 Phones, and a proper ServiceDesk App would be a very beneficial tool for them. Using a web interface on a phone is just not up to the job, a few of our staff have Personal iPhones or Android phones, and the apps available for these are perfect for us, we just need a windows version.
Problems with ticket via email
Hello community, I've a problem with ticket request via email in Service Desk Plus. I put the all information related the incoming and the output email server, but when I saved the following message appears: FAIL: The e-mail settings have been successfully saved. However, an error occurred while trying to verify the connection to the mail server - Problems connecting to the e-mail box. I'm using the gmail and the outlook.com. Could you help me? Thank you very much.
business rule logical help
Trying to do a business rule that requires that the subject have two words any where in it or the description to have those same two words mentioned. ex: Subject contains "Jetforms" & "Printer" Or description contains "Jetforms" & "printer". This is needed as general printer errors are handled by one tech and "jetforms" our form server issues are handled by another. what also would be useful would be able to do a longer logical statement. ex: subject contains "Printer" & ("jetforms" or "formviewer" or "sitline")
Survey Notification
Hi Is there a way to get an email notification sent to a technician whenever someone completes a survey? Thanks Adam
New Incident Change Template
Hello? Why in page "New Incident" combobox named as "Change Template"?. Maybe "Incident Template" or "Template" ?
First Response Violated Even Though Responded to and call moved to Resolved
Hi We've set a Medium (default) SLA of response time for 4 hours and resolution of 2 days, with the call being manually closed after ten business days, however even when the call is responded to under 4 hours and then resolved under the ten days it still gets flagged as first response violated. Does anyone have any idea where I'm going wrong with this? On the call below it was logged at 9:10 and I responded at 12:19 the same day moving the call into waiting, then moving it to resolved at 07:56 but
Custom Report to show changes in values on Work Order
Hi I have been requested to add some more detail on a custom report I already have. I am creating the report in native SQL(2005). The requestor wants to be able to see what dates were changed on the ticket and by whom, ie createdtime as an example. I can see the tables I need to use and how to join them (workorder and workorderhistory). However I am having difficulty converting the content of the prev_value column. I am trying to write a case statement so that on certain values in the wohd.columnname
How can I show a custom filter for unassigned technicians
Due to other limitations, dispatch all of our service requests by assigning them to support groups through business rules. From there, our technicians will pick them up or they will be assigned by a supervisor. For this reason, we need a view to show all requests that are not closed, assigned to a specific support group, and unassigned. However, there is no option that I can find to select Unassigned. As a work-around, I've selected "is not" and all of the technicians, however, whenever a technician
(Purchase orders) Products and sites
I have two questions: 1) For now Products are linked to Vendors. I have multiple vendors that can ship same Product. Is there any way i can select Product regardless of Vendor? 2) There is no Site for purchase and i must manually put all the products to the specific Site "store" one by one. Can you add Site for purchase and automatically put all products to this Site after Purchase order is completed?
IE 6 and IE 7 are not fully supported browsers. Some features might not work as intended.
How do I remove the IE 6 and IE 7 are not fully supported browsers. Some features might not work as intended. bar from the home page
SDP doesn´t import all requesters in the CSV file
Hi guys, I have a CSV file with all the requesters but when I import the requesters it doesn´t import all the requesters. Best Regards
Build 9.0 build 3039
We recently upgraded to 3039 and some users are no longer capable of entering a resolution into the text field. There are some users that can enter text into the field. Does anyone else have this issue?
How to increase the currency decimal places in PO
Hi Can some one let me know is there a way to increase the decimal places in PO screen currently we have 2 decimal and i want it to be 3 ex(125.458) Thanks
API
We are looking at using the API. However it seems that these are all in under specific technicians. If we want to use a generic API account (we are looking at for bug alerting and embedding into some of our apps), is there a way we can use a generic API key? Or do we have to get another technician just to do the API as that generic key?
Network scan
Hi. When I am scanning network, in the scaning box shows that succesfully scan 105. But when i go to assets tab, It shows only 47 scan workstation deteced assets. Why it don't show all succesfully scaned workstations? P.S. When I scan only 1 IP address that isn't from the assets list, it scaned again succesful and drop to the workstation assets, but another workstation delete from the list.
SPAM filtered email still creates new requester
Hi, We have a very large number of filters defined in the SPAM filter because we receive a lot of different system messages that we need to block from creating requests. This is working very well. However, even though the requests are being blocked, it seems that SDP is still creating new requesters when the system emails come in. I end up doing regular cleanups in the requester list, and they keep coming back, even though the requests are not created. Is this possible, or am I doing something wrong?
Change Advisory Board Member Selection
Can you add a "Select All" option to the change management module when selecting the CAB members for a change. Currently i have to go through the list and select each member individually every time when i need them all selected
SLA escalation e-mail
Dear HelpDesk. In the escalation email can we send the remaining time [15 min or 30 min] instead of the due Date/Time [ 12 Mar 2015 4:30pm] For example : SLA Escalation; Ticket ##12345## is due in 15 min
ServiceDesk Plus iOS App 3.0 Released
We are pleased to announce the release of latest version of ServiceDesk Plus iOS app 3.0. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 3.0 are: Push Notification support (Based on "Mobile Push Notification" settings in SDP product with build from or above 9030). Support for Tasks (Product build from or above 9030). "My Requests Due Today" and "My Overdue Requests" are listed under Today Widget (iOS 8). We request the
Include images in resolution with Email Command
Hi, When we update a Resolution with Email Command and it includes and image, you can not see it in SDP. The image frame is shown but not the image itself: Examples: History : Request Updated by Semantic Reason : The request with request id : 28130 is updated through email from cherwellsdp@semantic-systems.com.Content received in email : {level=Actualizado_Semantic, category=Baan, requesttype=Incident, resolution=<img src="cid:93fa755c0b975f6230fc08465da439e368e773cd9c@Cherwell.com" width="88" height="74"
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