Incident Templates
Hi We are moving to version 9 shortly and I wondered if anyone could confirm if there are any plans to introduce groupings for Incident Templates in the same way we have for Service Request templates (through the Service Catalogue). Thanks Julie
Arabic language
When send announcement to user withe Arabic language like " صباح الخير" the user see the announcement like this " ØµØ¨Ø§Ø Ø§Ù Ø®Ù Ø± "
PO NOT PRINTING AS SHOWN ON SCREEN?
Hey Guys, Running version 7005. I was never able to get around this little problem, but it annoys me now. When we print a PO, it doesnt print as shown on the screen. I tried playing around with printer settings and stuff, but no luck. We're printing on A4. The print out of the PO does not show some of the borders. Thanks
Issues with SSDP - Standard version
Hi, I am using the french version (9.0 built 9011) and I have a problem with the Support group and Technicians not showing in the list under Users in the Admin tab. The technicians will show in the dropdox list under Requests but it won't show anywhere else so I can't modify any of them. Please let me know if there is any fix for this issue.
Ticket Trending
Hi there, I've searched the forums, but can't seem to find what I'm looking for. I'm trying to figure out a way to create a line chart that will show tickets opened versus tickets closed in order to show senior management the trending work loads. Has anyone created this report, or does it exist as a canned report? Any help would be greatly appreciated. Thanks, rsf
Service Desk Plus Training
HI, We are in the verge of implementing this in our organization. I will be the one training the technicians in our organization and will like to ask if some one can provide me of paperwork or any guide to base my training on. Any help will be appreciated. Regards,
Scan does not complete
I downloaded the free trial from the site and installed the agent in a few computers (WinXP, Win Server 2003 and Win 7). The server detected a few agents, but is not detecting all of them. Also, for Win 7X64 bit, the scanning does not get completed. If I try to install the patches through it, the patches are never deployed and there is always an error shown.
Error when assigning technician
We just upgrade from v. 8.2.0 build 8217 to version 9.0. build 9011 When assigning an incident to a technician we get this error: FAILURE :Exception occurred while performing the operation
ServiceDesk Plus Price
I've some quest. Your price on website base on one time purchase or per month/year. Thanks.
automated technician time tracking
Does anyone have any clever solutions for more automated technician time tracking in SDP? If not, is there any easy way to edit time elapsed in the event that a tech forgets to adjust the status accordingly to stop the timer?
HOW TO for a worklog report
Hello All, I need a report that will give me the a breakdown of how much worklog was entered for each module and also give a total from those values. (request,problems,changes, etc). The report needs to be broken down by technician. Time needs to be reported by day, week, month, year. Example, changes request problem Total Jane 1 hour 2 hour 3 hours 6 hours Thanks
Change Management - Add CAB via Search
Please add the ability to search for people when adding them to the CAB. We have over 1500 employees in our company and scrolling through each page is time consuming.
What if users have 2 monitors?
Hi! I have many users who have dual monitors. It would be great if there is an automated way to retrieve not just 1 monitor, but both monitors within the Asset section of SD+. We are running version 8.2.0 and Asset Explorer agent 1.0.12. Thanks! Janet
Quickly import emails
We would like to move all the email from an email box that we have been using into servicedesk plus for consolidation and archival purposes as we transition into using the product in place of a shared mailbox. The problem i am running into is that the mailbox has 40,000+ items in the inbox to import and it will only pull in 20 items at a time and check only once a minute.. So at this rate it will take almost 34 hours to import the mailbox. Is there any way to more quickly import these messages or
advise on how to track billable and non-billable time per tech on a project
Anyone tracking total hours spent on a project broken down by technician and also by billable vs non billable hours? Looking for the best way to accomplish this and then to be able to grab reports monthly.
Deleting relationships
I have a technician that has created a relationship between an IT Service and another CI. This has been added this incorrectly. is it possible to do the following without having full admin access. a. change the relationship type without deleting the relationship b. delete the relationship. I really dont want to give all technicians full admin access to the Service Desk thanks Marcia
Support group owners
Support groups have a filed to identify the owner. It would be useful if this field was a CI attribute that could be used when creating relationships. IOn our hierarchy, we have managers who have several groups that report to them. It would be useful to be able to select a manager and then from the relationships diagram see the support groups and team members managed by that managwer
Creating form for new user requests and terminations
we would like to be able to setup a form with the application to allow requests for new user adds and terminations.
The pop-up calendar for Date/Time fields - improvement request
(Post relevant to ServiceDesk Plus build 9003) (Unable to locate a similar post to weigh in on. Apologies if this is a duplication.) Request 1: Change the check for an impossible date to be initiated only when the day of the month is chosen The calendar pop-up window (to set the value in a Date Time field) behaviour is a constant source of complaints in our IT Department as the checks for an impossible date occur every time the hour or minute values are selected and not just when the final specification
SLA notification for after hours/weekends
I'm looking to create an SLA that would only be active for after business hours and weekend/holidays. In our environment, we have a contract that states a 30 minutes response/2 hour resolution for after hours and on weekends. I would like to create something that would notify our IT Manager if the response time elapses. During regular business hours, our IT Manager does not wish to be notified if the 30 minute response elapses. Any ideas?
Label without input box in incident template
Hello, how can I add label text in incident without input box in incident template? OR how can I add title for grouping input box in incident template? Please advise. Thanks. SK
any way to modify worklog functionality?
Currently, when you open a worklog entry, it fills in the end date and based on the amount of time you enter, it backfills the start time. Is there any way to reverse this function. To have it so that when you open a work log, it stamps the start time and then automatically fills in the end time when you close/submit the worklog?
Send a e-mail where everything of the service is in the body
I have made a service in the service catalog. When a ticket is created with this template a e-mail should be sent to a technician but not with a link to the problem but with the tekst and also with the resource info and the questions and answers in it. Is this possible. with kind regards Tim Verduyn
Trigger independent and parent tasks which have "Estimated Effort" once created under a request from request template
Hi all! After update SDP to 8.213 we have some new feature: Trigger independent and parent tasks which have "Estimated Effort" once created under a request from request template What it is?
SDP Enterprise approver always disappears
Hi all, I'm currently working with the SDP and we are sync with the AD account for users to authenticate. When users raise a ticket on the service catalog we configured to get approvals from the Dept. head configured in the serve form. The var $DEPT_HEAD$ is always disappearing. Can anyone how its possible or how does it happens? My Version : 9.0 Build 9000 Many thanks.
Deleting a relationship
Hi I have a technician that has created a relationship between an IT Service and another CI. This has been added this incorrectly. is it possible to do the following without having full admin access. a. change the relationship type without deleting the relationship b. delete the relationship. I really dont want to give all technicians full admin access to the Service Desk thanks Marcia
E-mail Notification assistance
We're currently in the testing phase of Service Desk and have a question regarding e-mail notification. We have our separate support groups (ie: Help Desk, Network, etc.). When someone from the Help Desk assigns a ticket to the Network support group, we want the help desk person to get an e-mail when someone picks that ticket up telling them who took it. We would also like the help desk person to get an e-mail when that ticket gets resolved. I went through the email notification settings and I didn't
On closed request notification rules apply
If request is closed, but we can change technician in it, notification rule is apply (Notify requester when a request is assigned to a technician.) and notification is send. I think it's sort of a bug ;) it should send notifications after request had been closed.
ServiceDesk Not Presenting All Columns Including “User - Additional Fields
The problem is explained in detail on how to create as well with the inline image. SDP Pro 9.0 Build 9003, Server 2008 R2 64 bit, Postgresql. Note: I believe this function used to work before Project Management was added to SDP. We do not have a license for project management for our product.
Limit with Asset Upload
Hi, Our Asset Management team was manually populating the CMDB by adding assets via CSV uploads and they received this error: "Your license type does not allow you to add or discover more than 3000 Workstations." Does the limit combine all asset types (servers, printers, monitors) and does not differentiate between scanned assets and those manually created? Regards, Jed
Color in request list
Is it possible to set up some deferent color for each row depends of the request status? Now all request in list looks same - close, open, onhold. It can be soft background color for row or additional column with some color indicator. Color visualization much comfort then plain text to see whole picture.
Notification when ticket is picked up
I've tried checking the forum for this, but is there any way to notify the OTHER techs when I pick up a ticket? Not just a notification to the tech when I assign them a ticket, but a notification for all the techs when a ticket has been picked up. We don't have a dispatch program/procedure so it's pretty much everyone just picks up a ticket when they are at the dashboard. It would be nice if they didn't have to go to the dashboard to know if a ticket had already been picked up. Thanks!
Modify template for closed tickets
Is there any way for me to modify the email template when a ticket is closed so that the Resolution is at the top of the email rather than the bottom?
Failure trying to Upgrade system
Hi, I download the service pack 9011 and try to upgrade from 9009 but I could not do that. All the time it says: "Failure...." P/S: I stopped the ManageEmgine service already. Please help!
Hide the applicant history to requester
Is there any way not to show the history of the applicant to requester, this because there are some internal processes which do not require this to see. This can be done?. Hopefully you can help me.
Resolved Tasks are considered as Open
Hi, there is a glitch in in the tasks module. If you select the view to show all "My Open Tasks", it will show up resolved tasks as well. Therefore the system considers them as open. Please see screenshot: Cheers, Per
Feature Request - Work Log Details Description Appearing In Request Tab Notes or Somewhere Within
I find it cumbersome that often details written in the Work Log Details Description section is necessary information for the person assigned the ticket. I do realize that the detailed information inside the Work Log Details section should be encapsulated as it currently is, but the option to pipe the output from the Work Log Details Description section to the Tasks Notes section should be given. I do also believe that Work Log Details Description information piped to the Tasks Notes section should
Closed Request Comments
Is there a report that can be ran that includes the comments left by users when they close the request? If not, is there a way to create a custom report that includes these comments? Thank you!
Turn off auto email when job closed
Hello, New to this forum, forgive me if in wrong place and advise accordingly. In the last week or so I have been receiving what looks like auto emails when I close a job. This might have started when we updated the software. Before that I would close a job and that was it. I would prefer not to receive the email that I have closed a job. If there is a switch to turn off that 'feature' I would be very appreciative of learning where it is. Alternatively, there may be another reason why I receive
ServiceDesk Plus Support Announcement !!
We are facing technical issues on our mail server. You might not receive any acknowledgement notifications for the e-mails sent to the Support Team and you are likely to experience a delay in our support technicians reaching out to you. For any critical issues,you may directly call our Support Team at Toll Free No: 1-888-720-9500 US: +1 408 916 9300 UK: 0 800 028 6590 Australia: +1 800 631 268 Apologies for any inconvenience caused. Maljeev SDP Support - FAQ ServiceDesk Plus - Help Desk Software
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