IR Work Log not written to History
We are noticing that the Work Log is not written the History page of an Incident Request. Shouldn't a work log entry be written to the History page? We using build 8114. Thanks!
Purchase order permissions
Hi, I would like to use purchase orders to track our purchasing and inventory our stock. What I need is for the technicians to be able to create a PO that will more or less follow the process so that we can track when they order a item and when it is recieved. Also what dept. it is expensed to. When I have a general technician log on, Purchase order is not in their quick actions or a tab on menu bar. Is there a way to create a role that would allow them to create a PO but not delete. We still
servicedesk server or servicedesk web client won't start
I trying to installing the servicedesk plus standard edition but when I try to start the servicedesk server it hangs. System: Windows 2008 r2 64 bits
Closing Requests with multiple tasks
Hi I setup an incident template which has 12 tasks to complete before the incident can be closed. I also setup a status called "Skipped" which is a "complete" status, the same as "closed". Although I have it set that associated tasks must be completed before the incident can be closed, I would like some of the task statuses to be set as "skipped" as there is occasionally nothing required for those steps. However manageengine doesnt seem to allow this?, the only status that allows closure of the
Contact Number Column in Request View
Is there a way to add the requestor's Contact Number as a column in Request View?
ServiceDesk Plus "Approval Status" translation
In the Russian localization name Approval Status, shown as "Pending Approval", "Approved" and so on. Module "Translations" can not find values in Russian localization. Translate name Approval Status is not obtained.
VoIP Telephone System Integration
Good evening. Can you kindly provide an update on the status of the planned VoIP Telephony System Integration feature with ServiceDesk Plus. Thank you
BIG BUG with Local Authentication
hello SD guru! Just try it: 1) type your CEO (or other user) login as login 2) type your CEO (or other user) login as password 3) select Local Authentication 4) press "Login" -----> you are logged as your CEO nice? P.S. use login from AD P.P.S. old versions (before 8.1) don't have this bug
Asset report
I need an asset report that will tell me if an asset was updated for the previous day, week, and month. I would like for it to have the technician, the asset name, the asset type, the date modified, the previous state and the current state. Also, I would like for it to be grouped by technician. Thanks in advance!
Manage consumables
Does anyone know if there is a way to accurately track consumables from when they are purchased to when they are deployed to a printer/faxmachine etc.... the reason I am asking is I created a group to categorize toner/ink when we purchase it but I am finding it difficult to assign it to a dept. when I mark it as "In Use" it wants to be assigned to a user or deplartment or asset but it will be assigned to that person or asset idefinetelly. Is there any function with SDP that can act to track an item
Running a good trial
Hello All, We're evaluating Service Desk Plus, but even it being an very easy and self-explanatory/intuitive Web GUI I coudn't configure a ServiceDesk Queue... Is there a guide suggesting how this could be done? Best regards from Brazil!
Creatimg Solutions
When creating a solution I'm unable to paste in the window. But others in my group can. How do I correct this?
Removing Attachments from Contract record
I'm updating a contract with a new pdf of the actual contract. There is a pdf of the old contract in the Attachments list. When I click that filename to download it, I get an error "The file was not found." I want to delete that file name from the Attachment list. I Edit the contract, click the red X next to the file name and it disappears. However, when I Save the contract, the filename reappears again. It's as if the filename can't be deleted because the file it points do doesn't exist in
Attachments in notification e-mails.
Hi Is it possible to get the attachments included in a ticket attached to the notification e-mails? We have some external support partners and when a ticket is assigned to them the notification e-mail gets sent to their support system and generate a ticket. Now they need to log in to our system to get the attachments and it would save a lot of time if it could be included in the notification e-mail. Br /Thomas
How to handle technicians leaving?
Curious on best way to handle a technician leaving. I don't want to lose her history, but I want to free up the license that she was using. I don't necessarily want all of her old items to be moved over to her replacement either. Any thoughts?
Powerful Reporting
Does anyone have experience with creating powerful custom reports for reporting on things like KPIs and Metrics etc?
Flowchart
Is there a documented flowchart for Service Desk Plus?
Multiple Email Addresses
We currently have our system setup so that email are sent to it.support@companyname.co.uk is there a way for the system to accept multiple addresses i.e it.support@companyname.co.uk it.development@companyname.co.uk etc etc Thanks Adrian
Reporting on top 10 Sub category and Item requests
Is it possible to report on what are the top registered requests for each category, Sub category or Item for a period? This will allow us to determine training requirements for our company. I am sure it must be able to be done, but am unable to find a standard report to do so. Hope you can help
Archiving Data in Manage Service desk plus Ver 7.60 not working
I have scheduled an archiving for closed requests, But its not working. I have tried on different dates, But its not giving any response. Moreover, the backup scheduled have stopped working 6 months ago also. Is there any problem with my database
Crash in Inventory
Hi There I am using Servicedesk Plus build 8010 but everyday I have to restart services because Inventory is not accessible. This is becoming a real issue here and I would like to handle it ASAP. How can you help me? Please. Amir
Major / Minor Versions Grouping Issue
Hi, I've been doing an Adobe asset audit and made a Major version called "Adobe Acrobat" and then grouped all associated Adobe Writer products underneath it i.e. Acrobat Pro 6, Acrobat X Standard etc ... and then created licenses and associated with "Adobe Acrobat" which all looks fine. When contacting our purchasing department who use the "Purchasing" module they're not happy as "Adobe Acrobat" isn't a useful reference for them for their invoices after they drilldown to a vendor and select the
Software Licenses
I have a software license that was accidently associated to a wrong software title(product). I am unable to delete this license because it is asociated with a Purchase Order. I obviously can not delete the PO since it has been approved/paid and closed already. How can I correct this situation? Thanks for the help Karen
Requestor Notification when Assigned to Technician
As Help Desk supervisor, I assign the Request to the appropriate Technician once I'm notified of a New Request. Is there a template I can create (or modify) that notifies the Requestor when, and to which Technician, the Request has been Assigned? Thanks! fredh
customize dashboard in servicedesk
Hi, I want to know does dashboard in service desk customizable? Can I remove or hide some field in dashboard? If yes how can I do that best regards
attached devices not scanned
hello, during network scan only docking station and screen are not detected, only mouse directly connected to laptop is detected any idea?
Solutions object
Hi, Can someone tell how I can add to the subject solutions?I now just have General, Hardware, Softwares. I want to create some next levels under software.
Need to report on the linked tickets in ServiceDeskPlus
I have created a report (Attached) and need to append to the end of this report (the last column) any tickets that are linked to the ticket in that row and have them be hyperlinks exactley like column D. Can you please provide a modified query to the below that will accomplish that? SELECT dpt.DEPTNAME "Department",aau.FIRST_NAME "Requester",wo.WORKORDERID "Request ID",icd.NAME "Item",wo.TITLE "Subject",ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status",wof.UDF_LONG1 "Hours Estimate"
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
Incident Template - Font\Format Issue copying from Word
Hi Support, We currently have a word document for Password Resets which our requesters use. My issue is when copying the content of the document and pasting it into the description of an Incident Template, it initially looks okay, however when saving and going back into the newly created template, the format\font comlpetely changes and extra line spaces are added. Please see below screenshots below and advise. Thanks In Advance Gary. SDP Version - 8105 Browser Version - IE7 (Also Tried in
SDP for mobile phones
hello, - am looking for SDP app for mobiles " android " ,, i found its available in appstore for iphones, but am not sure if there is a version for android!! - my second question is that, if i want to get the application for mobile,, do i need to buy new license ? meaning i already have a pro license, but i want to use the application on mobiles, so do i need to purchase another license or i can use the same one i have ? thank you. sorry for my English Ahmad
Scheduled Report Query
We have a scheduled report which has been setup, by whom I do not know, but one of the recipients has left the company and we are now getting delivery failure messages as the report still trying to be sent to them. As I can only see my own scheduled report and I do not want to contact everyone who has the reports feature to see if it is theres, is there some report / query that can tell me who has what scheduled reports setup? If so, it would be really helpful if this could be reported on, as
ADS "useraccountcontrol" attribute value for enabled accounts
We need the information if a user account is enabled/diabled in AD. Therefore we added a field "Account Status" and try to import the UserAccountControl flag from AD: 512=Enabled 514=Disabled It looks like that this isn't possible, the field is always empty. Tech: http://support.microsoft.com/kb/305144 Can you add this as a feature request please?
One user on multiple assets. Duplication.
Hello. Sorry for my English, translated with help of an interpreter. Scan multiple workstations and assign users. I decided to check for the presence of these stations enshrined users. It turned out that for some stations is fixed one and the same person, even though I assigned different users. When assigning specific user, who is also changed to another station. Help me solve this problem?!
Request per pro.
We are looking for a solution regarding the creation of requests on behalf. For example a team assistant has to create a request for a manager. A similar function is also needed for example if requesting an account deletion (no user will do this oneself) to ensure that the account exists and that the exact user is selected. Right now we are using the Editor function but with the handicap that the status is moved to "On Hold" indicating that further updates are required from the Editor. From my point
Warranty information from Desktop Central
Why will SD not show DC warranty information?
SDPlus and server 2012
Hi Can you please confirm is SDPlus is supported running on server 2012?, is SQL 2012 supported for the database?. I am looking to migrate my install to a new server and would like to be on the latest platforms. If not supported, when do you expect that it will be? Thanks Greg
Need a custom asset report
I need a report with following fields. Is it possible in SDP ? Computer Name Current User Department Previous UserWhat I could make is with only first three fields. I could not insert 4th field in the report. Any help would be appreciated. :) Thanks
Outside IT approval for request?
Hi ServiceDesk Plus Forum, We are looking to replace out current Spiceworks install with ServiceDesk Plus for Enterprise. While we build the server and get ready to install I have a quick question about the Change Approval Board function... We are a Casino/Resort and have many departments. When an end user has a security related request (like new accounts or permission changes) we have a process called "IT Request". The end user creates a ticket, this ticket then goes to the Director of that department
Is it possible to send a request automatically to external party by email?
Some of our requests are handeld by an external party. So we would like to assign the request to that external party and send automatically an email to them with the request details. Is that possible?
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