Purchase Order Mail Flow
Hello, I am in a need of an assistance, I have a system of yours build: 8.0.0 Build 8000 I need to perform a purchase flow in which the flows go to 3 VP's and once a VP approves then the flow will send an alert to the next VP, Right now is sends the alert to all of them together, Please help me to overcome this
Reply to an incident on client portal opens a blank popup
when a client tries to answer an incident clicking on reply, it opens a blank popup and cannot answer.
How do I report on the time a Request/Group of requests have been assigned to a Technician/Group
Hi, We have an outside company that will be working on Requests for us and I plan to have the company technicians assigned to a group. I want to be able to track the time that Requests are with the other company, i.e. in that group (not just the amount of time they decide to state in the Work Log). If I have a Technician Group with several Technicians in the group, can I report on the duration of time a particular Request (or for that matter, all Requests) had been assigned to that group? Even
Example UpdateRequest API Submission
I am trying to get the UpdateRequest API to work in Servicedesk Plus (Build 8.0.7) using the Servlet API. I have the AddRequest API working fine but am striggling with the Update Request. The URL I am subnmitting is: "http://localhost:8085/servlets/RequestServlet? fetching &workOrderId=116&resolution=Job Completed&technician=technician1&username=technician1&password=pa55w0rd&operation=UpdateRequest" The message I am getting is Failure: workOrderId cannot be empty Can someone point me in the
Email Notification After Business Hours
Hi, can I set up a email notification to my standby technician if a request is opened after business hours with a certain priority ? thanx, Ronald
Purchase Orders - Cancelling Purchase orders without deleting
There are times where we need to be able to cancel a purchase order but keep the details within the system for auditing purposes. I would like to see a new status and option created to cancel a purchase order without deleting it from the system. The main Total should be zero as the purchase was not completed but the purchase order with all the ordered details such as product type, quantity, Price, Tax etc should still be intact. Currently the only option is to delete the purchase order but
Is it possible to associate an incident template to a specific requester email address?
I would like to associate alert and notification emails that come from specific requester email addresses (e.g. alerts@abc123.com) to a specific incident template. Is this possible and if so how is it done? Rob R.
Item Cost in Reports?
Is this feature ever going to be put back in? If not, I need to start looking at other products.
Mail fetching format
When I use the fetch mail function in SD+ and the fetched / imported mail is formatted with some fancy style with tabs and some extra lines it looks very different from the original when i view it in the SD+ request que. Is there a way to change or keep the format of imported / fetched mail? I use SD+ 8010 with SQL 2005.
Sort Request by Last time updated
One feature we are missing with Service Desk that we had on our preventer helpdesk application is to sort request by the last time they were updated so we can clearly see what tickets have not been updated by a note, e-mail, etc. I have seen other request for this feature going years back on this forum and the requesters were told that this is in works. Is it still "on works" or are there not plans for this? Thank you Marcus.
i m using your helpdesk software in my company, but through that i am not able to send email to public domains, within the internal network i can send emails properly.
i m using your helpdesk software in my company, but through that i am not able to send email to public domains, within the internal network i can send emails properly.
SDP -$SolutionLink provides an invalid link
Hi, I've noticed that in SDP when a notification is sent to technician when a Solution has been approved, the $SolutionLink contains the http://hostname part twice in a row, which renders the link unusable. (ex. http://mycomputer/http:/mycomputer/addsolution.do?solid=8) Please refer to the screenshot attached for more info.
One service desk for two departments
My situation, that we have two departments with separate helpdesk and management, and have one service desk installation. Can two departments use the same service desk that will require monitoring two email accounts and two administrators? Any help would be appreciated. Best, Jac
Technician Notification
Hello everyone. I wanna know if there's any way to make the technicians accept the ticket of the client. Ok, here is my problem: I got a ticket that was opened by my client, i wanna know the time between the ticket opened and the time that my technician really start to work at the ticket cause I wanna know the lag between. if that function already exist please please someone could help me to find? thanks in advance.
SLA Notifications only on Operational hours
Hello Everyone I'm having a problem with the notifications of SLA. I receive a lot of emails of SLA scalation on Saturday and Sunday and i want to know if there's a way to configure my SLA to send scalation emails only in the days that I configure on my operational hours, that will be on Mondays.. Friday between 8 a.m and 6 p.m thanks.
Resolved time in Report
Hello, We are trying to create a report that shows Request ID Request title Request opened date/time Request due date/time Request resolved date/time Overdue status Grouped by Technician I can't seen to find resolved time in the custom reports
Change name "System" on View Requester Coversations
Dear All, Please help me configuration change name "System" (Send mail From: System) on View Requester Coversations. Thanks & best regards
Any way to create a Reocurring Ticket??
Hi, We have some tasks which need to be done on a regular basis. Ideally, a task could be scheduled and then reminders sent to the technicians to get it done before the weekly deadline. Is there a way to do this in SD or is this really a feature request? Thanks, J
Inconsistent change detected in date settings.
Hello, We receive the message: "Inconsistent change detected in date settings. Please restore original date settings" We tried to start it from the command line but same error. When we change the date settings to one month forward, we can succesful start the servicedesk. We change the date settings to the write time, after a day servicedesk will stop functioning. We have a vaild license. Can some one help ? Thanks, Pim
PMs showing up unassigned
Ever since I upgraded from SDP 8000 to 8011 I've been having issues with our preventative maintenance tasks. Almost all are showing up in the Requests section as unassigned even though the PM settings show it's assigned to a technician. It seems the only time a PM shows up as assigned to the correct person is if the technician is an SDAdmin. I've tried creating new PMs and they behave the same as the others. I can't find anything in the release notes to indicate this behavior is on purpose, so
Workstation summary report
I've created a summary report for all workstations. After generating the report, any workstation that reports more than one CPU shows the "General Information" field once for each CPU, so I get two lots of assigned user, department and site. Multiple CPU systems that only report one CPU - such as Mac Pros - only display it once. Is this by-design, or a bug?
Report of requests by hourly intervals
I need to generate a trend report to show senior management where our peak call volumes are throughout any given day. I cannot seem to find a way to generate this, at least not in the canned reports. Can you direct me to a solution for this? Thank you.
Problem with assigning a technician in business rule
I have a business rule which must assign a technician to all of incoming requests. After update to build 8011 this business rule doesn't assign a technician. Is this a known issue?
assets reports
How to get all assets that were added/deleted yesterday?
Use up a Technician for REST API Requests
Hi, We are going to make use of the REST API to add requests from a website we have to servicedesk plus. We only need it to add requests. My question is do we need to use up a technician license just to create an API key that can be used by this process? I don't really want to use a real technicians's key for this.
Set remote control settings to "do not prompt user" by default
How can we set it so when a new workstation is added, the remote control setting is "do not prompt user." I know we can change this setting easily, but it would be easier if we could just set this to the default. Is this possible? Thanks!
8011 Performance?
Hi All, I'm wondering if anyone else is seeing a downgrade in performance when going from 8008 to 8011. 8008 was very quick to respond to clicks in the user interface. 8011 is inconsistent - sometimes it's 'normal' but othertimes it's noticeably slower. The application is running on a Windows box, running as a VM under VMWare ESX 4.1. The ESX hosts are lightly loaded and the VM itself is likewise lightly loaded. It's just the SDP app that's sluggish. Any thoughts? Thanks, James
Mode not set to Web Form when users make their own requests
I have modified the Default template for generic support requests. For the "Technician" view, I have set the mode to "Phone Call". For the "Requester" view, I have hidden the field. However, when requesters submit requests, the mode is still set to "Phone Call." Is this because I have set it as the default selection for the "Technician" view? I thought it would get changed automatically depending on the method of request. Thanks!
Expiring workstations
Is there anyway to get a quick view of workstations which will be expired in a certain time?
Probe cannot scan
I have tried scanning with Probe, both windows domain and network scan. The workstations are found but all of them have error saying that the connection parameters are wrong. I have double and tripple checked them and am 100% sure they are correct. Computer management, WMI control on the PCs shows the error that the RPC server is unavailable. I suppose this has something to do with it. How do I switch on the RPC Server?
Service Desk Plus 8 Multilanguage version
How can I have two language in the application I have people that does not speak englinsh in the company. Thanks
Auto CC to a user
Hello, I am currently attempting to add a user to the auto-CC, but it only seems to work with technicians. Is there any way I can add the user automaticly to the CC line of a reply?
You are not authorized to view this page.
We have been evaluating ServiceDesk+ for a week or so and once we decided to buy it I went ahead and customized it for our help desk. When I finally received my license and applied it I was no longer able to access any parts of the site. All users have the same problems as well including the default administrator. I keep getting "You are not authorized to view this page.". This doesn't really make sense to me since I only applied the license and nothing more. I would grab the logs but I can't
Problem in Agent runing
Problem in XP Agent not running properly showing "Application fail to initialize properly(0xc0150002)"
CUSTOM FIELDS IN CONTRACTS?
Hey Guys, I'm running version 7, and lovin it. But! is it possible to add some custom fields in the contracts function of the application? i would like to add a couple of drop down fields that can create some kinds of categories for the contracts module. Now that would be awesome. Paul
Use of Helpdesk in Desktop Central
I want to use the Helpdesk-fucntion in Desktop Central. I configured "Service Desk Plus". Everything is fine, except in Desktop Central under "Authentication details". I need to generate a key. I try to folow the instructions provided by Desktop Central, but I don't see the "Desktop Central Server Settings" under "General" block in Service Desk Plus. Is this only visible when you pay for it? Thanks!
Inventory attached printers?
I'm evaluating SDP Pro--it has done a great job of inventorying our workstations and servers, but I can't seem to find a way to get a listing of all the printers we have attached to the workatations. Is this possible? I thought it would show up on the Printers link, but no printers show up. Thanks!
Category, sub-category, and items
I'm planning my my category tree and I have a question about the category, sub-category, item relationship. I plan on adding a "Hardware" category with the following sub-categories: "Blackberry, copier, check scanner, workstation, printer, monitor, scanner, other". Do I need to have items associated with each of these sub-categories? I don't know what else I would include as items because this would become too specific. For reporting purposes, do I need to add items? If I run reports, would I simply
Can I create a View in ServiceDesk database in MSSQL server 2003
Dear Maljeev, Is there any harm in creating a View in ServiceDesk database in MSSQL server 2003, We will use this view to query some info from SD+ database and using that view we will generate report in crystal reports.
Monitor is a Non-IT Assets or Asset Component?
Hi people, I'm looking for the best way to insert my monitor on the SDP and now I have one doubt. Discovering in the Asset Management I found 2 ways to create Monitors: 1 - Monitor is a Non-It asset 2 - Monitor is a Component Looking for the functional use, both can be "attached" to one computer but, when you use the option 2 (Monitor is a Component) you can use that to associate to ASSET not to User or department. So, I'm want to know your opinion. Thanks, Murilo A. Gomes
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