One site, multiple time zones, how to handle SLAs?
Hello. We are new to SDP and have not yet rolled it out to our users yet. We are a smaller company, with requesters spread throughout the USA, hence different time zones. All of our Technicians are in the eastern time zone, except for 1. He is in the pacific time zone. We cannot use sites because all of our users need to be able to view all requests. Therefore we have 1 region, USA, and 1 site, Everyone. How is the best way to handle our Service Level Agreements? Because if my California Technician
Compare products
How do users compare other Help Desk products (like SpiceWorks or Enterprise Wizard) to ServiceDesk Plus? I am demoing SeviceDesk Plus and I like the features but - SpiceWorks is free.
Purchasing Module Notification Rule - Addition
We are using the Purchasing module for all orders in our IT department. We would like to see the ability to add an automatic notification rule when an order/item is either received or partially received. This way our purchasing department could automatically be made aware of the receipt of an ordered item. Thanks!
Delete all Requests (more than 30000) from DB
Hi, The UI option is not workable as the number is high. What are the steps to delete all Requests. These requests were generated during testing of integration of external applications via the API. Thanks sV
link description to dropdown
So i've got a question: Lets say i have the category : hardware hardware has its subcategories: printers,servers,screens,desktops,laptops and so on. Now lets say i select Hardware with subcat: desktop i want to to have following text in the description box: serial-number: pc-name: brand: if i select an other subcategory i want it to automatically adjust the text in the description. Now is there an other functionality that does the same? Or can i create a plug-in to do this?
Problem with Reply to a Request
We are running SDP 8.0.0 Build 8010 on a Windows Server 2003 with SQL 2005 DB. Since a few Days, some of our Customers ( 5 at the Moment) cannot reply to their own Requests. AD Integration, SSO and logon to the SDP works fine, but if they press the Reply Button in a Request, the new Reply Window is coming up, but nothing happens, the Window is "blank" and flickering. Any Suggestions ?? Thanks in Advance René
HOWTO: Remote Access
Hello Guys, I'm kinda wondering. I am exploring Remote Control. However, i installed an agent a workstation, but nowhere on the detail of the workstation, i'm able to actually take over the machine. So i follow the path: Inventory, Workstations, i open the workstation detail, and i presume some button must be present there to remote control the machine... I cannot see anywhere anny link to take over the machine... I am the SDAdmin of ServiceDesk. Any suggestions on how and where i should see this
Asset Assignment
I'm checking out ServiceDesk Plus to replace my current ticket system. I'm wondering if it is supposed to automatically assign the asset to the requests? It seems like it would be easy enough to cross reference the AD username with the Last Logged In User Thanks in advance. Kyle
Service Catalog Item
Is it possible to create a Service Catalog item that does not have the Subject or Description fields in it. I can't see a way to remove them from the workspace but want to be sure. This would be useful for services where the end-user just has to fill out a simple form (such as User Management -> New Hire or Software -> Software Installation Request). Thanks!
Hi there, I have issues with my ServiceDesk localhost..... It cant display its page.
Hi there, I have issues with my ServiceDesk localhost..... It cant display its page. from a link on my Intranet or directly from the host Server. Please help!!
ServiceDesk Manual
Is there ebook manuals for administrative purposes for ServiceDesk Plus? If anyone has it please assist.
Exchange 2010 SDP 8
Good day, We've switched to exchange 2010 as our mail server and from this moment we are experiencing very slow perfomance in the situation where SDP sending email, on all other everything is ok. Can you suggest me where the problem can lie?
hide requester name column from all requests' accounts
Hi all , Excuse me , is there a way to hide requester name column from all requests' accounts that apply from admin screen I know how to hide this column but i have above 500 requester , it's not logical to edit all these 500 !! Any idea to do something from admin side and apply to all ?
Creation of Techncians and non-login technciians
Can we have a list under technicians tab in such a way that it should show us technicians and non-login technicians seperately. Due mixture of both of them it is difficult to view who are technicians and who are non-login technicians. I have came to know that multi-level aprrover is in future release, so that multi-level should be in such a way that higher level approvers should come to know who were the previous approvers with there comments.
MySQL Query reports
Hi, we test demo and want to receive reports: 1. Time of reaction 1th line a) Assigned time - Created time SELECT YEAR(T.Date) "Year", MONTH(T.Date) "Month", MAX(T.Time) "Max", MIN(T.Time) "Min", AVG(T.Time) "Avg" FROM (SELECT FROM_UNIXTIME(wo.CREATEDTIME/1000) "Date", (wos.ASSIGNEDTIME - wo.CREATEDTIME)/1000 "Time" FROM WorkOrder as wo inner join WorkOrderStates wos on wo.workorderid = wos.workorderid T group by 1,2 But the report not correctly. b) Completed time - Resolved time, but Resolved time
Change Workflow in Roadmap
Hello, I am really looking forward to your work on the Change WorkFlow in your Post 8.0 Release roadmap. I am curious about your plans for that though. Will you be providing the ability to customize our workflow and to have multiple workflows? Let's say that we have two different planned workflows: a software development workflow and a IT infrastructure workflow. In the software development workflow we would have stages such as Planning, Change Management Reviewed, Development, system Test, User
Linking of requests
I love the new feature of linking requests, but think it could be slightly better. While in a ticket you can of course link tickets to the ticket thus making it the master ticket. But linking tickets to the 'master' ticket isn't as easy. My idea is this.... perhaps have a menu item to 'link ticket to master' and this will bring up all master tickets that have tickets linked to it so it is a quick step to link tickets. Another idea to build upon this would be perhaps to have the option to either
API to list all requests
Are there any APIs to list all requests? If yes, where can I find the details? Many thanks.
PO Status Changes
Good Afternoon, I had a question about issues with some quirks I was noticing in the Purchase Order section. It seems that if that I change anything inside an approved PO (whether it's just a note saying it's been purchased, or whatever), it changes the status of the PO to "Pending Approval." Is this the case? It would be nice if we could make it so that when only things that are "required fields" get changed, it needs to get re-approved. I think that would encompass most important things (PO
daily statistics ( KPI ) - cron job?
Hello For performance statistic purposes (KPI), I would like to run some SQL statements in one (or more) queries in order to build me a table with history data like backlog per end of the day number of incidents created on one day number of service requests on one day ...History data with number of <request type> per day is easy; I can get this history directly via SD+ reports. What about my backlog statistic? How could I generate a history statistic on the backlog per day? Should I do a daily SQL
Technican Notification Mails
Dear all, we have in use ServiceDesk Plus Version 8 Build 8010. We have one major problem. We´re two technicans and get no notifications about new requests or else. In the configuration i see the following that the the technicans are not in "" (see screenshot) Please help. For more informations please contact me. Greetings Boris Bäckler
Re-mapping fields in Active Directory Import to SD+?
Is there a way to change the AD Field Mapping "Office" field to SD+ "Sites" to the "Company" field in AD?
UI Skinable or brandable
Is the UI Skinable or brandable?
AD Domains and Login **URGENT**
I just run the upgrade from 8.0.09 to 8.0.10 and now there is no domain option in the login. I do not know what (if anything) the admin password would be as I inherited this system only recently. No one can log in. We are running Domain Sync but not Domain passthrough. Brett Bridger
Reply or Forward a Ticket by SDP mail command
Hi, How can I Reply or Forward a Ticket using SDP mail command? Thanks
Version of Tomcat bundled in SD+ 8?
All, I need to provide information regarding the web server used by SD+ version 8. We have SD+ installed on a VM running Win Server 2K8r2. I understand SD+ is bundled with Tomcat. How can I check the version? Thanks in advance! Thierry
UK partner?
I've used Servicedesk in a previous role and I'm hoping for approval to implement in my new company. I'm pretty sure that we dealt with a UK based company previously but I can't seem to find anyone on your website - do you no longer have a partner here? Thanks
Total record number when viewing report differs after exporting report
Running SDP build 8008 I run a report on our survey and get total records 74 However when I choose to export to excel and open the excel file it now says total records 134
Bogus Domains in Login
Ever since we've re-established our link to AD (AD Authentication is on, Pass-through is off), the login screen has two additional domains listed that we do not use. in addition, there is no "local" option for those requestors without a domain to use. Is there soemthing that can be done? Thanks in Advance Brett Bridger
Report Request - Number of Tickets per Site
I am looking for a report that will show me how many tickets were opened / closed per site for a given period (LastQuarter, LastWeek, etc..). It would look something like the following: Site Name: Opened: Closed: Within SLA: Exceeding SLA: Site #1 125 75 73 9 Site #2 9 6 6 0 Site #3
WBS in Service Desk?
how do i create a WBS within Service Desk? I have a request and want to add many tasks underneath it and assign them to other technicians and then report out. HELP
Ajax error in Asset tab
Hi, We have little less than 2000 asset registered at the moment and we'd like to add more but an annoying problem is getting in the way. When we click on any link within the Asset tab (like for instance "Workstation(s)/Server(s) Detected") i get the following error in a popup window: Error while fetching ajax response : Component returned failure code: 0x80040111 (NS_ERROR_NOT_AVAILABLE) [nsIXMLHttpRequest.statusText] This happens using Mozilla Firefox and has been replicated on multiple computers.
Change CAB request
When a change request has been sent for Recommendation and all the cab members has marked them as recommended it should change the status from "Requested" to "Recommended" automatically.
technician permissions
hi please i want to ask if there is any possibility to prevent technicans from modifying tickets except changing the status of the ticket to "resolved" only because when i check the box "Resolving Request" i realized that the technican will be able to modify most choices in the ticket so please advice and thanks in advance
linux auto start script for servicedesk
hello, I was wondering if there was a script available to be able to start servicedesk on boot for linux thank you Naynesh
SDP - Keep X Automated backups
I would like the ability to configure the automatic backup feature to only keep X number of backups. This would be independant of the schedule. My case: I run backups weekly. I really only want to keep 2 or 3 around. Currently, I have to go periodically and prune backups I no longer need. I would like SDP to do the cleanup for me and have an option to keep a certain number of backups around.
Service Desk Plus on Hosted Servers...
Can I use ServiceDesk Plus on hosted servers? I have my web hosted on host monster and i want my service desk to be hosted there. is it possible...?
Conditional Access to Set Certain Priority Levels
We would like to see a feature where we can define a priority level and specify that the priority level can only be set by say users with the SiteAdmin role. There are cases where we do want to be able to assign a request a longer than usual SLA but we want to restrict who has the ability to apply this SLA so it is not abused.
Mail To email address used to create request
I need to find out what Mail To email address was used to create a request. Where in the database is the Mail To email address used to create a ticket stored? Thanks! Frank
"Unable to fetch technician details" after server migration
Dear all, after a server migration everything looks fine and working on the first view. But there is one issue - when I want to edit a technician I got the error message " Unable to fetch technician details". On the old system from which the database backup was taken everything is fine and working. We are using Build 7602 at the moment. Any ideas how to resolve this issue? Thanks, Heiko
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