Technicians assigning requests
I have a bit of a turf war going on where technicians are assigning requests to one another and they bounce back and forth. Is it possable to remove the ability for the technician to assign requests but still have the ability to pickup and assign to themselves? Regards, Patrick
Modify Workstation Assets
Can anyone offer advice on the following scenario? Yesterday Workstation Name | Service Tag AAAA 1111 BBBB 2222 Today after Service Tag 1111 died AAAA 2222 (swapped HD 1111 into this system) BBBB 1111 (disposed) How do I clean up my Asset list/properly show what has been done? System is confused when performing asset scans now. I hope to repair system 1111next week and redeploy,
Assets in SD+ 7.6 (7610)
Good day! I have 6 storage lockers with 5 shelves in each. I have workstation NICs in locker 2 shelf 1 and server NICs in locker 3 shelf 4 I have video adapters in locker 2 shelf 2 I also have projector bulbs in locker 2 shelf 2 externals HDDs are in locker 1 shelf 3 and locker 2 shelf 4 and so on In SD+ i have only ONE field - Location to define where my asset is. Questions are - how can i get the list "what is in the Locker 2 (grouped by type)"? - how can i get the list "where are all NICs (both
Business Rule - 'if Site is"
Is it possiblel to create a rule that will target a site, so for example in the default settings, I want to create a rule that will say if a user of siteA creates a request it will do what I want.
Business rule question on SDP Version 8 beta
Hi All, I've been trialling Version 8 of SD+ and found it to be very good. I have run into a slight issue which I thought I could work around, but I'm missing a field in the Business Rule options to help me through; I'll explain the background. We regularly have people email the helpdesk and because we're all busy people, the calls often don't get picked up. For this reason, I've set all new emailed calls to have a half hour escalation SLA to ensure they're assigned. But I need to ensure they don't
Need specifics reports
Hello, My managers wish to have the following information. (SDP Buil 7506 and MS SQL Server) 1/ To calculate for every request, the elapsed time between its creation ( Open) and its attribution in a technician, which for us corresponds to the status ( Assigned). 2/ To calculate this average time, over the previous week and the previous month. ----------- 3/ To Calculate for every request, the elapsed time between its attribution to a technician, who for us corresponds to the (Assigned) status and
Two Bugs Relating To Task Lists
Hi, I have two problems to report, using 7610 but they existed in previous versions also. The first relates to viewing my open tasks. I view my open tasks by clicking "Show All" from the "Home" -> "My Tasks" section. This brings me here <hostname>/TaskDetails.cc?TYPE=MYOPEN After I click on a task, and perhaps change its title, and hit save, instead of just bringing me back to the list of "my open tasks", the page now displays ALL tasks every created. The URL is still <hostname>/TaskDetails.cc?TYPE=MYOPEN
Change in Pass Through Authentication Servers
Hi. We recently changed our domain controllers in our network and forgot to update Servicedesk before the old servers were decommissioned. Can you please let me know the best way for us to manually change the DNS Servers in our Servicedesk Plus Configuration. Thanks in adance Dean
Custom login not working
I followed the instructions found in the solutions of SDP to modify the login page. The only thing I changed was added the word "test" to the page. The page displays correctly, but when I sign in, the browser clicks over and over again like I'm being redirected back and forth between 2 pages. If I then click on my favorite for the site I am brought to the home tab with me signed in correctly. While the page is clicking, I did a View\Source and this is what I see <!DOCTYPE html PUBLIC "-//W3C//DTD
"Enable Local Authentication"
I have a litttly tricky problem, I am unable to logon with SD Admin account after disabling the option 'Enable Local Authentication", but able to login with all domain accoutns except Administrator any help
SD+ Not keeping modifications made to request template
Im trying to add and move fields in a customized request template as an administrator/local auth.. It allows me to save it but it doesnt keep the changes and goes back to random format. Im on build 7609 and dont see anything addressing it on 7610.
Approval Requests being Deleted
After an upgrade from version 7.5 build 7510 to 7.6 build 7608 some of our technicians have noticed that a few days after an approval is sent over to management the approval request disappears from the ticket and is no longer viewable under the ticket history. The particular requests were still in the pending approval state. Has anyone else experienced this?
Software tracking by user
Hello, Some of our software is licensed per user - an individual user can install it as many times as they want. Is there a way to track this in SDP?
Patches Folder
Hi, Once an update has been successfully applied is the data in the folder C:\AdventNet\ME\ServiceDesk\Patch still required? Thanks
Attachments
Hi I want to send Attachments in "E-Mail technician when a request is assigned" it is possible ? It is possible in another way - automatically. To send Attachments to some @ adress The story looks like that: We have account in SD for external IT provider who deliver to us services. After assign a request to technican email is send to external company and there a ticket is created in their service desk portal. After respond our employee close the ticket in our SD. The problem is no Attachments in
7605 Showing Acme Logo in Reports / Purchase Orders
We upgraded to 7605 last week with the advisement from one of your technicians. Which then gave massive problems with restoring the data and we were without SDP for a few days. I have changed the logo in admin, etc and it's working fine for the logon and the top left hand corner. However, in our reports and purchase orders, it still has Acme logo?
Service Desk & Apache
I have been trying to get the Service Desk Tomcat server to talk with the Apache ( 2.2.12) install on my Linux server by using mod_proxy_ajp. I have setup the proxy pass and the proxy reverse pass using the ajp protocol. The Tomcat server is running on port 8089 and when I point the proxy pass throughs to the port, it seems to respond prior to returning a 503 error. Has anyone been able to successfully get the Service Desk Tomcat server to communicate with an Apache server using either mod_proxy
Cannot view email created tickets as Requester, and therefor not user the $RequestLink in the notification email
Hi, We are evaluating ServiceDesk Plus and now have a technical question. We have enabled the mailserver settings and imported our AD users. Also some of the notificationrules are enabled. Our problem If a requestor e-mails the ServiceDesk directly, a notificationmail will be sent to him with a possibility to view/change the status of the logged ticket ($RequestLink). If we in this mode try to use the URL ($RequestLink), we first get to the loginpage of the portal and we then type the requestors
Allow sorting software by Installed Column
Currently in 7.6.0 Build 7605 I am unable to sort sofware by the Installed column. This would be very handy when cleaning up the thousands of useless entries after doing a domain scan.
Notification on change status update?
I'm wondering if it is possible to send a notification to a technician when the status of a change is updated. For example, when the status is changed to "Work in progress" I'd like to send an email to the group that is on call so they are aware of the work in case something blows up. Any ideas?
ServiceDeskPlus Forums link broken
When clicking on the Support tab inside ServiceDeskPlus and then clicking on the "ServiceDesk Forums" link, the page that link directs to is a 404 error. You'd think that you guys would be able to create a link to your own website. And, get this, the 404 page that is displayed by your website for the broken link? It gives a few links to click on, one of which is the "Home" link, which one would assume would at least take me to the forums home page. No dice, it too returns a 404 error page. Your
Domain scan - Probably the workstation might be switched off
Domain scan - Probably the workstation might be switched off This error is not true since the PC are on and connectivity is good. How can I get around this ?? Thanks Sal :?:
Ability to add a note to the technician when a request is re-assigned
Can you look to add the ability to add a note to the technician when a request is re-assigned please. At present you can add a note that is sent to the currently assigned technician, which is great, but when a request needs re-assigning it would be very useful to be able to annotate that re-assignment so the new technician knows why they have been assigned the work for instance. Ideally the re-assign screen could have an additional text box added below with the option to send the note to the outgoing
Hotfix 7610 released
Dear Users, An Hotfix upgrade over 7600 has been released and is available for download. Following are the list of issues that gets addressed / fixed in this hotfix upgrade . Issues fixed in 7610 SD-25177 : Login Credentials where passed through the URL when the Pass-through Authentication is enabled and the user tries to login as different user issue fixed. SD-29143 : NullPointer Exception while dissociating a technician from a site, When 'None' is selected as a value of a condition under business
SSO no longer working
This has been one headache after another. First SSO worked flawlessly. Then a hotfix came out and SSO is broken. Then another hotfix comes out and SSO is kinda working. Worked with a Tech and got SSO working again, kinda. Now, new hotfix comes out (7610) and SSO is broken once again. What kind of idiots run your QA department? If my company delivered products with as many bugs as you guys do, we'd be out of business. I'm really tired of hotfixes and patches that introduce more bugs than they
Problem and Change worklog details
Change Work Log Entry: Change ID Subject Change Description Created Time Time Spent in Hrs Cost Entry Description Technician Cost Entry date Category Requester Resolution MY-SQL: SELECT cd.changeid 'Change ID',cd.title 'Subject',cd.description 'Change Description',DATE_FORMAT(FROM_UNIXTIME(cd.createdtime/1000),'%d-%m-%Y %k:%i')'Created Time',ct.timespent/3600000 'Time Spent in Hrs',ct.description 'Cost Entry Description',au.first_name 'Technician',DATE_FORMAT(FROM_UNIXTIME(ct.RECORDEDTIME/1000),'%d-%m-%Y
Solution reports
Category / Topic Subject / Title Contents Created By Created Time Last Modified By Last Modified Time Status MY-SQL: SELECT KB_Topics.TOPICNAME 'Category / Topic',Solution.TITLE 'Subject / Title',Solution.DESCRIPTION 'Contents',Creator.FIRST_NAME 'Created By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.CREATEDTIME/1000),'%d-%m-%Y %k:%i') 'Created Time',Updater.FIRST_NAME 'Last Modified By',DATE_FORMAT(FROM_UNIXTIME(SolutionInfo.LASTUPDATEDTIME/1000),'%d-%m-%Y %k:%i') 'Last Modified Time',Sol_StatusDefinition.STATUSNAME
User close their own ticket
A lot of times users will put in a ticket and then figure out the solution for themselves. It would be helpful if they could go to the resolution tab of the ticket and close it themselves. I would say they should be able to change the status to completed, add text and save the ticket, but not save as solution.
TicketOwner?
In SLAs there is a TicketOwner$ option, is that the requester or the technician?
Can't deactivate Categories in SD Configuration Wizard
I am trying to deactivate categories in Sd but not delete them. I was previously able to do this but can't now. i am currently on SD version 7608. Is this changed from 7600?
V8 Beta Template Question
Hi All, I'm currently trialling the new V8 beta which seems to be really good. However, I'm trying to find a way to change the SLA violation templates and after much searching, I can't seem to track them down. Can someone point me in the right direction? Thanks a lot, Scravid.
Addition of an "Interested Party" field
Hello all, My organization has been using ServiceDesk for quite a few years, but would like to see another field implemented. A few other applications we use in our IT department use an "interested party" feature in their help desk tickets. What this basically consists of is an ability to add any user (even outside of any department) who would like to see the status and progress of a ticket. Usually this is simply done by inserting the user's name and/or e-mail and sending them a copy of any
"Ordered" status in ServiceDesk Purchase Orders
After a PO has been approved, it would be great if an additonal status of "Ordered" or "Items Ordered" were available. I do POs a couple of hours per week, with the rest of the time spend on other tasks. We have enough volume now that it sometimes gets confusing which POs have been approved (with the order placed to the vendor and waiting for receipt); and which PO has been approved by my supervisor but is waiting for me to actually send out the order to the vendor. Any help would be appreciated!
Question on setup: two teams using one Service Desk
We would like to use Service desk to handle our tickets for both the IT team and the Facilities team using the same installation of Service desk. What is the best way to do this? Currently we have email accounts set up for the individual departments (IT and Facilities) that forward to a single account that is picked up by Service desk. These emails then need to be sorted and assigned somehow. Is there a better way to do this? Can Service desk be configured with the ability to pick up from two separate email
How to make logon screen default to given Domain Name
How do you set the logon Domain Name default on the users homepage? Can this be set on the link given to the users or another may.
SDP: Is it possible to back out hot fixes?
Hello, I'm developing my plan for applying the 7610 hot fix to SDP. Part of my planning is developing the backout plan should something go wrong. So my question is whether it is possible to back out a hotfix after it has been applied. If this is possible, what is the method? Thanks!
Two problems with Scheduler / Tasks
Hi, We use SD Plus 7605 and have started using the scheduler. There are two problems with it which we would like fixed in the next service pack. 1) In Home -> Scheduler Task shows up for technicians on the scheduled "end date", not scheduled "start date". I think the tasks should either a) Appear on the tasks scheduled "start date", or b) Preferably have some sort of visualization to show them extending from the "start date" to the "finish date" 2) When opening Tasks of mine from the Scheduler, then
Knowledgebase requires login?
Why does the knowledgebase/solutions require that a user have an account and the ability to log in? Solutions should be open to the public, easy to get to and be the first line of defense for the help desk. It empowers users to fix thier own issues and not tie up support engineers on routine calls. So, why does the KB/Support area of ServiceDesk plus require that a user be a valid user with a login in SD+ before they can view? Or am I missing something here?
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it.
After 7.6 Upgrade the Purchase orders email sent from address is no longer from the Tech who created it, I can't find any way to fix this. any ideas??
Technicians
I am unable to add a new technician. I have a license for 5 technicians, created 3 (not counting the built-in administrator account), yet the license info tells me that I am using 5 technicians already. Previously created technicians got deleted a while a go. Does this got enything to do with it?
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