Mail Fetchin
Hi, We seem to be having a few issues with fetching emails within SD+. Not too long ago we upgraded our Exchange server to 2007 and it would be that since then we have not been successful in receiving emails within SD. There have been no changes to the email account dedicated to SD. We know this account works fine as we can access it via OWA. We've also made sure that the IMAP Settings are set to plain text and that IMAP/POP is enabled for the desired email account. We have no issues sending emails,
Allow templates to be applied to existing requests and change fields
In 7.5.09 you cannot overwrite values in an open request using a template. eg The "call status" field cannot be changed if it is already set as "open". Please make a configurable option to allow this - for example to close common requests with a common resolution completing all mandatory fields. Useful as a "quick close" feature on common issues, ensuring the correct category, etc is chosen. This is how it used to work in 7.0.22 - please make this facility available again as a choice.
SLA based on responded date
Is it possible to create SLAs in ServiceDesk based on Responded Date?
How to schedule a task to every monday?
Hi, we are testing the ServiceDeskPlus and its great. But we need to schedule tasks and we don't know if that is possible in the current version. We know that we can schedule a task for a technician from today till next week. But we need to schedule some tasks for every monday, tuesday and so on and it's too much work to schedule that every day. Is there any possibility to do that in ServiceDeskPlus? regards
How to create a Task for every Monday, Tuesday and so on?
Hi, would be nice if someone can help me with that :) regards
Licensing and Subscription
Hi We are very much interested with Service Desk and Asset Explorer.. however.. as per the website.. you are only offering it on a yearly subscription. What we are looking after is to buy the software so we don't have to renew it yearly. Do you have this option? Thanks
Can a requester blong to multiple sites?
I have the sites setup with about 5 diffrent sites. I have a requester who may need to enter a ticket on 2 or 3 of the sites. I have not seen a way to add the a 2nd or third site to a requester. I am thinking I will need to add a login for that user for all 3 sites. Any help on this would be great thank you. John
Is there a user "logon" log in Service desk?
Hi, Does anyone know how we can determine when (and how often) a user logs into Service Desk via the portal? We are trying to encourage more usage of the portal and less reliance on E- mail but have no idea how little it is used. Thanks
Report combination on resolve time
Hello, I am looking for a report but i can not find him and i do not have the knowledge to create my own query. We want te see the time a request is resolved. Because the users are not very consequent to close a request. I would like a report per Priority like this: Request ID Requester Catagory Subject Status Creation Time Resolved Time Closed Time Then the sum of the requests on priority the max, min and average time between request time and resolve time. Im sorry for my english. I hope some one
why can ui run this in query analyser and not in the query window in reports???
SELECT resource.RESOURCENAME "Resource Name",resource.ASSETTAG "Asset Tag",product.COMPONENTNAME "Product",resource.SERIALNO "Serial Number",resFields.UDF_CHAR4 "Make",aaaUser.FIRST_NAME "User",deptDef.DEPTNAME "Department",resFields.UDF_CHAR5 "Model",regionDef.REGIONNAME "Region", reslocation.siteid "siteid" FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT JOIN ResourceOwner rOwner ON resource.RESOURCEID=rOwner.RESOURCEID LEFT JOIN ResourceAssociation
Sites not listed for technicians
I have imported all requesters from AD along with their sites and its all populated correctly. I then promote a requester to a technician but in the Available Sites selection it's blank and associated sites says "No sites available". Looking in Sites, I can see them all and they appear to be correct. This is the same for all technicians. Manually adding a site without using AD gets the same result so I'm not sure if its my wrong config or if its a bug somewhere. I'm on build 7508.
Determine user's last login to portal?
Hi, We would like to have an idea of how many of our associates successfully log in to our Service Desk Portal. We're trying to encourage the use of the portal for support requests AND system status messages. Is there a table or log that might provide the last login data/time for each user? Thanks
questions about business rules
By creating a business rule with default parameters works perfectly, but when I made it for a site stops working and no matter if I put the same configuration example Business Rule details: Rule Name mail Site * Business Rules When a new request arrives: Define rule Match the criteria below Subject contains "b" Match ANY of the following (OR) Actions set Assign Technician to "root" This works perfect, when I create a similar rule but within the scope of a site, I stop working,
Email forwarding at different times
Hi, We are evaluating SD Plus and cant seem to see how to do the following. We have support around the world to follow the sun, and as such we want to be able to notify different support reps at different times of the day when a request comes in. So The standard time will be set to UK and then when a request comes in between 9am and 5pm an email would be sent to a support rep in the uk after 5pm an email needs to be sent to the next available support rep in Australia Is there a away to do this
Schedule Visibility
Hi Is it possible to allow all of my technicians to have access to the "Tech Availability Chart"? At the moment it would appear that only admins have access to this. Thanks Gary
How do I do a call history report
I'm trying to build a report that shows who's allocated or picked up a calls within Service Desk. Any ideas as the fields within the built in reporting don't seem to hold this information?
Change Calendar Issues
I have noticed an issue in the change calendar: I navigated to the change calendar, then selected "Week" to view this week. I then changed the filter to "All Changes" and the view moved forward by one month. I changed the view again, and it again moved forward by a month. I'm guessing this is a problem because it is close to the end of the month, and the system is selecting the wrong time frame to view.
ServiceDeskPlus SSL Certificate
Hello Can i have two or more certificates to my servicedeskplus? Example: https://name1.testing.com and https://name2.testing.com If yes, i've created a new keystore to the "first" certificate (name1.testing.com) and then a genereate the CSR How do i generate the second certificate? Thanks in advance for your help Rgds
Email Alert for Priority 1 Ticket
Everyone, When Priority 1 tickets are logged, I want an email to go to a ServiceDesk Group, or an email address. I can see how to assign a P1 ticket to a group, but I can’t see how to create the email. I’ve looked in Business Rules and in Notifications. Any help?
how to a) create a copy of a standard report? b) cross the two modules Resources and Software in SQL?
Hello I would like to create a report based on the standard report 'Software Summary Report' of the 'Workstation Summary Reports' section. I.e., I want to create a list showing on which workstation is installed "Acrobat Reader" for instance ==> Filter on 'Software name' Is it possible to create a copy of the standard report 'Software Summary Report' and edit the copy? How? If not, how can I cross the two modules Resources and Software. This is not possible via the 'new custom report' function. Can
Customer Report Help, List of Workstations and Date Certain Software Removed
Hi, I am looking for a report that will list a workstation, user assigned to it, and date a specific software was removed. Looking to generate a report that will list all workstations/servers on when we uninstalled office 2000. Also would like one that shows when a specific software was installed. Thanks,Dave
"Email" on Requester's login page
Is there any way for me to put the "email" field as the Requester is logging in Requests?
Renderer Exception when showing addtional asset fields
I upgraded from 7022 to 7500 and then to 7502 (finally! sighsss), and restored the data. Now I have a problem, I am getting [Renderer Exception] caption for the asset grid columns when showing addtional asset fields. The real name of the additional field is not shown, only this strange caption and the asset grid's "column chooser" cannot be displayed! What happens?, The new release is very nice but Im still suffering with 7.5!
How do I allow a technician to create venders and items when they are creating a new PO?
I tried to setup a new role and allow full control in purchase but they can not create venders or items. I did assign the new role to the tech. Thanks Marty
Change the reply-to address to the assigned techs name?
By default, ServiceDesk sends a reply email to a requester and the reply address seems to be the SMTP reply-to address (like helpdesk@mycomp.com). So if a requester puts in a ticket, and I hit the reply button to ask the user for more information- when they reply it goes to helpdesk@mycomp.com. That would be fine if we are doing the pop3 pickup thing- but we are not- and I would like it to go directly to the technician. Is there a way to change this to the assigned technicians name?
Asset Disposal State
If an workstation asset is set to a "disposed" state, can if be made so that that same asset does not show up under "workstations failed during scan". If its disposed its obviously not plugged into the network and will not scan. We have about 10 older pcs in there showing up. Thanks, Dave
Asset Discovery: Restrict AD Scan to 1 folder OR IP Range failures
Evaluating the FREE, 1 Technician version. Need to discover Assets but I am unable to get much information on it. 1) AD Scan needs to be restricted to 1 OU folder - is there a way to do this? I am 1 department of a larger organization and we only have 1 OU folder where our assets are. I don't want to scan the entire domain and pull in other departments comptuters. OR 2) Using Network Discovery, IP Range - I get about 50% failure rate and don't know if it is a simple firewall issue or not.
Asset Management purging of old assets
I need to get our Asset component of SD+ better functioning, we currently have 18 months of info there and I think very little is of interest. Is it possible to remove all assets and scan again?? Or is there a better way, we are using MSSQL and V7008? Thanks in advance
Loss of Formatting
When a technician or a requestor enters information into the Description field and formats it using the built in text tools in ServiceDesk, once the request is submitted the formatting is lost (such as if you change the text to blue and bold it changes it back to black but keeps the bold.) Same goes for when a technician enters a resolution and uses the text editor to change the text (such as to make something bold and red so the requester will see it when the automated e-mail is generated). Any
which folder contains the logos?
hello, we use a cold standby client/db setup here and this weekend i had to do a failover. i had thought that by copying the custom, inlineimages, and file attachments over from the production sever that everythign would be on the new server (outside of my DB which is stored on a SQL box)....but this is apparently not the case. where do the custom logos get stored in service desk plus? thanks. i took a hit on my test by auditors; and that is annoying since i called support and was told that those
Request for Report Query Help
Hello all- I was a bit surprised to find (or rather, not find) that a very typical report I see in most inventory/helpdesk apps is not a canned report in Service Desk. What I want to be able to do is for it show me a list of filtered apps- and what Workstations they are on. For instance- I need a report that tells me all the PC's that have Adobe Reader and Adobe Acrobat- and show me the version they are. I started to edit a query, but just couldn't get it to come up right, so I got close and exported
pls help on SQL statement : number of times per installed software per department
Hello Could anybody give me please some help on a query which reports me the number of times a software has been installed in a department. Here is the list of the installed softwares. How to extend the query whith the information of the department? SELECT Max(SoftwareList.SOFTWARENAME) "Software",Max(SoftwareList.FILEVENDOR) "Manufacturer",COUNT(DISTINCT(SoftwareInfo.SOFTWAREINFOID)) 'Installed' FROM SoftwareGroupMember LEFT JOIN SoftwareList ON SoftwareGroupMember.PARENTSOFTWAREID=SoftwareList.SOFTWAREID
Phantom Report
Some of our users are receiving a scheduled report email every morning from SD+. However, the email does not have the actual report (either as a spreadsheet or .pdf file) visible unless you forward the email, then it shows up. That's one issue. But the main problem I have is that they no longer need to receive the report. I log in as the administrator and there are no scheduled reports in the system. There is not even a built-in report by the name of the one they are receiving. So now I have
How To Setup A Default SLA That will be Applied To All Requests ?
Hi There, How Can we setup the SLA so that a default time frame (let's say 4 hours) will be applied to all incoming requests ? Thanks
Asset Discovery
I am trying to find some documentation on this.. and the Admin and User guides don't seem to help. I need to discover assets on an AD domain. 1) Unfortunately I am a single department of a multi department organization. Active Directory Domain contains multiple OU folders. I want to scan just 1 OU folder for assets.. not the entire Domain. I can't find a way to restrict the discovery of assets to 1 OU folder within a domain. OR 2) Scanning a Network (IP Range), I get about 50% failures -- I think
"Moving" History to Another Technician?
We originally bought SDP with 3 technicians included. One of the technicians so named is (of course) the Administrator login. However, only two of us need access on a regular basis in the course of our jobs. One of us has been signing on with the Administrator login, and I'd actually like to change that. Is there a relatively easy way to "move" all that ticket and request history over to another technician login?
Technicians the ability to delete communications from the Requestor Conversation
I would like to allow technicians the ability to delete communications from the Requestor Conversation portion of a request. They currently have the delete button but they get a screen saying they do not have sufficiant rights when they attempt to delete a communication. Example: A technician sent an email to ServiceDesk Plus with an incorrect request number in the subject. (##wrong request number##) The technician would like to delete the incorrect communication. Does anyone know where the setting
Solution search not working.
Hi, Im using SD 7.5 build 7509. I have populated the solutions tab with some of my own solutions, but I am finding that the search isnt picking them up even when you enter the keywords! If there is one key word then its fine like "excel" but if its like "file not found" then it will not find it even if you put that into the key words and type that into the search. I have tired different ways like putting file not found, file, not, found, "file not found", and nothing comes back. Does anyone else
Can tasks be included in Preventative Maintenance Tasks
So far, I cannot find how to do this. Effectively I want to create automated 'Daily Check' Procedures for the technicians. Rather than create a new request for each morning's activity (e.g. server checks, voicemail, email and other 'routine' functions), I'd like to create a request not disimiliar to a 'New Joinee' template. The New Joinee (default) template includes a plethora of tasks to be completed, before the request can be closed. Following the same logic, it would be useful to have this created
Asset Management : Issues & Questions
Hi, There two areas of Asset Management I’m having problems with. 1. Multiple IP’s We have a number of servers that host multiple IPs (Typically IIS boxes). Some of these servers host up to 20 IP’s. How can I get SDP to classify these as one Server? 2. Workstation Classification Everything is detected as a Workstation. How can I change the “IT Asset” to something other than “workstation” or “server”? SDP v7.5 Build 08 Many Thanks Marc
Next Page