Add work log from create screen
My organization requires that a work log be added to a ticket before it can be closed, but it is not possible to add one from the same screen that you use to create a ticket. The technicians have to create the ticket, then add a work log and resolve the ticket as a separate step. It would be nice if the "add work log" checkbox on the resolution tab would be added to the create screen to fix this.
Creating Custum Views
How to create a " New Custum View " and make it public for all the co-workers of the company ?
downgrade
how can i downgrade from 7506 to 7.0.0 build 7021
importing xml asset data into assets inventory
importing xml asset data into assets inventory ??
Status for Requesters
Hi, Is it possible to give a requester a status? I.e.: active, inactive, resignation or other. Ofcourse you should not delete "old" requesters for the history, but the list "active" requesters is very long. In Active Directory this requesters get the status: "disabled". So probably you can use this. The list in ServiceDesk is then more up to date and the "inactive" users are still available, but not direct visable! Gr. Ferry Pranger
I CANT CONNECT TO SERVUCE DESK FROM THE NETWORK
i cant connect to service desk from the network but i can connect to it when i am on the server. why is that and what can i do?
New PC
I have ran the Audit several times and it has not found my new pc i have on the network. Any ideas? Thanks
More then one approver
Hello, We are using this software for a long time now. I now want to use the PO tab. For some investments we need more then one approver. In the current situation the PO status changes to "approved" if only one approver approves the request, but actually is just a "partial approve" Is there a way to follow a certain order in the approval process and you only get an "approved" status if all approvers approved the PO ? Richard Baltus
Better AD integration
I would like the SITE to linked to AD Site & Services . it would associate the subnets with a SITE . It would allow to do Windows domain scan and allocate correct site based on IP. i would also like a windows doman asset scan by IP. Too much to ask ?? Thanks You Ralf
Cleaning up Requesters
Is there anyway that we can check the login history of each requesters? it's going to be easier to track down which requesters are no longer active on our system.
Need to login again after clicking on a link
Hello, We are currently evaluating Servicedesk plus. However, after we log in and we click a link we have to log in again. After we log in again we are taken to the link we clicked on previously but if we click on another link we are returned to the login screen again. has anyone else had this problem and is there a fix available - or are we doing something wrong?
Assigning calls to groups
in the list view of requests there is an option to assign with a techinician drop down....... This doesn't include groups so cant assign a request/or group of requests through to a team of techinicians for one of them to pick up. Have to actually go into the requests one by one and then when clicking on assign there is the option to assign to tech or group or both..... Can this be changed to have a section at bottom of dropdown for groups? Cheers Ian D
Report on resolved time instead of completed time??
Hi, I'm just wondering if it's possible to have on a report the resolved time as opposed to the completed time? Currently I have a custom report but have only got Created Time, Completed Time and Dueby Time but I'd like to include Resolved Time as sometimes there is a gap between when a call was resolved and when it's closed. Is this possible? I have version 7.5.0 build 7502. Thanks
Template "Submit for Approval"
hi, I should customize the template "Submit for Approval" to purchase, but I can not find this template in notification rules. where can I find it? regards
Approvals
Would like to see if I am missing a way to accomplish this. We are going to have requesters submitting requests that need approval. Is there any way to tie a business rule to such: If category is 'category A' Then Submit for Approval to xxxxx@xxxx.com Doesn't appear there is a way to do this, but this would really help us out. Any thoughts?
Firewall Ports
We currently have our firewalls disabled company wide. We are looking at removing that restrictions. I am having issues getting ServiceDesk plus to scan the computers after the firewall is enabled. Can anyone tell me what ports I need to open to allow ServiceDesk to scan these computers? Thanks
MySQL administrator
Hello All, Is anyone using this tool to look at the DB? or even if techsupport can help out. I have installed MySQL Admin and when i connect to the SDP database i receive this error 'Either the server service or the configuration file could not be found. Start variables and service section are therefore disabled." Anyone have any input as to how i can get rid of this error? Thanks E
Migrating from one domain to another
Hi, We're going to be migrating domains shortly, how is this going to affect SDP from a user & technician point of view? The problem is going to be, as we're migrating to a national domain our current AD usernames & e-mail addresses will be changing, so how will this effect technicians queues & calls logged by users previously? Thanks,
Report availability technicians
Hi, Is there a report available for the availability of Technicians: i.e. we have 25 techs, I want an overview of the summer holiday for all Techs. The technician chart is good, but only for me. (But: this chart is performing very slow, how's that? Greetings, Ferry Pranger
Line spacing in description / resolution fields
I noticed that when you type in the fields, it double-spaces your text by default when you hit enter. I understand that when you hit shift-enter, it only single spaces. Great. However, when you paste something in (from Word, for example), it looks great, until you save, then it double-spaces everything. Normally that would just be annoying, but it really sucks when you have a code snippet or something that you want to save. Is there any way around this issue? We just upgraded to 7019, which fixed
I cannot reply or forward to anyone while in the "View Request" screen.
Anytime I click Reply or Forward to send a message, or ask for more details about the project request, etc, I always get the same error: Any ideas or thoughts on this? Thanks.
Bug:Email Reply opens closed ticket
Simple things like a thank you note reopens a closed ticket. Annoying but is there anything that can be done to prevent this action?
Assign requests to groups
On the list view of requests there is a dropdown box of technicians which you can quickly assign requests (or group of requests) to by clicking on the assign button but I want to assign requests through to a group of technicians for one of them to pick up. The way I have to do this is by clicking on each request seperately and the assign option on this screen then gives option to assign to tech or group or both! Is there any way the groups can be added to a section at the bottom of the dropdown
Unable to remote to workstations
There are some workstations that Manage Engine can't remote to, the error we receive is: Failure: Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,241,192,567,703. The workstations don't have a firewall enabled.
Group notifications
I have group notifications turned on to let a group know when a new ticket has been assigned to it. I have found that this notification is also triggered if a group member assigns a ticket to the group and themselves as technician. As a work around, I've turned group notification off and simply enabled the notification that is fired when a ticket is left unpicked. Is there an easier way to do this? I feel like I am missing something.
Trick to Scanning Windows 2008
I keep getting the error about dcom not being enabled when trying to scan windows 2008 hosts. I have ensured that dcom is configured as suggested in the troubleshooting page, i have also ensured that the wmi service is running. The firewall is not enabled and the scanning account is a domain admin member. Im sure I am missing something simple but not sure what. Thanks
Cant close/edit/add/assign to another tech on 1 log
Hi there I have a log that I need to close, but when I click on close, it takes forever then eventually brings me into the edit call screen. I try to close it here & it fails again. I cant assign it to another technician, no other technician can close the call or edit it in any other way. Its extremely frustrating.... Can anyone help? Cheers.
Change $ApprovalLink value
We just upgraded to Enterprise from Professional and installed on a new server. When I do a "Send for Recommendation" the $ApprovalLink field has our old server name in it instead of the new and the link does not work. Where do I change this? Thanks Chuck
change calendar
Hi i want tocustomize calndar (such as change default calendar, color and etc) how can i do this. please help me
AMT support?
Any plans to add in Intel AMT capabilities? -Greg
Email is not being fetched
Hello, Unknown to me for about a week, none of the emails going to our support address are being fetched by SD+. I am not 100% sure but it seems to have coincided with a SP1 install on our Exchange 2007 box. This SP1 install failed and caused some grief but was rectified. However, in the meantime it has broke the fetching for SD+. I am getting the following message when I try to make any changes to the Mail Server settings: FAILURE :Email Settings saved successfully. But error occured while trying
Stop unattached laptops from a "failed" scan?
Sorry if this question has been asked and answered in a different way, but how does one prevent unattached laptops ( I have some that don't connect to the network for months) from being "failed" during a scheduled scan? Basically I am looking to say don't scan for these systems, but leave them in the list of "scanned" workstations.
Entering Maintenance Cost on a Contract
When creating a new contract, you have to enter in the Maintenance Cost of the contract. How do you specify if this cost is per month, quarter, year, etc? We pay our contracts at different times, so I must be able to differentiate when each one needs to be paid. What about adding a drop-down box?
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time not shown for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
Completed time for closed requests
We are using the ServiceDesk software as a work to list and completed work list. Every job gets a ticket. If the job has been completed as it only took a minute for instance, we use a custom template that has a status of closed. This means that the ticket is entered and automatically closes immediately, therefore doesn't show as an outstanding ticket. We run reports daily to show closed tickets using Completed Time. We have found that Completed Time doesn't appear when a ticket has an inital
When reply to amessge, the chain of messages below get squeezed to one big text.
When we reply to a message in Service Plus 7.5, all the chain of emails below will squeeze to one big text below, so that no one can understand what is the chain of emails are.
High cpu and memory usage under asset audit history
I'm running servicedesk 7506 and the java vm gets stuck around 80 percent cpu usage attempting to generate an asset change audit. (click on the "assets" tab and the spinning progress icon sits forever. I'm thinking there might be race condition or otherwise causing this problem. Can you please advise?
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