Report on escalated requests?
Hi, On our ServiceDesk, the standard procedure is for 1st line technicians to be the point of contact with the users. they pick up the call, and if they can't resolve it, will escalate to 2nd line technicians, etc. Once the 2nd line has resolved the request, it is passed back to the 1st line technician to close the call. This means that the 1st line technician has the requests show up in their stats, but it makes it difficult to report on escalated requests, and determine the amount of work carried
Few questions on SD+
Hi all, I have problem on using SD+, kindly help on it, many thx!!! 1) 'Task Email' sent not in html format. 2) For import account from AD, will the SD record be updated instead of Overwritten? 3) When re-assign request to another technician, will the requester receive an update email with what things is updated? Thanks all. regards, Wingo
Reporting by tickets closed per Helpdesk Analyst
Hello All, I need your advice on creating a report which gives a weekly/monthly summary of tickets closed per Helpdesk Analyst. Is there such a custom report someone has designed in the past I could have? What I need is a report which highlights how many tickets closed per week/month per helpdesk analyst. Unfortunately we do not use the technican field so all calls are technically unassigned & therefore closed unassigned. (I can manually check who closed the call down by going into each ticket &
Attaching Assets to Workstation
I just upgraded from SDP 6 build 6014 to SDP 7 build 7018 and I used to be able to attach the assets to a workstation. Now with the upgrade, I can only attach the assets to a user or department. Also, in the workstation details, when I tried to attach an assets, the field is too small and I cannot see the whole asset. Is there a way to increase the character field?
Custom Reports - Department
I need to run a custom report showing model of workstation, workstation, service tag, serial number, manufacture, user, and most importantly department. I am running version 7.0.0 Build 7021 and have the department filed populated for everyone however when I select that field and run the report zero data shows up infact the heading doesn't even show on report. Also there is an option to group by department that does nothing either. Any assistance would be appreciated Thanks again
Change equipment
Hello, Is it possible to change equipment workstation to laptop ? Thanks Guillaume
Importing inventory data
I have tried a couple of times to import a csv file of printers. Each time the system says it has imported data successfully but I can only ever find one or two printers from the import listed in the Assets. Any ideas ?
Still a large Transaction log
Hi, We're still having a small issue, of our TL being 1.25gb in size. We have shrunk it from the strange 4.4gb which we had this morning, due to the oddities we had over the weekend. It's a MS SQL database. According to Microsoft SQL we can shrink this transaction log by a further 97%, however when we attempt to it doesn't actually shrink. No errors or anything the file just stays the same size. Has anyone else encountered this? Is there a way I can solve this issue? Seems odd that our transaction
Problem scanning torrent software
Ciao, when we try to search the list of the software installed, all the wokstation that have installed utorrent don't appear under the list of the installed software under the asset tab. We supposed that the problem is caused due to the strange name of the software. Right? We use Service Desk Plus 7.0.0 7021. Thanks.
How to log new equipment?
What is the best way to log new equipment into the asset portion of SDP?
Problem with 7021 Hotfix Released
Hi, have a problem � I upgrade servicedesk with 7021 Hotfix Released , but I can�t login like administrator or like a local user (technician) . I can login like user of active directory. I try to clean a internet explorer temporal files, but nothing. � Help! Thanks Nicola
Request form - layout of the fields
Hi First time poster ! I'm tasked with creating a new layout of fields so that our request form looks it best. That means I need to move the fields around so they are grouped in a logical order. We are only talking about the 'Category' section of the form. Now, I have given each of the 12 "additional fields" a label the corresponds to the number next to each label when in the 'Requst - additional fields' view. 1 =1 and so on. When I do a 'request form preview' the fields are arranged like this. Category
refresh network workstation names
is ther anyway the sdp can clear off the workstations that are no longer on the network? i have some workstations which were renamed or removed from the network, still these pc's shows as assets in the helpdesk? how can we clear these off? in the active directory management we have disconnected those computers from network. y is it still shwoing in sdp assets???
refresh network workstation names
is ther anyway the sdp can clear off the workstations that are no longer on the network? i have some workstations which were renamed or removed from the network, still these pc's shows as assets in the helpdesk? how can we clear these off? in the active directory management we have disconnected those computers from network. y is it still shwoing in sdp assets???
Asset reports-Scanned Software
How can I produce a report that shows me much what the Scanned software view allows in SD+. I ideally want to create a report that can show me how many installs of a certain product we have installed and is able to be put into a pdf to supply to management I am currently filtering the scanned software and can see how many copies we have out there, but cannot produce a report with this info. Hope someone can help?
Reports viewable to requestors
Hello, Currently we list a bunch of projects in Helpdesk ME and we would like the company to be able to view them. How can I allow a certain category of requests to be viewable by anyone? I would really like that. -Wes
Fetching sent 3000+ emails to our help desk guy
so i activated email fetching b/c i cant get the opmgr to work with service desk+... when i did, our help desk guy got forwarded all the emails in my acct and the CTO's acct as ticket requests. how could that happen? isnt that a security flaw? anyone know how to resolve this?
Problem with time spent,
hi, when they exceed the SLA in an incident, this is not true in the calculation of the field overdue status, (see attached image) they used version 7 buil 7020, of service desk plus, I like to keep this information is properly recorded :(
Add a note - email notification template
Hi, I must be missing something here . . . Are we able to modify the email template to the technician that is triggered after I add a note to a request? I can't seem to find this template. I am using SD 7020. Thanks, Waydec
Certain Reports Viewable
Hello, Currently we list a bunch of projects in Helpdesk ME and we would like the company to be able to view them. How can I allow a certain category of requests to be viewable by anyone? I would really like that. If you could show me even how to allow a REPORT to be shown to everyone I would appreciate that. Thanks! -Wes
Fetching details from email requests
Hi, I know it is possible to create requests by incoming emails, but request is created only with title(email subject) and description(email description). Is there any other way to fetch other details of request over email? Thanks.
Asset History inserting incorrect date of change
Just noticed that with build 7021 the history tab on assets is showing an incorrect date for a change. We just assigned the workstation to a user and the date is shown as 7th October 2007 rather than 18th November 2008. UK install on Windows 2003, with SQL2005 backend. Server date time is correct and other elements of service desk appear to have the correct date/time. Please advsie if this is a common issue or one off and how it can be resolved. Regards, Andy
Technicians is not present in the letter
So should be? Good afternoon. Here such situation: the Employee writes the letter on a support service and puts in a copy of the head (the letter gets in SD + and receives the number). For the request the technicians is assigned. The head answers the letter of the employee and this letter gets to system SD + and receives the number. The technicians will unite these 2 request in one request . Now a question. If to reply the request 1 the name of the technicians is present at the letter. If to reply
Prevent Adding\Modifing Requester Details
Hi, I'm sure this question has been asked before but my searching is resulting in millions of results that aren't quite what im after. I'd like to prevent ANY user adding NEW requesters when creating a new Request. I don't mind them changing the requester to a different one if there is a mistake, but adding new ones will cause problems. Is this at all possible with ServiceDesk Plus Enterprise?
Import old data
We have purchased Servicedesk Plus but we would like to import our old data frin another system before going live with Servicedesk. Can anyone give me some detials on that? We are running a sql database now with our helpdesk, I believe the name is Liberum. Thanks.
"Sys Admin team." issue...
This is probably an easy one but after searching for 'sys admin team' i couldn't find anything.... I've been through all the sections and Helpdesk Customiser Wizard but can't find where to edit the emails so they're not sent with the signature of: regards, Sys Admin team. We want to be able to modify this but can't for the life of me find out where to do it. cheers
Hotfix 7021 released
Dear Users, Hotfix (version 7021) has been released. This hotfix can be applied over build 7000 through 7020 build. The hotfix is available at the below link. http://manageengine.adventnet.com/products/service-desk/service-packs.html http://download.adventnet.com/products/service-desk/91677414/AdventNet_ManageEngine_ServiceDesk_Plus_7_0_0_SP-0_21_0.ppm Following are the list of Enhancements / Issues that got fixed in this 7021 hotfix. Enhancements in 7021: 1. SD-11880 - Multiple Domain Support for
Servicedesk and OpManager
Good morning, We have been using Servicedesk for quite a while now and we recently purchased OpManager. Anyone using those 2 products and got them installed on the same server? Wondering if there's any issues doing so or if it is preferable installing them on separate servers. Thanks, skid
Firefox issue to install zoho plugin 7.5 beta
Hi I have this error with firefox 3.0.4 when install plug in Zoho to localhost : Status 404 - message block page type Status report message block page description The requested resource (message block page) is not available. Apache Tomcat/5.0.28 Is anyway to fix it ? Work fine in IE7. Thx
Any Remedy Converts??
Just curious if there is anyone out there that changed from Remedy to Service Desk. If so I'd like to know why as looking at doing the same. Dukester
I need to create custom report to show the follwoing
1. Requester/Technician name 2. Position 3. Department 2. e-mail add 3. phone number 4. address 5. Location region. Thanks a lot :-)
Unable to log onto Servicedesk plus
Hi Can some one please help me. Power failure crashed a DC and now unable to log in to service desk. It is giving error that the username or password is incorrect. I have used the crashed DC for credentials. regards Talpasai
Change record approvals
The documentation suggests that standard changes are the only changes which do not require approval; however, you can change the status to completed for any record. Is there a way to flag those changes which are REQUIRED to have an approval done? It would be great to have business logic on what CAB is required to approve certain changes but at this point any approval would be helpful. Thanks.
Creating custom report with opened & closed requests
I need to create a report that includes the following: 1- Requests opened at the beginning of the period selected. 2- Requests closed during the period selected. 3- Requests opened during the period selected. Is it possible with the report tool inside the HelpDesk to do that? Or do I have to use another tool like Crystal Report?
Due date
Hi all, i just wanna to know wich role or wich richts i have to give the user if he have to change the "due date"? thanks in advance
Backup file version
Hello, I'm wasting lots of time downloading versions of SDP @ the moment. The situation: I need to restore data from a backup, no problem. The problem is that I don't know the version of the backup.data file. How can I check the version of SDP when I only have the file as a reference. If needed I can post the file as attach. Opening it in notepad doesn't help. tnx
If You want to delete your site from my base today
to: Admin - If You want to delete your site from my spam list, please sent url of your domain to my emai: stop.web.spam@gmail.com And I will remove your site from my base within 24 hours webmastegz PS. As the previous address of an e-mail has been removed also all letters on it have been lost I is compelled to make this dispatch once again. PS2. To send url your site on an e-mail stop.web.spam@gmail.com is a unique way to avoid a spam from me. To write abuses to the various "stop spam" sites - it
Problems with Purchase orders
Hi is anyone else having problems with creating purchase orders. All of a sudden mine will not generate items e.g. if I want to add an item I have bought before it will just sit there. so I then need to create a new one to workarround the problem.
Printer IP
Hi, i would like to add a printer to my asset list, but there is no ip of my printer in the lists. How i can scan one spicial ip of this printer or do i have other solutions to add my printer? I can ping them withou any problems. thanks in advance
Apple icon
Hi, can somebody explain me how i can edit the computer asset to show the apple icon? thanks in advance
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