Version upgrade & product upgrade licensing
Hi there We are running version 6 at the moment and have been advised that our license allows us to upgrade to version 7 at no charge. However I am also considering switching from Professional to Enterprise versions. We are almost exactly halfway through our Pro versionannual license subscription, so my question is; if we wanted to upgrade to Enterprise v7 would we be able to pro-rata the cost of the upgrade so that our licensing date is maintained? (That will help me get the purchase agreed this
License / Version question
Hi all, Sorry if this is answered somewhere, I had a quick search but couldn't turn anything up.. I have installed the Enterprise version trial, I'm wondering if my company ends up purchasing the professional version will I be able to migrate data from the Enterprise trial? Thought I'd ask before I did too much work setting it up. Cheers.
Email Request Details
Is there a reference for details on sending emails to the Service Desk system? I have mail fetching setup and running, I was just wondering if there are formatting details required on the incoming emails. What does it pull in to the system from the email? Just subject, body details and requestor email? Does it tie the email username to the internal Service Desk requestor login name? Thanks, waide
The numbers, they don't add up
As part of a monthly report IT puts together a report detailing how many requests we had open at the beginning of the month, how many were opened during the course of the month and how many were closed. This has all run smoothly until the guy who normally makes reports out of the graphs was off and the cover guy decided to automate a lot of the number crunching in Excel. That's when we found that the figures don't add up. A report run at the beginning of September(midnight on the 1st) which does
Allocating Licenses
Hi, For our Office Professional Licesnes we have both indivuidual licneses and Volume licenses. When these were set up we allocated the individual licenses to the machines they were installed on, then added the volume licenses to the rest of the machines. After exiting SDP and going back to our Office Licenses they are no longer in the way we left them. I.e the ones which gave individual licenses are now being marked as using the volume license key. Also, they are now being grouped together rather
[7.0.7020] Schedule Reports Problem
Hi For some reason, when a scheduled report is set to export to HTML, it does not display any images (see screenshot). If set to export to PDF, it works fine and also displays fine when run manually (both HTML and PDF). Is this a bug? Graham
Transfer all setup from Standard to Premier version
how can i transfer all my setup from a standard version of servicedesk to the premier version. I do a backup and restore but this just seems to be the data, not groups depts etc..
Asset State
Currently the asset state looses its association if not "in use". We have 7 sites, with local IT Support in place and they need to manage there spares, repairs and disposals independently. All the dept, sites and regions have been configured to ensure all sites are independent from each other. The association needs to be included for �in repair�, �in store� and �disposed� you can currently view this in �audit history� however this does not help each site identify if the asset belongs to them straight
Notification Rules - SMS
We would like to create notification rule to send an sms message to dept heads where the group priority = high. Any ideas would be much appreciated...
Option to disable email replies reopening tickets.
Our customers are very polite and almost always send a Thank you email when we close their tickets. This just reopens the email. Can we have an option to turn this off?
Error adding product
Once adding new product receiving following error: Please report the problem to the system administrator, with the Error Code - 1,224,598,502,910 MyVer: .20 What should I do here?
[7.0.7020] Add Software Types
Hi Under "Assets" tab, is it possible to add other software types? Graham
Include "Last YELLOW Notes" in report view
We would like to see the last note added to the request as part of a report. very useful when actions have been performed on a request, added to a note and you need take the report into a meeting and discuss what was the last action performed on the request.
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solutions question
Is there any way to limit access to solutions in the same way as calls, e.g. so that technicians in a group can only see solutions within a specific group?
What is the latest version of ServiceDesk?
What is the latest version of ServiceDesk?
Explorering assets.
HI. I got a problem for searching computer resource on ServiceDesk7. Our office isn't use the AD. That means I can't use the windows domain scan for searching the workstion. So Is there any agent base searching tools on ServiceDesk or AssestExplorer? Thanks.
Advanced options for domain scanning.
Is there any chance to filter which servers should be added as assets during domain scan. I've a ton of VM's in my organization and i don't wanna to add them as assets. Of course I can remove them after scan, BUT i'm not able to finalize a scan because quantity of computers(both physical and virtual) in my domains is 6 times more than limited by my license. I'll not make any changes in my domains topology including OUs. So i need any workaround or ability to select which computers should be added
Query REport
Hi, I am generating a query report for requests using these fields... requesteID, category, subcategory,createdtime,respondeddate... but the formatting are gone like requestiD is a link if clicked you can see the details of that requestID. This feature is available if to generate a customized report but gone on a query report. Please advise how can I have it on a query report. <attachment included for reference> Thanks. Luanne
Query not working
This is for my query and I want the report results to all requests assigned to 'DEV TASKS' (this is an additional field) but the results are comming up mixed. Also I have 3 additional date/time field, which table can I find these? SELECT cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',wo.WORKORDERID 'Request ID',DATE_FORMAT(FROM_UNIXTIME(wo.CREATEDTIME/1000) ,'%m-%d-%Y %k:%i') 'Created Time',DATE_FORMAT(FROM_UNIXTIME(wo.RESPONDEDTIME/1000) ,'%m-%d-%Y %k:%i') 'Responded Time',concat(TRUNCATE(((respondedtime-createdtime)/1000)/3600,0),'hrs
Reproduce Global View Monthly Graphs
I'm new to creating reports in SD+ What's the best way to create the same Monthly graphs that show open/closed/overdue status by week as seen under the Global View tab? Those graphs are nice and clean and helpful, but I'd like to be able to look back further than just last month. Thanks, Jason
SD 7.5 Beta AD-integration over internet?
Hi, Hope that it's ok to ask a 7.5 beta question here, but I'm in the middle of a pre-study regarding change of our current helpdesk system and am keen to get the old application out... :) What I'm looking for is a way to get userdata from multiple remote customers activedirectory without having av VPN-connection. For example like the way MSP-monitoring is done. Is this possible with the beta or the final version? If it's possible with the Beta, is there a instruction for achiving this? With regards,
Requester role
Hi, Can I modify the role for a requester, in order to give him more rights, without changing him as a technician? Thank you,
Notifications
Hi Is there a way to have notifications sent to requestors based on certian conditions? For example, If a request has been made with a priority of 'High' I want them to receive an email which specifies how long it will take for us to respond to the request. Same if its medium or low. Kind Regards Sharlene
import data in sql
Hello together, im just installing the trial version of ServiceDesk plus. Now i would like to import the data from our old software ( no ServiceDesk plus) in csv format? how can i do this? Is there any SQL Admintool like phpmyadmin for mysql and something for mssql? I now it would be difficult to import all data but would like to try it. thanks in advance
Choose Day when creating business rule
Hi I have come across a problem with jobs being created on weekends when nobody is the office to monitor them, they need to be dealt with by our on call person who is to be notified by email. On a saturday or sunday the jobs will come in and sit unassigned until someone physically puts them in a group. I need to be able to create a rule that looks for the day so it can assign them to a group that will contain the person on call. thanks
report on duration of allocating calls
is there a way i can generate report on the response time by the administrator in assignign the call to the technicians? that is, once the call has come in how long does it take for the administrator to assign the call to the technician, how long does the call remain unassigned. since we have more than one administrator, can we have group by the administrator names tahnks!!
7.5 Beta - Technician Leave Type
Is there any chance the leave types could get an option to change the colour code assigned in a similar manner to the new priority colour coding options? I can see a use for tracking time off and sickness using this facility and at present all leave types are given the same colour making it difficult to distinguish between them. Cheers John
Editing request gives "parent.editor" error on upd
I am attempting to edit a request because it was created with an incorrect subject line. However, when I click the "update" button a message box is displayed with the error message: "exception : 'parent.editor' is null or not an object" Any ideas? Thanks Jonathan
Notification via bleeper
in our Org, we are using bleeper as method of communication, so is it possiable to notify the technician via bleeper when request is assigned to him/her.
Service Desk stops working when Dell Software installed
Hi, We are trying to install some Dell Software Called OpenManage Network Manager. As soon as this software is installed and the server is rebooted the Service Desk service does not start. A log is logged in event viewer which says " There may be a configuration problem: please check the logs." I'm unsure how to check the logs so if someone could help me out that would be great. As soon as the Dell software is uninstalled i can start the Service Desk software... anyone got any suggestions on this?
Help with a custom Report Query
I would like to be able to produce a report each month (emailed out 1st of the new month) that lists out all the calls raised last month with there status eg open, closed, with supplier etc. Plus listing all calls that are still outstanding(open, with supplier, hold) from previous months. At the moment i have to run two reports for each department but would like this combined into just the one report. Anyone able to help with the query? The heading i would like are: Request ID, Requester, Priority,
HOW TO FIX ERROR CODE 527
HOW TO FIX ERROR CODE 527 AT SDP WITHOUT INSTALL IT AGAIN.RIGHT NOW THE SERVER IS NOT RUNNING. IF NEED IT, I WILL SEND YOU ALL FILE IN FOLDER LICENSE.
Report for the requests passes
Dear, We need a report where we can see how much the request (with connection to its sub-category/item) was passed between technicians till finally it will be assigned to the last technician. This statistics will help us to make categorization as easy as possible (we use categorization and Business Rules to assign requests to appropriate technician group). Could you please help us with this report? Thank you in advance, Vladyslav
Scheduler in 7.5 beta???
Hi I dont know if it is just me but i do not seem to be able to find the scheduler in this beta version. Can someone point me in the right direction or is it just not there. Thanks Mike
Adding attachments to tickets
It appears that after a ticket has been created, one has to edit the ticket in order to add attachments. I don't see this option under "actions" where I expected. Is there a more straight-forward way to add attachments to existing tickets?
Sending emails using Exchange
ServiceDesk plus will not send email notifications using Exchange 2003. I've added the IP of the server onto the "Allowed Relay" list and it's still not working. I've tried using Auth SMTP and not using it but still doesnt send emails. Any ideas?
Purcahse Order Permissions
It appears that even though you have Full Purchasing rights you cannot add vendors? This is essential in my opinon when raising purchase orders. Thanks D
Update departmen in Closed cases.
Is there some way to automatically update closed request whit the new User Department information imported from Active Directory. All new Requests gets the new info but not the closed ones, I would like to update this so I can get accurate reports.
Looking for description about XRumer 5.0 Palladium
Hello boys ;-) Anybody can give me link to the XRumer's homepage? Or maybe some information... Thank you very much!!! P.S. ��� �����...
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