Due Dates
Currently no matter what priority/urgency or impact a request has, it seems to have a due by date of 1 day. Is there a way to set this so that different priorities have different response times? We currently do not have SLAs in place, but are moving to that...
How to connect DB and execute query ubuntu
Can help me.
Client Ticket History Disappears
It seems that the clients ticket history is gone when they logon but I can see their tickets in the system as a technician... I searched the forums but couldn't really find anything.. Anyone know about this or has seen this?
auto close request
Ok, maybe I am missing it, but is there a way to set a rule to auto close a request after one day? I see it for problems, but not for requests. Our policy and procedures state that technicians are not allowed to "close" requests. We set them to resolved, and then expect that requesters will close them. HOWEVER, we have a bunch that sit in a resolved status becuase the staff person never closes them.
reports and date and time
hi when creating reports the time is allways listed as well is there a way to only see the date and not the time as well for request time maybe important but for things like warranty or purchase dates times are irrelevant and it is the date that is important some reports would be so much clearer without time indication many thanks
On hold status doesn't stop the clock despite being set to.
Hi, The 'on hold' status does not appear to stop the clock, despite being set up to do so. We still get the flags appearing to indicate the call is overdue. Thanks.
Query to reproduce Graph on 'Global Tab'
I am trying to reproduce the graph on the 'Global Tab' by getting the raw data out to support it. So the information I am trying to extract is: - Cases created by day/date - Closed cases by day/date - Overdue cases by day/date I would like to get this for the entire system and then to be able to get this for specific criteria (technician/category/group). The query assistance would be greatly appreciated. Matt
SSH on custom port
Hello, I would like to scan Linux and other Unices machines from the Service Desk Plus through a SSH connection. However, we don't use the default port 22, but a customized one. Is there a way to handle this in SDP? My version is SDP 7.0.0.
Moderated post
I posted to the forum last week regarding a potential bug, which then stated it needed a moderator to approve my post. This morning I check, and my post doesn't exist. However, someone was able to post spam and it made it to the forum. My post, not approved. Pornographic spam, approved. What gives?
Multiple grouping levels in custom reports
I have been asked to create a report that will group first by request status, then by priority, and last by Urgency (Custom Field). Is it possible to create a query that will group by multiple levels?
Mail fetching stops when SDP sees spam on server
With build 7019: Every time SDP encounters a spam message on the server, it stops fetching with the message: An error occured while processing email with subjectOfMail : (( whatever )) messageid : < (( whatever )) >. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the mail from mail server and restart mail fetching process. It has become impossible to do our mail integration because of this. What's really weird is that this suddenly started happening earlier this week. Up until
Auto Closure of Requests
How do you go about setting up a request to automatically close after a certain amount of time? We want to set the request to resolved and then have it close automatically if the user doesn't accept the resolution.
Query for finding groups with no assignee
Dumb question: SELECT SERVICE_DESK.call_req.ref_num AS RN WHERE (SERVICE_DESK.call_req.active_flag = 1) AND (SERVICE_DESK.call_req.group_id = 4554326) AND (SERVICE_DESK.call_req.assignee = '') I want to find all RNs in a group that are not assigned. This, as shown above does not work... So I tried these variations that didn't work either: SERVICE_DESK.call_req.assignee = null; SERVICE_DESK.call_req.assignee < 'a'; SERVICE_DESK.call_req.assignee LIKE ' %'
Service Desk Plus and CheckPoint SecureClient
Hi, I need a help! We have installed on our Laptop the CheckPoint VPN SecurClient and we can not scan (make inventory) im ServiceDesk Plus. When I am going under Properties from LAN Connection an disable the ScureClient Service, than it works. Today in Germany in a AdventNet Workshop, I heard, that we must add the IP Address from ServiceDesk Plus Server to on CheckPoint "Friend-List". What does it mean? do you have manual? For your help, thank you very much. best regards Dzezmi Tairi
Custom Report - Sort by SITE Field
Briefly reading thru previous posts (and unable to find anything within customizing reports) - am I to assume I can not sort the reports via SITE field - if so this is the one of the most silly omissions I have seen in quite some time.... Any workarounds or solutions would be greatly appreciate (as my boss is ready to throw his monitor out the window)
Question about ON HOLD
Dear Support Currently i am still testing the Build 7017. Is it possible to count the period of ON HOLD ? I know the Timer will stop when status is assigned to ON HOLD, and the Due date will extend the time after i change the status back to OPEN, it works fine. While we would like to count the period of the time that is ON HOLD, since during those period of time, the case it mostly forwarded to Vendor for follow up and We would like to count how long does the vendor usually take as well. Please kindly
Inline HTML and scheduling reports
Hi, I'm trying to schedule a report and since HTML & PDFs aren't arriving as attachments (it used to work so I'm guessing something changed on our end and I'm checking with our Admins), I'd like to schedule to have sent as "Inline HTML" but that isn't an option in the pulldown. I only have HTML, XML, CSV, and PDF. Is "inline" an option in v7? Thanks!
Problem with hotfix 7020
Hello, I have upgraded to hotfix 7020 and access to ServiceDesk Plus presents a blank page. This occurs on XP and VISTA systems both using IE7. The application was operating prior to upgrade with SSO/AD Passthrough enabled and with 'Send LM & NTLM - use NTLMv2 session security if negotiated' configured. Apart from disabling SSO using the SQL Query on the SQL server itself, are there any other users experiencing the same problem following the upgrade to Hotfix 7020 and if so, any suggestions to resolve?
Problem with hotfix 7020
Hi, anyone knows how can i upgrade the ServiceDesk plus version 7.00 build 7015 to build 7020? When we try to run UPDATEMANAGER and select the hotfix a error appear: "LASTEST BUILD, HENCE PATCH NEED NOT BE APPLIED" But our version is 7015 Brazilian Portuguese. Thanks.
Service Desk Plus and CheckPoint SecureClient
Hi, I need a help! We have installed on our Laptop the CheckPoint VPN SecurClient and we can not scan (make inventory) im ServiceDesk Plus. When I am going under Properties from LAN Connection an disable the ScureClient Service, than it works. Today in Germany in a AdventNet Workshop, I heard, that we must add the IP Address from ServiceDesk Plus Server to on CheckPoint "Friend-List". What does it mean? do you have manual? For your help, thank you very much. best regards Dzezmi Tairi
access denied for the user or the remote DCOM disabled
Hi, When doing a windows domain asset scan i get the error: Either access denied for the user or the remote DCOM option might be disabled in the workstation. This only happens for some workstations/laptops, so initially i thought it was a Win XP SP2 firewall issue. Disabling the firewall had no effect on the problem though. I followed the 6 step guide for that exact error in the servicedesk+ documentation, and all settings seems to be fine. I can ping the hostname of the latop i'm currently testing
notify a technician for changes in a request
Is there any way a technician can be notified when a requester or any user has replied to a request taht has been assigned to him?? sometimes, the technician sents email from the helpdesk asking for more information about the request and probably some user or his manager would reply to the mail but the technician is not aware of it until he opens up the request and checks in conversation. Is there a way we can alert the technician that a conversation has been appended to the request?? thanks
Tracking WorkOrderIDs
We are currently implementing a solution that would automatically open tickets in Service Desk Plus. The solution seems to work ok, tickets get opened and assigned correctly. We increment the WorkOrderID based on the values that exist. The problem is when trying to enter a ticket manually after one is created by our solution. The ID the system tries to generate for the ticket is not correct, it pulls the previous ID created by the system, not the actual next ID in the table. Is there a way to tell
Only assigned technician & full admin can edit request
I would like to see a feature where it is not possible for other technicians to assign a incident to themselves once it has already been assigned to a technician. This will prevent situations where two technicians both try to pick up an incident at the same time.
Change Approver to be able to view attachments
CAB Members, while receiving a request for approval/recommendation via email should be able to view the attachments embedded on the links given (Change Details). They need not to login to SD+ to view the details.
Disposed Assets - A Few Problems
Hi I am using SD v7.0.0 with hotfix 7020 and have found a few issues. 1) When scanning domain machines it is trying to scan machines that have been disposed of which makes checking the failure log a bit monotonous 2) When i look at software licenses in use/installed there are machines in the list that have been disposed of. This is a major problem and now i have concerns as to the reliability of the software licensing capabilities of servicedesk. Can this be looked into with a matter of urgency as
scan for prohibited software and send a email for noticing?
hi i have set the notice rules in the asset. "Notify Technicians when Prohibited Software are identified during Domain/Network Scan. " But when i scan a computer and there is a prohibited software in the computer.But there is not a notice mail. pls help.
Business Rules for Authorisation
Is it possible when a new request arrives that meets certain critera, using business rules to send it automatically to someone for authorisation... thanks
Removing/Adding asset/business service Relationships Issues
Dear, At the moment we have two very critical issues for my company. 1) I can't remove Asset/Business after it was created. When I try to remove it I get next message "Choose service to connect" or "Please choose assets to be attached with the workstation" 2) How to create next scheme of relationships (the JPEG is attached)? The issue is next, after that I connected (r3) the SERVER 3 to SERVER 2 I want to add another one relationship (r4) using "Connection relationship" window between SERVER 4 and
Current view uncghangeable
Hi all, We were working with Servidesk Plus 7.012, and we tried to upgrade it to 7.020. It failed during upgrade and during the rollback, so it didn't work anymore. We've reinstalled the application (we have de Database on a separated SQL Server), but now we have problems with the default view. We can't add /delete columns, we can't order by technician because everytime the view is reloaded, the order is the "Creation Date"........we can't even delete incidences!!! Any idea?? Please, don't suggest
Administrator password
We are currently trying this product and as you may know trial version of Service Desk Plus has default admin password. Is it possible to change it? We need to change because requesters also see the admin account details over self service portal. Thanks.
Flagging a ticket for a VIP
We have just started evaluating ServiceDesk Plus and would like to know if there is a way to automatically flag a ticket as a VIP. Our old software (HP OVSD) would automatically place a flashing banner at the top of the ticket if it was submitted by a pre-defined list of VIP's. We have been looking for a way to do this, or even a comparable workaround, but so far have not found it. If anyone knows or can point me in the right direction, I'd appreciate it. Thanks in advance!
mail notification using exchange servers
how do I set this up, I see the option for smtp, but I am running exchange
SDP 7.5 Beta is very buggy
I hoped I am not the first one to test out SDP 7.5 Beta. I was evaluating SDP 7.0 and decided to try out 7.5 Beta since it has so many new features. I installed 7.5 and accidentally remove 7.0. Anyway, it doesn't matter since I am trying out 7.5. Once I logged in to SDP, I changed my Administrator password for easy login. I tried to save it but the Save button had no response. I cancelled it and it work. Next, I tried out the new Drag and Drop feature in the Request Customizer. I dragged out 1 box
request approval?
Ok, we are new to ServiceDesk, What is the request approval used for? I thought it would be for a tech to put in a solution, request the approval for the closure, but if they accept the request, it doesn't close it. So, what's the point, or am I not looking at it correctly? We are still in the process of getting it all setup, and working out workflows, etc. before rolling it out to staff...
Cannot Enable Active Directory Authentication
Get the following error: FAILURE :Exception occured while enabling Active Directory authentication. Please report the problem to the system administrator, with the Error Code - 1,222,085,253,461. ServiceDesk Plus running on Linux. Have check the settings for the AD.
Cannot Enable Active Directory Authentication
Get the following error: FAILURE :Exception occured while enabling Active Directory authentication. Please report the problem to the system administrator, with the Error Code - 1,222,085,253,461. ServiceDesk Plus running on Linux. Have check the settings for the AD.
A problem with forum
Hello I'm newbie here and can't find a search on the forum Could please someone point me to it. Thanks, Drew
Number of workstation having REAL trouble with scan
Under Servicedesk build 7020. Are there anyway to tell how many 'in use' workstation failed with scan ?
Workstation scan - Installed Printers
Hi Can you tell me if Servicedeskplus build 7018 is capable of what printers are installed on workstations? This is usefull information when dealing with printer support issues with users but there does not seem to be a section on printers on workstation details. When running workstation summary reports\hardware summary report you get the option of including sub report "printer information". Maybe im missing something here but this seems to imply this information is collected during scans. Can you
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