Can't Load SDP
Good afternoon - I have a user who is having a problem loading ServiceDesk Plus (Build 7011) on her computer. IE7 seems to load fine but when I try to load the SDP application the system opens up an empty page. This was working fine until just recently and I cannot track down what changed. I have tried loading this in Firefox it looked OK but we would prefer to have this load in IE. Any ideas as to what I need
How to Map Technician with Region
I want if a requester is from Region4 ( as defined in a system) the request should automatically assigned to the xyz group of technicians. How to define the same in system?
Report on Request by Asset Component.
Hi all, I wanted to generate a report on request group by asset component. Can someone help me with the query/link? The report should be displayed as below: Resourcesname, componentname, workorderid, description,firstname,..etc..and group by resourcesname. help me, eBay
Importing Templates from a CSV file in Service desk plus
We are planning to create 60+ template. Is it possible to achieve that?
7.5 Release Date?
What's the planned release date for 7.5?
failed domain scans
When I do a domain scan it detects 200 machines but only scans 40. We have Symantec Endpoint Protection and I think it is causing the problem as it has caused problems before. Is there a workaround for Endpoint? What ports does it scan on so that I can open those ports on Endpoint?
ServiceDesk Plus License file
I installed the ServiceDesk Plus evaluation on Suse Linux and received my license file "servicedeskplus_license.xml". However when I start the services I receive the Error Code : 485 Invalid License File?
SDP 7018 upgrade problem
I upgraded version 7012 to version 7018 and now the server hangs at "Application layer started" but never completes. I deleted the extracted directory under <SD+ Home>/applications directory and started SDP server again, without success. one rollback of the backup remained unsuccessful. Please Help me.
Bug - Table Schema Diagram, ASSETAG should be ASSETTAG
Just a simple one
emails from requesters-how to acknowledge
Maybe this is a feature request but in the table view of requests, when an email comes in the icon shows a red envelope. Is there a way to indicate that this has been read? I find that we are missing emails because we think we have read it when really a second one has come in. Thanks
New User Process
Hi, Just wondering if any one is using SDP for tracking a new\Remove user process. We are looking for a clean way to move away from our paper based process and onto an electronic method. While we have sharepoint server, we are hoping to use SDP. If anyone is using SDP to track user creation process please let me know. Regards John
Request closed but no email sent to requester
I have closed a request and the requester has later called to ask how progress is going with it, and I can see the tech has closed with a close note, but no email received by requester, and no email in correspondance of request ticket? Version 7008 MSSQL, has been fine for 7 months, and no I won't upgrade to new version yet!
Remove 'About', 'Feature' and 'License' from Techs view
Or, much like the "Hide Support Tab from non-admins", make the display of these links configurable in options within ROLES.
Show 'Support' tab only to admins (or with role options)
The 'Support' tab should only be shown to the administrator(s) of the system, not all techs. In large enterprise IT organizations that may have 50 or 100 techs, not ALL of them need to be contacting AdventNet with issues, or creating Support Files, or calling the toll free number with questions, submitting features, etc.
Modified 'Global View' for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Default Sort order option on NOTES (and configurable/override per Tech)
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature. There should be the option to configure the default sorting behavior for all users/techs, but upon logging in, each individual should be able to override and configure their own preferences in sort order displaying.
Customizing Software Categories in Asset Management
There is currently no method to add more software categories in the asset management component of ServiceDesk. This is needed to support the (potential) thousands of applications an enterprise company might support.
UserID column in request views
One of the column options I would like to see in a request views page is UserID (in addition to the full User Name currently available).
Restoring customized notification templates
Inevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Asset History of Changes and Updates
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
HTMLAREA Form field rich text options and Tab Button/options
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Hide Technician Assignment in request history to REQUESTER
It doesn't do any good to strip out the "Technician" field from a request, so that the user can only see what Group has ownership of their ticket, if the TECHNICIAN ASSIGNMENT HISTORY is accessible by the Requester. Should be made more generic from the Requester point of view from: Technician changed from None to John Doe (to) Technician has been assigned/changed
'Transfer to' button to move multi-requests to a Group
In order to reassign a request to a different group, you must go all the way into the ticket and edit the GROUP field. A "Transfer to" button, much like the "Assign to" button would be beneficial to move requests easily, or move multiple requests easily. Or, add GROUPS onto the top portion of the "Assign to" button drop down options.
Ability to define/customize Work Log TYPE
SupportCenter has ability to define and customize the Time Entry TYPE drop down options. It also has the ability to report on time entries by TYPE. Both of these features are missing from SupportDesk.
Rename 'Work Log' to 'Time Entry'
Rename 'Work Log' to 'Time Entry'
SLA information for request not available when viewing request
When viewing a request as either a user or a tech, which SLA applies to the request is not visible. This may be interesting information in some environments.
Created date should be available in request title
In SupportCenter, the following information is found at the top of a request: ------------ Request ID : 129 | Created On : 28 May 2008, 14:43:42 ------------ The "Created on" is not currently available in in ServiceDesk.
Rounded menu tabs like SupportCenter
The tabbed options in SupportDesk are angular and square. The "Rounded Pill" menu tabs within SupportCenter are more visually appealing.
Work Log activity included in History
New Work Log entries and the deletion of work log entries are NOT logged in History. They are significant updates to a request that should be logged.
Created Date should not be editable
A tech should not be able to edit and manipulate the Created Date. This should be a fixed data field in the database.
Task created/assigned to self to NOT generate email
It is useless to send yourself an email about a task you just created and assigned to yourself. You're aware of your own actions.
Ability to see if Requester has viewed ticket(s)
Would like "View History" for Requesters added to History tab. If a Requester logs in, views a ticket, would like name, date, time logged in history.
Additional column options in Request views
The ability to display these column headers in request views would be a nice addition: 1. Close accepted (yes/no) 2. Duration (from open to close) (dd:hh:mm) Example: 7d:19h:12m
Custom columns determined PER VIEW
"Date Closed" is an irrelevant column in an "Open Requests" view. The ability to customize which columns are displayed should be specific to the VIEW being selected. It doesn't make sense to have a "Status" column in a "Requests on Hold" view. All those requests have the status of On Hold, that's why they are in that view. Likewise, a "Me or My Groups" view doesn't necessarily need the GROUP and/or ASSIGNED TO Columns. Each view should have the ability to display their own custom columns. Currently,
Edit default system views in Requests
Ability to edit view parameters, to include rename or "hide" views from Techs, all system views. Built in views such as, "My Requests on Hold", "Requests Due Today", etc.
Customize email notification on NOTE added
When email is sent to technician, need ability to customize note, including several variables such as: Note sent by (logged in tech) Request title Requester Name Requester email Requester phone Requester Department Assigned to Group
Customize column headers in Requests view
Ability to rename columns like "Assigned to" to "Tech Assigned", etc.
Request Link variable able to be inserted into Tasks (w/others)
Variables for "associated requests" with a task to include; Request ID # Request Link Request Group Request Assigned to -- Confirmed variables that don't work -- $RequestId $Title $Description $Category $SubCategory $Group $RequesterName $RequesterPhone $RequesterDepartment $RequestLink $RequestType
Change wording on resolution
Change: Click here to compare the resolution (to) To: Click here to view the resolution There is no "comparison" being performed in this operation.
Better utilization of Tasks real estate screen space
"My Tasks" displays 15 characters of task title and (N/A) or scheduled start time. On screens with wide displays, additional title information could be displayed. There is a lot of "white space" to the right hand side of the task resource that is not utilized.
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