Request approval page should include RESOLUTION
Approval page should include RESOLUTION to be approved. With only the ticket details, with no conversation history, no notes, what could possibly be "approved"? This assumes the approval process is for requesting approval to resolve/close the issue.
Asset issues - missing product names for new assets
Since we updated to Version : 7.0.0 we have issues with the Asset area. When we create a new Asset the Product Name drop down list doesn't show all the products that are correctly entered in Asset management - product area. How do we get all the products to show up in the drop down list. Thanks! Ted
merging calls
how do you determine when merging calls, which call maintains the "ownership". For eg call 1 subject A details A1 call 2 subject B details B2 merge what is subject and details (A or B)
How to create SD as an icon on desktop of the entire network
Hi Need to know how can we make servicedesk to appear as an icon on the desktops of comps in the entire network.. so that the users can access login page by clicking that instead of typing url on the explorer each time.. Thx Srikanth
How to Stop Unassigning by Technicians
Can someone advise what i can do to stop Technicians unassigning request to unassigned. Is it possible to only allow techs to assign to someone else, not just the group level. We have a number of techs that prefer to change request allocated to them to unassigned and put it to another group than work on them. I know I can see the history of request but when they go to another queue they are kind of out of site. Hope this makes sense?
MS SQL Database Performance & Servicedesk
I've been doing some investigations into the performance of the SD+ DB on MS SQL Server, with a view to improving query response speed, specifically when searching for information contained in a request. I�ve noted a few interesting points. 1. The good news�. By using the SQL performance tuning wizard (I know very lazy of me) and a sample workload (activity) file I�ve been able to gain a 40% improvement in overall database performance! Essentially a result of series of new indexs and statistical
Overriding Global Settings
We would like to see the ability to override the global settings... Scenario #1 -- NOTIFICATIONS -- OpManager (or other NMS) I have setup OpManager to log a ticket for specific events. I have to continually clean up OpManager's email box due to messages from SDPlus. I would like to be able to create a business rule that says if the 'sender' is xxx then don't send notifications. Additionally, I would like the ability to setup a global rule that allows me to disable ALL other notification types based
User Department Dosn't update
Hello We have scheduled a daily import of our users from active directory which seems to be working. We have been updating the "department" field which is successfully updated in the list of reqeusters. The problem is, that the users have already been auto-asigned to an asset, and the department field is not updating here? Is there... Anyway to refresh this data? Anyway to delete all the auto-assigned users, and re-autoassign? Thanks Bill
Email external vendor from ticket
I'm trying to email a vendor directly from a ticket, and the message keeps failing, but I've had no trouble emailing anyone in our system. Is it possible to email externally from within a ticket? If so, can you determine why I cannot?
Scanned software report
I need to be able to run a report that lists scanned software and what workstations it is installed on. I want to specify which workstations I want in the report. If I specify four workstations for instance, I need a report that says wht software is installed on those four stations in the following format: Software Workstations Adobe Reader WS1, WS2, WS3, WS4 Acrobat Standard WS2, WS4 and so on. Thanks
How can I delete the subject column from the request form
Hi Need to know how can we not have the 'subject' column from the requester form.. There is no option to deselect in the request form customizer.. We already have an additional line for our purpose which acts as subject line so can we anyway get rid the 'Subject' line..
AD Import Questions
We are working with the Demo version of this product and are pretty happy with the functionality. I was wondering if there was a way to mark accounts to not be imported again. We have a number of "service accounts" that get imported from active directory, if we delete them they are imported again. Is there a simple way to mark them as "hidden" or "disabled" so that we can clean them from the list? On the same note, is there any conditions you could put on the import, ie if not department, don't import.
What is the point of Regions/Sites?
What is the point of defining Regions and/or Sites if you cannot associate Requesters with those? The only thing I see when I edit a Requester is Department Name, and the ability to allow/disallow "Allow to see all requests for the department". Unless I'm misunderstanding how Regions/Sites pertain to other companies, I invision having each user associated with a site, with Regional Managers (other users) associated to regions, and granting the ability for Region Managers to see all frequests for
Audit report of User Roles
I need a simple report that shows a list of all of my users and which Roles they are members of. I can not see to find a single place to list that, the best I have found so far is individually under each technician where i would make the change. Hopefully there is a way to generate this in a report format for audit control reasons.
Generate Reports by Request Type
Hi to all, I want to create a monthly report sorted by request type, but I can't find request type on list. I mean, I have 3 (three) types of request types: "incidence", "support" and "maintenance", and I want to know how much requests were each on them. Any suggests? Thanks for your support Regards Jordi
Integrated Training Plans (Skills Assessment)
It would be nice to create a skills self-assessment survey that ties into a training plan. Trackable via SD. It is critical to providing quality support to look beyond the current request or issue and see a trend "This person would benifit from Word07 training..." click a button and an invitation to participate in a free MS training session.. hey they are out there. Eg: http://office.microsoft.com/en-us/getstarted/FX101055081033.aspx
Reporting ability on Requestor activity
It would be nice to view reports on a specific user (or even department) and view trends, activity, time spent... etc.
REQUESTOR info tab at the top
SD needs a "Requestor" panel where information on the requestor is presented similar to a 'workstation' panel. Eg. User Info, Request history, asset history, currently associated assets, time spent on this users requests. Also the reporting module needs more 'requestor' specific reports..
Link Requestor to Users UUID in Active Directory not e-mail address
You have a design flaw in the SD software. When importing Active Directory Users, you are tying the SD requestor item to thier email address. This becomes a problem when a user changes names and therefore their email address changes. Causing duplicate requestor id's and orphaned tickets. Feature recommendation: tie the Requestor ID (when imported from AD) to the users UUID instead.. then they can change thier name/email as much as they want.
Report on User Visits to the ServiceDesk Portal
It would be cool if there was a report on who the top users of the SD portal interface were? Number of visits etc... I just would like to see the adoption rate for users accessing the site. I know that the mode changes to Web Form when they submit a request... but i would like to know more than that, like how often they login to check the status of their requests, etc...
Mobile Version for Techs
A mobile version of the helpdesk for technicians would be awesome. As a technician myself, I'm always on the go and never at a computer long enough to look at the help desk. However, I always have my blackberry on me and think it would be a great feature to have a mobile version of the helpdesk.
Access SD on Win98, IE 6 (SP1)
We have a user who has a Windows 98 desktop. Ignoring the politics of why he has it and avoiding comments of what OS he should be using, is there any reason that SD will not load on his PC (beyond it being Windows 98?) He has IE 6, SP 1 installed. When you go to the main login page of SD, it loads a blank page.
Problem with growing server log file
I have logged a support email with SDP support, and they provided me with information on what files that can be deleted, but I see this as a temporary workaround rather than a resolution. I would think that SDP should be setup to clean up these log files. See attached screen shot for the path of the folder and the current file size issue we are encountering. Note, I deleted 4.46 GB of log files only 10 days ago because our server drive filed up. 1. Is anyone else experiencing this issue? 2. Does
Asset Scan - Unauduted Assets
Hi All, Is there a way to delete all unaudited assets from the system ?? I can identify them, using the show Unaudited assets, but there is no option to delete them. Thanks in advance LS
[7.0.0.7018] Change Report Title
Hi I have created many reports using "last month" and "last quarter" but it doesn't seem possible to change the report title when editing an existing report (only the report name at the end). As I only need to change most of my reports from "last month" to "last quarter", I have to create all reports from scratch. Would it be possible to add this feature into future builds? Graham
sms request notifier
Is there a way to make service desk to send a sms request notifier after specific hours
[7.0.0.7018] - Default Rules Moved
Hi Whilst testing the reporting features of SD+, I have somehow moved one the default rules into my own folder (see attached screenshot, highlighted in red). This default rule has also be re-configured :(. I have a feeling that I may have done this to a few others as well (where "edit" is shown instead of the usual "edit / delete" (highlighted in blue). Is there a way to restore the default reports without loosing my own reports? Graham
Viewing backup files
When I look in SD+ application uncder admin tab> backup scheduling, I can not see backups, however when I go to server I can see the files. Why would this be?? These were visible in the past, but during the last few weeks no luck?? help appreciated See doco for evidence
"Subject contains" no longer works
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
Create New Column in Request Tab Area
Is there a way or is there a plan to make it possible to add a new colunn in the Request Tab area. It would be nice to include an update column showing the last time there was item added to the work log. This way a supervisor can look at all the request and see when was the last time anything was done to the request. TIA Mike
Help with Time Spent report (Crystal Reports)
I am currently using Crystal Reports to build a time spent report, but I am having major difficulty converting the value in the MM2COMPLETEREQUEST field into usable data. I created the following formula for converting the info into hours: Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600) and the following for minutes: (({RequestCharges.MM2COMPLETEREQUEST}/1000) - (Round(({RequestCharges.MM2COMPLETEREQUEST}/1000)/3600)*3600))/60 but neither seem to work consistently. I also tried the following
PO Appover in 7.0 7018
How do you configure a technician to be a po approver? I don't see that in the admin guide. I hope your po module will be enhanced in 7.5. thanks, leoman :D
Database permissions error applying SDP service patch
Hello, While trying to apply the service patch to upgrade SDP 7.0.11 to 7.0.18, the installation displayed a Database Permission Error and stopped. We needed to roll back to 7.0.11. I am guessing that our SDP database login does not carry the necessary permissions for this process. Can someone tell me what the permissions need to be? The details are: DB: MSSQL 2005 OS: MS Windows Server 2003 Thank you!
Report on Assets and associated Requests.
Hi, I would like to know how to write a query to list down all assets that have been associated to requests. Thank you. Regards, einas
New ticket via email and multiple ticket no.
Hi All Not sure how many of them having similer problem. we do fetch mails from mail box servicedesk@xyz.com case 1 : when the user send mail to above mail box, service desk will fetch and assign a new ticket no. - No problem with this. case 2 : user send mail to above mail box and cc to some other recepients, Service Desk will fetch as well and assign new ticket no. Problem here is, the person who received CC, reply to that mail and reply to all Service Desk will receive and assign new ticket no.
Acknowledge Requester by Email when new request is received
It's a minor issue resolved with customizing the template, but I just noticed the email in the Acknowledge Requester by Email when a new request is received assumes the user sent an email to open the ticket. If a member of the Helpdesk opens a ticket FOR a user, they get the same notification, which is worded as if they had sent an email (and, actually called the Helpdesk) FYI
Problems using "Contains" in reports and filters n
Ever since our company installed a patch last Friday, all of my reports that have "Subject contains" in them no longer work at all. In fact, in most cases this clause retrieves almost no data on reports and filters that previously had dozens of records coming back.
When do completed Tasks "age out"?
Time may answer this question for me, but I've added 3 test tasks and have marked 2 of them as completed. They have the "check mark" and line through them. Do these completed tasks stay on the "My View" eternally or do completed tasks eventually disappear/age out from this display?
Custom Report to track Assets
Hello, I am trying to track wireless broadband cards as asset components and I need a report to show the current user and the contract dates in a single report. Can you send me a query to show the following information in the same report? Asset/Resource Asset Name, Product Requester The asset is associated to a workstation. I would like to see the requester name that is the user on that workstation (not the assigned to which is the workstation name) I have 3 custom fields I would also like to show
Business Rules = Buggiest feature in product today
I have to tell you, the number of bugs and issues I have found with the Business Rules feature in the last 30 minutes has me believing this portion of the product needs to be absolutely scrapped and the developers need to start all over from scratch. They clearly don't have this feature "right". There are so many quirks and issues affecting function that it's all but practically useless. It is easily the most bug-ridden area of the product I've come across. A few quick notes of just a few of my findings
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