Technician unavailability due to vacation, various shifts?
I don't immediately see a way to 'check out' a technician that goes on vacation. It seems I have to manually remove them from various categories/queues. Is there a way to make a technician unavailable for tickets assigned to them during a vacation period? Begin/end date? Or show shift availability? If this is implemented, a notice should pop up whenever that technician is listed as the only person within a category or queue to enable for coverage.
Multiple Requesters on a ticket
In version 7 demo I am not able select multiple requesters. How can I setup my SDP to allow multiple requesters to be selected? Also, I have noticed when I merge tickets, the requester list is not expanding to show the additional requester who was merged. Why is this?
SD7012 - Attachment unavailable when comma in name
Just found a minor bug in the attachment handling within Requests - 7012 build. If the attached file has comma's in the name and arrives via e-mail ( possibly manual entered as well ) the request page acknowledges there is an attachment but is unable to locate it. The attachment is saved in the file system on the server as it should be, just the name displayed for it and the link to it becomes broken. Guess this needs to be fixed asap unless it is just our install with the issue. Regards, Andy
Incoming Mail Settings
How do I stop ServiceDesk Plus from deleting e-mail messages for the mail account on the mail server. I created a separate mail account and alias it to the mailbox but emails are still being deleted.
SMS integrations
Our company is looking at Service Desk Plus as a future replacement solution for Remedy. Is there any current or furture plans for SMS integration? I am concerned with additional WMI traffic on my network and would like to leverage my existing scans from SMS to fill the Asset Management portion of Service Desk Plus. Thank you,
Dont update AD contacts if i have a "�" character
Hi. Its not very strange, i think its normal but if i try to get a contact from the AD that contains the letter "�" (a spanish special character), the AD sync stops and i must cancel it. This is normal? Thanks!
A couple more questions...
I have a couple more questions for you all.. Is there a way for the system to change the request to a "resolved" state when a resolution is added? We want the users to close the tickets on their own, and we have that running, but right now, we need to enter the resolution, then go edit the ticket and change the status to "resolved". It doesn't seem to do that automatically. I am having a sort of problem with the surveys too. I have them set right now to every time a request is closed, it sends one.
SERVICE DESK SUPPORT
Can I ask if AdventNet have gone bust?? I am a paid customer and have requested support via support@servicedeskplus.com on the 17th March. I have had no reply to this email, especially as the paid support has a 1 business day response time. I have followed this up with ad email on the 26th March, still no reply, again followed up on the 3rd and 7th April no reply whatso ever! (Also copying in sales,mward,dch and emea-sales) I have followed this up with a call on the 24 hour support line this morning
AD users migrating to other domain
Hi, I have a question. Currently, the users are imported from AD from 8 different windows domains. In the near future there will be only 2 windows domains and the users from the other 6 domains will be transferred on the 2 domains. What will be the impact of this to the servicedesk? I will have to recreate the users groups if they will change the domain? Thank you.
Customize Purchase Order
We would like to be able to add cost center information to the PO. I would like to see the ability to add fields for the purchase order. Additionally, our finance department assigns PO numbers... I would like to be able to initiate a PO without the PO number, and use a business rule that handles the routing of the PO through the approval process.
SD6 and Suse Linux Enterprise Server 10
I have managed to install SD6 on SLES 10 successfully and created a service settings so that it restart after a reboot of the server. However I notice when you patch SD6 with hotfixes I'm unable to unistall these hotfixes. Will there be support for SD6 for SLES 10.
SMS integrations
Our company is looking at Service Desk Plus as a future replacement solution for Remedy. Is there any current or furture plans for SMS integration? I am concerned with additional WMI traffic on my network and would like to leverage my existing scans from SMS to fill the Asset Management portion of Service Desk Plus. Thank you,
Support for multiple domains in ServiceDesk Plus
Please implement an identifier within the requesters table when importing AD info to show the domain the user comes from, to stop duplication of usernames within SDP. Currently the next domain import will overwrite any users with the same login name, and as I have 11 domains with 8,000 users you can imagine I have a few with the same name. We will not be able to move from a test to production environment without this feature.
Querying Views of Solutions
Hi, we use SD+ Build 6014 - I know that the DB records each view of a Solution - is there any way I can query this to produce a list of who viewed which solution & when the y accessed it? I want to try and build up a picture of how efffective (if at all) the solutions we provide are to users (and if they're saving us calls). Also, anyone know of any pre-populated sources of Solutions that can be imported into SD+ thanks in advance..... Arnie
Cross-site departments?
In my organization, many departments are spread across multiple sites - for example, employees in some engineering groups may be located in two or more different buildings. It seems that SD+ assumes that all members of a department are located in the same building. Is there a clean way to identify a requester's location in such cases?
Import Single Users from AD
It is imperative that we have the ability to select and import single users directly from Active Directory without have to use a CVS file. Background: As a Federal agency (US Geological Survey) of the Department of Interior (DOI) we are standing up a Emergency Response solution for collaboration of Federal, State, local authorities and well as other emergency agencies. This is a large scale endeavor involving personnel from many US agencies and we have decided to try to use ServiceDesk Plus, if possible,
AD users migrating to other domain
Hi, I have a question. Currently, the users are imported from AD from 8 different windows domains. In the near future there will be only 2 windows domains and the users from the other 6 domains will be transferred on the 2 domains. What will be the impact of this to the servicedesk? I will have to recreate the users groups if they will change the domain? Thank you.
Microsoft ISA 2006 Firewall Client compatibility
Has anyone had a problem using the network scan facility whilst having Microsoft ISA 2006 Firewall Client installed. Every time I initiate a network scan the workstations which have the firewall client installed crash and cause the machines to reboot. I have contacted customer support who have yet to get back to me but I wondered if anyone else has experienced the same problem and has found a fix?
Default view (columns) for ALL users
We are just about to release SDp to a userbase of between 4000-5000 users, and need to find a way to make everyone have the task ID column visible by default in the requests section. How is this possible please?
Pipeline report
Create a pipeline report to monitor department/techie workload peaks
Looking for Best Practices
Hello all! We are going to be purchasing the Service Desk Standard soon and I am going to create some best practices for this software. Problem is we never had anything this complex or robust before�. So, if you have any ideas on where to start or some samples you can pass along to get me going it will be greatly appreciated. What I am looking for: Format style for filling out requests, SLA's, Escalation policies some of you may be using. We currently have some of these for the 12 year old system
lost Service desk plus Admin passowrd
How to reset admin passowrd for service desk plus
embed widgets
Hello I want to embed Meebo widget (meebo.com) to self-service portal page to communicate with customers. Can I do it by myself ?
Check email durring business hours
Allow for service desk to only check and process email during operating hours. This will prevent escalation rules from starting on tickets entered when the IT department is not available to respond.
SDP 7.0.0 Build 7010 - Mail Fetching Broken?
Hey, SDP Forum Readers! I was recently psyched to see the 7.0.0 upgrade path released for existing customers! I've been eagerly anticipating this event. After applying the patches to go to build 7010, however, I discovered that mail fetching from my POP-3 help desk e-mail account is no longer functioning. I can reboot the server and it fetches once, but then doesn't do again -- even if you stop and start mail fetching from within the SDP front end. I don't see this as a scheduled Windows task. Anybody
https - cert and imbedded links
Hi, I have installed 7010 SDP on ubuntu. i have named the machine servicedesk. there are two instances where the hostname seems to be used. 1. for the https cert 2. in reports and emails from servicedesk. hostname servicedesk actual url in dns url.name.com example https://your-url.com my problem for 1 and 2 are the same, but 2 is easyer to explain. when a ticket is sent the link to the ticket is https://servicedesk/WorkOrder.do?woMode=viewWO&woID=16&; insted of: https://url.name.com/WorkOrder.do?woMode=viewWO&woID=16&;
Anti-virus considerations
Do any exclusions need to be configured in an anti-virus scanner when installing it on the server ServiceDesk Plus runs on (assuming an MSSQL back-end on another server)?
Migration database of Linux to Windows (SDP)
I need to do the migration of a database in linux for Windows. I install the SDP in server Windows and now I would like of restore of database for Windows. This is possible? Anderson Carvalho
A useful query but it doesn't seem to give the full picture
We have been using the table below to show jobs submitted in the last quarter grouped by company (using a custom field called company). However, some of the requests come in from requesters and probes that do not have any data in the company field and their jobs do not appear to be included in the quarterly report. e.g. if we do another report showing jobs by technicians there are an extra 100+ jobs compared with the query below. The top line of this report does show a cell with no company in it,
LEFTB equivalent in SQL queries?
Is it possible, in an SQL query, to take the results from a column and run the equivalent of an Excel LEFTB on them, that is trim everything apart from the first n characters from the result? Likewise, can the reverse be done, trim the first X characters and return everything else?
Request: Add some colour to the NOTES button in requests
A simple request I'm sure, just some of the tech team have commented that is is easy to miss notes on a request, because you are so used to seeing the buttons at the top with Conversations, Problem and Change. Having the number next to Notes is useful, but they'd asked if it were possible to make the button a different colour or something so that it stands out more when there are notes. Not sure if anyone else would find it remotely useful. Regards, Andy
Default Template
Hi, Is there anyway to make a user select a template? The reason I ask is that we have multiple teams but no dedicated helpdesk person to distribute the jobs. The templates we have setup are set to assign the request to the specified group automatically. At themoment a user can open a new request and send it off without having to select a template. Any help will be most appreciated, Jamie
Move server SD+ 7.0.0.12 from W2003/MySQL to RedHat/MSSQL
Hi, excuseme for my bad english I need move trial SD+ 7.0.0.12 This server it's installed in Windows 2003 STD and MySQL in the same server. i need move all to Linux RedHat ES and MSSQL 2000. How to? thanks
"Silent" member of a group
Is is possible to assign a technician to a group, but for them not to be seen in the assign request to drop down box? I know I could create filters but to be honest, the custom filter screen is dire! Every rulle has to be the same - either and or or, but you have have both types of filter such as: Techician is "Technician" OR Technician = "Technician" AND pending = "yes"
Another asset name after scanning new workstation
Hi, We give our laptops always a name, for example: laptop1 ect. Now, after installing update 7.012 the original name changed: after laptop1 we now have our domainname, laptop1.domain.nl How is that possible? It's happening by scanning new laptops, but also by excisting!!! Excisting laptops have the name laptop1 but after scanning it's changed in laptop1.domain.nl (the field I mentioned is asset home/ edit workstation in the left uppersite of the screen, called: Name* Thanks, F.
is there any way to rearrange the additional fields
is there anyway i can rearrange the additional fields that we add to requests form? i have added 4 date fields and 4 numeric fields, and i want to arrange them in a specific format in the request form. how can i do it?
changeDBServer problem
Hi, I have a problem changing the DB server. I want to use a MySQL data base stored on a different server. I use changeDBServer.bat from the bin directory. After I enter the hostname and the port (3306 for the new db) if I press the test button, it woks ok, it says the connection it's ok but the ServiceDesk server won't start. I checked the log file and it says: "Trying to start MySQL server failed ". What should I do? Thank you.
Reports by department don't include blanks
Is this intended behaviour? I am running a report on completed requests by department, and one of the departments is "not assigned", yet if I run the same report without departments the total is higher, suggesting that empty department fields are not counted, but what then is "not assigned"?
Need help on sql report script.
Hi, need help on writing SQL report. I need to add to the script field of duration of problem and date of last modification. Somebody help please. SELECT prob.PROBLEMID as "Code",prob.TITLE as "Title",probdesc.FULL_DESCRIPTION as "Description", ownaaa.FIRST_NAME as "Specialist",case prob.REPORTEDTIME when 0 then 'Not assigned' else DATE_FORMAT(FROM_UNIXTIME(prob.REPORTEDTIME /1000) ,'%d-%m-%Y %k:%i') end as "Reported date", case prob.DUEBYTIME when 0 then 'Not assigned' else DATE_FORMAT(FROM_UNIXTIME(prob.DUEBYTIME/1000)
Your site is amazing!
Hello! Your site is just amazing! Good luck!
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