Create a Request based on an asset
Is it possible to create a request based on an asset rather than a workstation. For example if you have a faulty printer....instead of entering a workstation you enter the printer details as it may have multiple workstations using it. If you track the history of the printer rather than the workstation you will have a more accurate history of the printer. Having the requester limited to only Workstations make it hard to identify your issues. You may also want to put a request in for a monitor, router,
Feature request: Notify Group ticket is being removed
I have 7 different Groups/queues and when a ticket enters a group, it notifies the techs. However, there are times when tickets are incorrectly routed and I need to move them out of 1 group and into another. I would like to inform the group that the ticket was removed. Thanks Tom
pasthe
In the Request module of ServiceDesk Plus, it would be nice if we could enter a date when we enter the time spent on a request. Also when we enter the time entry, it would be nice if we could select a task that is associate with the request. Someone else interested in that feature ?
How To Connect
I can not connect remotely
Apple Macs
Can Service Desk add and query Apple Mac machines to add into it's inventory? If not, is this likely to be in any future updates?
Operational Hours not showing Properly.
Hi, There seems to be a problem with the viewing to select the Operational hours. I'm unable to select the till value in the Operational Hours. Regards, Roshan
Strange Graphical Problems On Operation Hours
Strange, I get a cutoff on the company operational hours on both IE 6 and IE7R2 and on multiple computers. Ideas? Bug? Already reported?
Manditory Fields
I have a few small things that I would like to see: 1) A way when creating a ticket to be able to make assigning a technician manditory, this way when I run the Technician report there won't be any unassigned except for the tickets that truely haven't been looked at yet. 2) To group specific technician's in a specific levels. For example I have the Level's in the ticket setup like this, Tier 1 = Help Desk, Tier 2 = Technician, Tier 3 = Specalist, Tier 4 = Director/Outside Vendor. I would like to
Reports - Software Inventory Report
Is there a way to get a software inventory report? We need to get our licnesing under control and removal of roug applications. SJK
How can I use the simulator to test my application?
Dear all, I have been developed network discovery appliacation using the SNMP protocol. I want to know how to use the Adventnet simulator to test the application? Thank you very much.
SD+ Spanish Version
I have a re-branded version of SD+ and we are currently looking to expand our services to some Spanish speaking clients. I noticed that SD+ can run with different languages. I do not see the option for languages under the personalize tab. Do I need to look somewhere else or do I need to install something. I am fully updated with 5501. Paul
No Help from Support
I would like to change the code on the WorkOrder.do page. There are 5 lines of code where it is attaching js files. Does anyone know if it is possible to modify the code?
mySQL version
What version of mySQL is ServiceDesk Plus running on?
Swedish characters in reports
When I run a report and there is swedish characters in the report they are all mixed up. ie. Lannér Sjöberg instead of Lann�r Sj�berg Is this a known problem and if so, when will it be fixed. Now when we can generate excellent reports it would be nice if they were readable to. Regards Stefan
Error message when save and close resolution is clicked.
Getting the following error when save and close is clicked in the resolutions for a helpdesk. maybe a bug with the system just so you know. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Access right
I don't want the technicians to access the Contract and purchasing part. But if I create a new role with full access on Request and solutions, they cannot update the due date or see the report. How can I have techinicians both being able to fully update all fields from a request and see the reports ? Thank you Loic
Request form customiser for technicians view
Hi there, It would be handy if you could add a request form customiser option for the techincians view of created a new request. This is so we can hide the workstation ID field if we do not use the inventory part of the application. Cheers Carl
Reminder of Features.
Hi, First of all I'd like to say that the new features implemented in this Update are fantabulous. The reporting Tool has been greatly improved. I would like to remind that it would be appreciated if few features were implemented a little sooner. 1 Full Active directory Synchronization. 2 MS-SQL Support. 3 Exchange Server Support. 4 Improvisation of the Purchase Order process. 5 Directly adding Workstations as assets, so that its easy to maintain inventory of Desktops/Laptops. 6 Only the role for
Adding HTTPS functionality and self-registration
Hello all! Newbie here! I love the product! Servicedesk has been live now in our organization for 4 months now and works great. The latest update solved my reports issue I was having. Anyways, ever thought about adding HTTPS functionality? We have an extensive force of mobile users. It would be nice if they could still submit tickets if they're out on the road, can't connect to our internal network via VPN. Also, it would be a nice feature to allow self-registration for users as it would lessen workload
Category not showing
The category does not show when viewing the Resolution Tab or the History Tab.
REQUEST ---- Tech - Private Solutions
Can you in a very near release add functionality to create solutions that are visable to tech's only? This would allow us to post certain documents and or fixes to common problems and do away with our techs bouncing from lotus notes to SD+ -Mike
SD+: TBug - Transfer of tickets to other techs misses TASKS
I discovered today on the ticket->Action menu the ability to Add Follow-up Task. This basically allows you to specify a few tasks to accomplish while in the process of fulfilling the ticket. I assigned myself a few tasks to test this, and saw that they also assign them to my personal tasks list (seen on the home page on the yellow square) BUT, because I'm leaving next monday for a new job, I was asked to transfer all my tickets to someone else. I dutifully reassigned them to this other tech, but
SD+: Update of time entry by me posted as other tech
After participating in a webex session with AdventNet, we were able to show a resolution on a ticket that I've transferred over to another technician. However, when I added the time entry, the entry went in with the assigned technician's name, and not mine. While I can understand keeping time entries to the assigned technician, there are examples when you don't want to assume ownership of a ticket just to show that you did some action on it, and then reassign the ownership back to the original tech.
SD+: Single quotes in names doesn't show
We have a guy whose name has single quotes (as pulled from AD). He's one of our technicians now (was a requester until we purchased more licenses). I'm attaching two screen shots showing how his name does NOT show up in the Request Summary screen, but his name does show up in the ticket itself when looking in the ticket details. Justin
SD+: Suggestion - Notification improvements
Having gone "live" recently, and having been affected by the changes in notifications lately, I'd like to make some suggestions for improvements. 1. The volume of notifications can get very high for some tickets, particularly if there's a lot of people with their fingers in the ticket, or mail going back and forth between the requester and technician (or other parties as well). We've had some customers complain that the volume is too high. (not for all people, or all tickets). Suggested solution(s):
BUG: Request reopening closed ticket loses tech assignment
In version 5501, when a closed request is reopened with an email, the technician field gets unassigned. Justin
report generator
Hello - I need to run a report that calculates total calls closed by technician and shows the following information: Fields = Call ID : Call Description : Call Resolution : Open date : Closed date Grouped by Technician Date Range = not required, needs to be run since database started. Totals = need a sub total for each technician and a grand total for all calls. I have looked through your list of reports and none of them allow you to see the call and resolution data, so I think I need to run a query
how to add new solution
How to add a new solution. I can not find any way to do it . it seems like there is some thing missing in the new solution tab (solutions>add new soution). there is no button to register the new solution added. thanks in avance in helping me
SOFTWARE REPORT REQUEST
Hello, there's a way to have some reports of software managed, excluded, prohibited and unidentified (total and for machine)? thank you
Notifications in groups
Using version 5501, when a ticket is moved between groups/queues, the nofiction does not work when the ticket lands in the new queue. It works fine when the ticket first arrives, but not when the ticket is moved between groups. Any ideas?
Schedule Request
Is it possible to schedule a request. I am not talking about preventive maintenance. While creating a new request, is it possible to schedule it for future time.
Linking Vendor to Request
Is it possible to link the vendor to a new request, so that if a new request is setup and an outside vendor needs to be called, we can select the vendor and there contact details can be pulled up.
Company Logo not showing on reports
We are in SD+ - version 5501. When we create reports, the logo for 'Acme HelpDesk' shows up on the reports - how can we get our corporate logo on those reports (our logo shows up on the login screen/requester form, etc) - just not on the reports. Any help is appreciated! Thanks.
Home - global view - open v on hold
Hi guys. Just to make things "correct" for later reports, I decide to go through the jobs and put them all in the correct categories. Home Page, Global View sort by category. One by one I opened the items in General until I was on the last Open job with four On Hold still to alter. Completed the Open job, went back to the screen and General did not show at all. +++ Is there an easy way to mass change things like categories? I now want (?) to go through the closed jobs and recategorise them, is that
Jobs in queues showing as unassigned
Hi Jobs that are assigned to technicians show as being assigned to them which is great. I want to be able to assign jobs to queues/groups and know that the jobs are in that queue/group i.e. 'assigned to' field shows what queue the job is in. This would help us because when we have small projects that involve different teams we need to be able to let the group see the same job. We have set up a queue for all teams involved so there is no problem there ,it is just SD+ shows it as unassigned when it
Service Desk Plus with Arabic Users
When Will the Service Desk Plus have Arabic Titles ? :?:
How to not use Administrator account
Hello, I would like to know if it's possible to remove the Administrator account from the technician list. I've no so called "Administrator" person in the technician pool and I do prefer use actual name. But this one is blocking 1 licence. Thank you Loic
Password for local Admin account
Does anyone know how to change the default password for the local admin account Thank you :oops:
PO Image error
Build 5500: There is a bug in the PO/Organization logo option. It appears to not allow you to load your own company logo. It it does show up correctly on our PO, but the image in the Organization module is not correct.
Error creating report:
Dear All, While I'm creating custom report it show this error message. how can I rectify this? John HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: java.sql.SQLException: Syntax error or access violation, message from server: "You have an error in your SQL syntax; check the
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