Contact Number Wrong
We are just trying to demo this system at the moment and have imported our users from active directory. When a request is created the contact number displayed is the users mobile number, rather than their desk phone number, is there a way to change this?
Time Format change
Was wondering how you can change the time format when you have a look at the comments and bnotes added, at the moment it is set as Year/Month/Day I would like to change it to Day/Month/Year
Adding attachments to an existing ticket not working.
I understood that the newer 5.0.0 build 5003 to have the option allowing requesters to add attachments to an existing ticket. I have not be able to find this option as a requester or the setting to enable this option for requesters. As a technician I can attach files and would think this option can be made available to requesters. Please advise. Danny
URL encoding for attachments
A user submitted an attachment to a ServiceDesk request through email. The file included an ampersand in the file name. The link to the attachment within ServiceDesk did not work until I changed the URL encoding for the ampersand. Is this a known bug?
Service Desk Plus accesible in our website
Hello, Good Day!! Just wanna ask if we can make available this application though our website? And if its possible to test it on the free edition or we need to purchase first before we can test it. Hope you could reply. We are really interested in your product but we still need to confirm and test it out if it will work with our current processes. Thanks and hope to hear from your team as soon as possible.. Dennis Software Engineer Diebold Philippines
Possible new feature - auto assigning technicians
Hi there, We have been using SD+ now for a few months and are really pleased with it. One thing I am starting to find though is that technicians are not assigning the tasks to themselves before closing, so when I report on closed requests I keep finding lots without a technician assigned. Would it be possible for SD+ to automatically assign the current technician when they enter a resolution? Also it would be really nice to have a button on the "Enter resolution" screen that will have the info and
Exception when adding/editing/removing catagory
Hey, :) I get an error when I try to add,edit or remove a category. Any feedback on how to solve this problem will be greatly appreciated, cause I am all out if ideas! :) The exception caught is: type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.admin.category.deletecategory.failure.nodata org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
access limitation
There is a feature for limiting access to technicians for contracts, PO's etc., but there is a requirement for data segregation within assets, requests etc. We do not want all the requests or assets seen by all the technicians.
URL link in email message does not work in Outlook 2003
Example is below; Request details are : Created by : bbrooks Due by date : 20-Mar-2006 13:00 Category : Software Title : Need to install the securakey rklink software v2.2 Description : Click for details : http://10.107.4.27:8009/WorkOrder.do?woMode=viewWO&woID=5403
Location - useless?
Hi all, We're currently evaluating SDP, and for the most part I like what I see. The one major problem we're running into though is the inability to use the Location field in a business rule. I understand Departments are tied to Locations, and you can use Departments in Business Rules. But we're also using AD integration, and when you use an AD user as a requestor, you cannot select a department. Most of our users in AD were not entered with departments (we're a school) and thus this does us no good.
Request Category button problem
We have set up SDP so that we have over 100 request categories (including Main Categories, sub-categories and sub-sub- categories). However on the request screen, we get the attached error if the yellow category button is used: An error has occured in the script on this page Line: 314 Char: 38 Error: Expected']' Code: 0 URL: http://[int ip address]/CategoryList.do [/img]
Resoltuion Section
Unable to type any text in the resolution section orf ServiceDesk. Has something been broken??
Assigning to a Department AND a User
I'm just evaluating this product for our school and would like to know if it's possible (or if it's in development) to assign a machine/laptop to a Department AND a User at the same time? In our school a Laptop is assigned to a Department, but also to a individual user. At the moment I'm adding the Assigned user to the Comments section manually.
Date calculations using Crytsal Reports
Hi all, I've got the Crystal report link up and running, and can now create reports the way we require them. Once you have the datamodel it is all relatively easy and straightforwarded. The one thing I cannot manage however is formatting the dates in a way we (humans) can easily read and understand. I saw earlier post about using sql statements, but I cannot find any place to insert these (after extensive searching in the help). Anybody to the rescue ?? Thanks in advance, Jan-Peter Beekman
re open a closed ticket=>wrong time spent
Hi, Ticket logged at 4pm on MON, and closed at 5pm on MON, will show as taking 1 hour . But the requester replies to the email "notification when the request is closed" 3 days after (to say thank you for exemple) then the request is re-open (automaticaly). so the technician re-closed the request and then the request will shows as taking 31hours (the service is open 10 hours per day) instead of 1 hour and 1 minute. Is there a way to have the good time spent on the request ? thanks sorry for my english
adding request additional fields in notifications
how can we add requests additional fields in notification?
Add Time Entry
In some requests the "Add Time Entry" button does nothing when you click on it. I have tried but cannot see a any difference between some of the requests in which this does not work and most of the others in which it does. Also some requests don't show the start/stop timer action link on the right. I know its probably something obvious - but can someone tell me what it is?
Access MySQL-DB via ODBC
Is there any way to have a ODBC-Connection to the Database direcly which will help me a lot with my needed quarterly reports. thanks FHe
HTML Mail
The HTML mail is still a problem with Service Pack 4. See below: Content-Type: multipart/related; boundary="----=_Part_18_16013333.1142624935500" ------=_Part_18_16013333.1142624935500 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: 7bit <div id="editDiv" style="padding: 3px; font-size: 11px; font-family: Verdana,Arial,Helvetica,sans-serif;"> Thank you for contacting the Montgomery County Common Pleas Court's Help Desk. Your help desk ticket has been closed. If
Integration with Active Directory
Does exist a possibility to have in SDP the user accounts form AD up to date in real time? Thanks
Web Server
Can you conifigure Windows IIS as the default web server for ServiceDesk? I would like to have external capabilities for requesters to submit tickets but want to do it securely by adding SSL. Thank you.
Translate
Hello. Whether there are translations into other languages? Me Russian interests... If is not present how to make translation most?
Attachments problems
Hi all, I'm using the 5003 build and I found some issues regarding the attachments. First of all, on Solutions, the only file types that I'm able to open (after attached) are .HTML or .ZIP files. If I attach a .DOC file and try to open it directly, I receive a page that says "The File was not found". Other issue is regarding the file size, that it sounds be limited by 3 MB. Is there an option to increase this limit? Best regards, Fernando
Request ID gone from number 10 to 301 on new installation
We have just stated to use service desk plus and the request id suddenly went from no 10 and then the next was 301. Would have been nice to continue on from 10. Data in mysql also indicates 1-10 then number 301 onwards. Any reason why and if so can this be corrected to flow on from 10
contracts
I'm currently using build 5001. It would be nice if contracts were sorted or sortable by contract "to date". Currently they are sorted alphabetically which gets unusable pretty fast. It would also be very useful to have a report for contracts. For example, I have to manually compile all the contracts expiring in the upcoming quarter and enter them in Excel, sort them by end date, format, etc. Thanks. Dave
Sending mail
We have McAfee Virusscan 8.0 p 11 installed and by default smtpmail is disabled except for those allowed in virusscan. What file/program do i need to allow for sending mail with SD+ ? When I send mail it is also very slow, can take up to 1min sometimes to get the mail on the way? Can you give me some tips here? Regards Stefan
Service Pack
According to the information that we received from ServiceDesk there is to be a service pack deployed on 3/17/06. Since I am waiting on corrections to html e-mails and reports, can you tell me if this is still planning on being deployed tomorrow?
Identical users for one workstation?
Hi, We are currently in the progress of testing the ServiceDesk environment for use in the corporate system. You can scan the whole network for workstations and the matching users. The problem we encountered is that some workstations have two users assigned, but always two times the same user. Is this a bug or something? Many thanks in advance, Kourosh
Escalation level based templates
Hi, We set up different escalation levels and wondered if we could customize the template for the mail sent when escalation is exceeded? Thank you for your time, Kourosh
Scheduled custom reports
I want to add and schedule custom reports, specifically on the status of requests. But the custom report functionality does not allow me to select Status as a relection criteria.
Preventitive maintenance/reoccurring tasks
Curious, is there a way to do reoccurring (weekly, monthly,bi-yearly, yearly) tasks/requests? This would be extremely handy for some of the preventative maintenance that needs to occur in every environment without having to rely on users creating the tasks manually each time.
Multiple ServiceDesks on 1 Server
Hi, I am wondering if it possible to have multiple service desks running on one server. I run a consulting business and I would like provide all of my clients with their own SDP+ but host it all on one big server in my office. Thanks
Adding Requester using wizard with Helpdesk Role none Admin
I would like to know is there a way we can have helpdesk Technican be able to add new requester using the wizard which is available as administrator but the technican not having admin role just a custom role with full controll.
capture keywords in Title field
Hello How can I setup a business rule that will catch keywords in the description or title field? For example: I have a business rule that has Criteria as follows: Category is "Virus Attack" or "Ddos Attack" or "Email Based" or "Work Based" or Title contains fsecure or Description contains fsecure What I want the rule to do is pick out words that will be random throughout the text in the Title or Description, when jobs are logged via email, as everyone knows users do not always write their problems
how can i translate this great software.
hello i installed the trial version but i need a info for translate is there any way to translate this great soft. thx
Changing Web Port
How difficult would it be to change the port that I have SDP running on from 81 to 80? I don't see that option in the admin section. Thanks.
Inventory - All Assets
When I look at my inventory in I have 86 items that are classified as 'Other'. They should be 'Software'. When I click on the 'Other' slice of the pie chart nothing happens. When I manually bring up the listing of 'Software' everything is as it should be. How can I correct this so that the all assets view correctly reflects my assets? Thank you, Shervan Torabi
when the version in Spanish is ready??
when the version in Spanish is ready?? Thanks
Relocate ServiceDesk
I need to move ServiceDesk from the C: drive to the D: drive on my server. How would I go about doing this?
having a content variable of Technician Name
I would like to be able to modify the 'notify when request is closed' template to include the Technicians name... as in: Your helpdesk request with id# $RequestId has been closed by $TechnicianName. but I would need to have a content or subject variable that is defined... in so many ways, this product is customizable for our personal situation - we are truly enjoying setting it up for use on our campus. thanks!
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