Difference between ServiceDesk and desktop central
Hi support, I have some questions. We're running both desktopcentral and servicedesk plus. 1) You can take remote control of a computer with servicedesk and desktopcentral. Only, there is some big difference between those two. With remote desktop in Desktopcentral you have more options and it works a lot faster. Why is the remote desktop tool in servicedesk not the same as in desktopcentral? 2) Desktop central syncs all our workstations to servicedesk plus. We're also using MDM in desktop central,
error while fetching response ajax response: id is null
When I try to run a report throws me the next legend: error while fetching response ajax response: id is null A who is this?
View based on the red envelopes
Can we create a view which only shows requests that have been replied/responded to i.e. have the red envelope icon. I am backing up sd+ at the moment so I am unable to check, but can we sort the "envelope icon" column to put the red ones above the green?
There are several servers we do not want to scan but need to keep on the asset list
But, Workstation(s)/Server(s) failed during last scan. list is keep comes back whenever I scan the servers. Those specific servers are just for record purpose and outside of the domain. (also blocked by firewall due to the company policy) How can I keep those servers / workstations away from Failed scan list? Thank you in advance.
External Database
Hi, I would like to know if SDP has the option to get external data from another database. Example, I made a template where the user has to input the license plate and name of the owner in two additional fields I made, but this info is in another system that uses MS SQL and right now they have to input it by hand. I wanted to know if its possible to let's say input a certain number and the system consults the external data and brings it to the Service Desk. Thanks, Bijan
Custom Reports
There are a few things I'd like to see in future releases related to Reports. Please let me know if any of these items are currently available . Allow technician access to query reports. Have Report roles allowing both read and write access. Is there any plan to someday have the ability to add a prompts to reports? I'd like to be able to prompt the user for certain information such as the technician group he wants included in the report As administrator, I am unable to delete empty report folders.
can i edit the Ram size in the service catalog ?
i have a user want to upgrade from 16 GB to 36 Gb so he want to have other option than 2 , 4 ,8 GB in the Ram size request can i edit this Tab?
Report question
Since SDP has our hours in the database, is there any way to create a report, either with built in reports or via a SQL query that we can see how many tickets are being closed during NON business hours? For us that would be nights after 5, all day Sat/Sun and holidays. TIA Craig
Customising the Survey
Hello, Can you please tell me if it is possible to change the title on the free text field "Any other comments or suggestions" and name it something else or add an additional free text field to the survey template. If it is possible, are there instructions on how to do this? Thanks Nicola
Export / Import
HI I have load of updates to do on our asset list which would be quicker for me to export it out from SD update in Excel and re import. 1, I have exported all the data using the new reports options 2, Found the Import asset option on the asset screen Problem I can export 24 fields and only import 17 fields. is there a way to import everything we can export ????
IR Work Log not written to History
We are noticing that the Work Log is not written the History page of an Incident Request. Shouldn't a work log entry be written to the History page? We using build 8114. Thanks!
Purchase order permissions
Hi, I would like to use purchase orders to track our purchasing and inventory our stock. What I need is for the technicians to be able to create a PO that will more or less follow the process so that we can track when they order a item and when it is recieved. Also what dept. it is expensed to. When I have a general technician log on, Purchase order is not in their quick actions or a tab on menu bar. Is there a way to create a role that would allow them to create a PO but not delete. We still
servicedesk server or servicedesk web client won't start
I trying to installing the servicedesk plus standard edition but when I try to start the servicedesk server it hangs. System: Windows 2008 r2 64 bits
Closing Requests with multiple tasks
Hi I setup an incident template which has 12 tasks to complete before the incident can be closed. I also setup a status called "Skipped" which is a "complete" status, the same as "closed". Although I have it set that associated tasks must be completed before the incident can be closed, I would like some of the task statuses to be set as "skipped" as there is occasionally nothing required for those steps. However manageengine doesnt seem to allow this?, the only status that allows closure of the
Contact Number Column in Request View
Is there a way to add the requestor's Contact Number as a column in Request View?
ServiceDesk Plus "Approval Status" translation
In the Russian localization name Approval Status, shown as "Pending Approval", "Approved" and so on. Module "Translations" can not find values in Russian localization. Translate name Approval Status is not obtained.
VoIP Telephone System Integration
Good evening. Can you kindly provide an update on the status of the planned VoIP Telephony System Integration feature with ServiceDesk Plus. Thank you
BIG BUG with Local Authentication
hello SD guru! Just try it: 1) type your CEO (or other user) login as login 2) type your CEO (or other user) login as password 3) select Local Authentication 4) press "Login" -----> you are logged as your CEO nice? P.S. use login from AD P.P.S. old versions (before 8.1) don't have this bug
Asset report
I need an asset report that will tell me if an asset was updated for the previous day, week, and month. I would like for it to have the technician, the asset name, the asset type, the date modified, the previous state and the current state. Also, I would like for it to be grouped by technician. Thanks in advance!
Manage consumables
Does anyone know if there is a way to accurately track consumables from when they are purchased to when they are deployed to a printer/faxmachine etc.... the reason I am asking is I created a group to categorize toner/ink when we purchase it but I am finding it difficult to assign it to a dept. when I mark it as "In Use" it wants to be assigned to a user or deplartment or asset but it will be assigned to that person or asset idefinetelly. Is there any function with SDP that can act to track an item
Running a good trial
Hello All, We're evaluating Service Desk Plus, but even it being an very easy and self-explanatory/intuitive Web GUI I coudn't configure a ServiceDesk Queue... Is there a guide suggesting how this could be done? Best regards from Brazil!
Creatimg Solutions
When creating a solution I'm unable to paste in the window. But others in my group can. How do I correct this?
Removing Attachments from Contract record
I'm updating a contract with a new pdf of the actual contract. There is a pdf of the old contract in the Attachments list. When I click that filename to download it, I get an error "The file was not found." I want to delete that file name from the Attachment list. I Edit the contract, click the red X next to the file name and it disappears. However, when I Save the contract, the filename reappears again. It's as if the filename can't be deleted because the file it points do doesn't exist in
Attachments in notification e-mails.
Hi Is it possible to get the attachments included in a ticket attached to the notification e-mails? We have some external support partners and when a ticket is assigned to them the notification e-mail gets sent to their support system and generate a ticket. Now they need to log in to our system to get the attachments and it would save a lot of time if it could be included in the notification e-mail. Br /Thomas
How to handle technicians leaving?
Curious on best way to handle a technician leaving. I don't want to lose her history, but I want to free up the license that she was using. I don't necessarily want all of her old items to be moved over to her replacement either. Any thoughts?
Powerful Reporting
Does anyone have experience with creating powerful custom reports for reporting on things like KPIs and Metrics etc?
Flowchart
Is there a documented flowchart for Service Desk Plus?
Multiple Email Addresses
We currently have our system setup so that email are sent to it.support@companyname.co.uk is there a way for the system to accept multiple addresses i.e it.support@companyname.co.uk it.development@companyname.co.uk etc etc Thanks Adrian
Reporting on top 10 Sub category and Item requests
Is it possible to report on what are the top registered requests for each category, Sub category or Item for a period? This will allow us to determine training requirements for our company. I am sure it must be able to be done, but am unable to find a standard report to do so. Hope you can help
Archiving Data in Manage Service desk plus Ver 7.60 not working
I have scheduled an archiving for closed requests, But its not working. I have tried on different dates, But its not giving any response. Moreover, the backup scheduled have stopped working 6 months ago also. Is there any problem with my database
Crash in Inventory
Hi There I am using Servicedesk Plus build 8010 but everyday I have to restart services because Inventory is not accessible. This is becoming a real issue here and I would like to handle it ASAP. How can you help me? Please. Amir
Major / Minor Versions Grouping Issue
Hi, I've been doing an Adobe asset audit and made a Major version called "Adobe Acrobat" and then grouped all associated Adobe Writer products underneath it i.e. Acrobat Pro 6, Acrobat X Standard etc ... and then created licenses and associated with "Adobe Acrobat" which all looks fine. When contacting our purchasing department who use the "Purchasing" module they're not happy as "Adobe Acrobat" isn't a useful reference for them for their invoices after they drilldown to a vendor and select the
Software Licenses
I have a software license that was accidently associated to a wrong software title(product). I am unable to delete this license because it is asociated with a Purchase Order. I obviously can not delete the PO since it has been approved/paid and closed already. How can I correct this situation? Thanks for the help Karen
Requestor Notification when Assigned to Technician
As Help Desk supervisor, I assign the Request to the appropriate Technician once I'm notified of a New Request. Is there a template I can create (or modify) that notifies the Requestor when, and to which Technician, the Request has been Assigned? Thanks! fredh
customize dashboard in servicedesk
Hi, I want to know does dashboard in service desk customizable? Can I remove or hide some field in dashboard? If yes how can I do that best regards
attached devices not scanned
hello, during network scan only docking station and screen are not detected, only mouse directly connected to laptop is detected any idea?
Solutions object
Hi, Can someone tell how I can add to the subject solutions?I now just have General, Hardware, Softwares. I want to create some next levels under software.
Need to report on the linked tickets in ServiceDeskPlus
I have created a report (Attached) and need to append to the end of this report (the last column) any tickets that are linked to the ticket in that row and have them be hyperlinks exactley like column D. Can you please provide a modified query to the below that will accomplish that? SELECT dpt.DEPTNAME "Department",aau.FIRST_NAME "Requester",wo.WORKORDERID "Request ID",icd.NAME "Item",wo.TITLE "Subject",ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status",wof.UDF_LONG1 "Hours Estimate"
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
Incident Template - Font\Format Issue copying from Word
Hi Support, We currently have a word document for Password Resets which our requesters use. My issue is when copying the content of the document and pasting it into the description of an Incident Template, it initially looks okay, however when saving and going back into the newly created template, the format\font comlpetely changes and extra line spaces are added. Please see below screenshots below and advise. Thanks In Advance Gary. SDP Version - 8105 Browser Version - IE7 (Also Tried in
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