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
SDP for mobile phones
hello, - am looking for SDP app for mobiles " android " ,, i found its available in appstore for iphones, but am not sure if there is a version for android!! - my second question is that, if i want to get the application for mobile,, do i need to buy new license ? meaning i already have a pro license, but i want to use the application on mobiles, so do i need to purchase another license or i can use the same one i have ? thank you. sorry for my English Ahmad
Scheduled Report Query
We have a scheduled report which has been setup, by whom I do not know, but one of the recipients has left the company and we are now getting delivery failure messages as the report still trying to be sent to them. As I can only see my own scheduled report and I do not want to contact everyone who has the reports feature to see if it is theres, is there some report / query that can tell me who has what scheduled reports setup? If so, it would be really helpful if this could be reported on, as
ADS "useraccountcontrol" attribute value for enabled accounts
We need the information if a user account is enabled/diabled in AD. Therefore we added a field "Account Status" and try to import the UserAccountControl flag from AD: 512=Enabled 514=Disabled It looks like that this isn't possible, the field is always empty. Tech: http://support.microsoft.com/kb/305144 Can you add this as a feature request please?
One user on multiple assets. Duplication.
Hello. Sorry for my English, translated with help of an interpreter. Scan multiple workstations and assign users. I decided to check for the presence of these stations enshrined users. It turned out that for some stations is fixed one and the same person, even though I assigned different users. When assigning specific user, who is also changed to another station. Help me solve this problem?!
Request per pro.
We are looking for a solution regarding the creation of requests on behalf. For example a team assistant has to create a request for a manager. A similar function is also needed for example if requesting an account deletion (no user will do this oneself) to ensure that the account exists and that the exact user is selected. Right now we are using the Editor function but with the handicap that the status is moved to "On Hold" indicating that further updates are required from the Editor. From my point
Warranty information from Desktop Central
Why will SD not show DC warranty information?
SDPlus and server 2012
Hi Can you please confirm is SDPlus is supported running on server 2012?, is SQL 2012 supported for the database?. I am looking to migrate my install to a new server and would like to be on the latest platforms. If not supported, when do you expect that it will be? Thanks Greg
Need a custom asset report
I need a report with following fields. Is it possible in SDP ? Computer Name Current User Department Previous UserWhat I could make is with only first three fields. I could not insert 4th field in the report. Any help would be appreciated. :) Thanks
Outside IT approval for request?
Hi ServiceDesk Plus Forum, We are looking to replace out current Spiceworks install with ServiceDesk Plus for Enterprise. While we build the server and get ready to install I have a quick question about the Change Approval Board function... We are a Casino/Resort and have many departments. When an end user has a security related request (like new accounts or permission changes) we have a process called "IT Request". The end user creates a ticket, this ticket then goes to the Director of that department
Is it possible to send a request automatically to external party by email?
Some of our requests are handeld by an external party. So we would like to assign the request to that external party and send automatically an email to them with the request details. Is that possible?
How i can create service request from e-mail?
How i can create service request from e-mail?
Auto Prioritize Users When They Use Email
Hello All! I currently work for a small company where the 50 users that submit IT requests do so through "Service Desk Plus", however they only do so through email, never log in. Is it possible to Auto Prioritize Tickets when they come from a certain users email? Otherwise they just come in under normal priority, which is not good when a Supervisor needs something ASAP. Thank you in advanced! -Zach
cannot modify Default request in incident template part"Requester" is demed
why I cannot change the form that is displayed to the requester when he put his request
Images in request sent by email
Hello guys, Being busy with images within SDP i stumbled upon something that i've been encountering for a long time. When someone sents a request to SDP through email, and i subsequently open that request, the HTML markup for that email seems lost: - All images are being shown as attachments, not inline in the mail itself as it should be. Is this behaviour expected, or can we get this quality of life functionality in the future so it preserves the mail markup as intended?? Or can i somehow resolve
How to transfer data from old version to new version
Hi there i want to transfer all data (tickets , assets , etc..) from old version to new version i tried but some error appear to me Backup build number not compatible with existing build what i can do to fix this problem ? please help me my data is very important to me Thanks & BR
Feature req: Email notificaiton to Requester on new NOTE(s)?
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update". I'm thinking a feature request to "Acknowledge Requester by Email when public notes
Import Manager of Requester from AD
Hi all! We use SDP 8.1.0 Build 8118 We need import Manager of Requester from AD at "Requester Details" box! How I can import this info from my AD?
windows 2012 and MS SQL 2012
He all! i have 2 questions: 1) SDP can be run on Windows 2012? 2) SDP can be use MS SQL 2012 if MS SLQ2012 is running on Windows 2012? i read http://www.manageengine.com/products/service-desk/system-requirement.html and find only: Supported Database MySQL 4.1.18 MySQL 5.1.50 MS SQL 2000, MS SQL 2005, MS SQL 2008 it's correct info?
mysql logon change domain on numerous users
Is it possible to bulk change the domain for a number of accounts? We have the same users in 2 domains, as we're doing a domain migration that will take some time to complete. The users are logging into domain A and their Service Plus account is in domain b. Can I run an update query to change the domain? What is the mysql login and port? ken.stoner@nasg.net
Stop People E-Mailling Requests
Some or our users e-mail the address used by the servicedesk instead of logging into the portal, this then leads to a long list of job that do not have a category What is the best was to stop them doing this, i wanted to create a Business Rule, that would reject these but also send an e-mail back to the requester asking them to log it via the portal. I just could see a way of doing this Any ideas Thanks Vicky
Approval Status column empty on Changes
I'm using 8121. I wanted to see the approval status of some changes, so I added the column to the main Changes page. The only thing that shows up is a dash ( - ). On the Requests page, it shows an indicator making the approval status clear. Is this a bug or am I just not using this correctly? Thanks!
change default calendar
Hello I want to use attached calendar instead of default calendar. how can i do it? please help me. thanks so much. http://farhadi.ir/downloads/JalaliJSCalendar-1.4.tar.gz
E-mail ID and Search requester list
When a technician creates a ticket for a user they can start typing an email address int he Name and "E-Mail Id(s) To Notify" files and will get a drop down from the requester list. They also have buttons to allow them to search the requester list. Is it possible to get those functions on the "E-Mail Id(s) To Notify" for a requester? We have managers that put in tickets that would love this function so they don't have to type out the whole email for everyone they want to copy. Craig
Failed to communicate agent - Service Desk Plus
Hello to all, I have a machine that cannot be scanned from the server , and no such request is logged in the agent log file. However , if I select 'New Scan' , enter the IP address of the affected machine and scan that , the agent log file 'logs' that a scan has been requested and made. Of course , this is not ideal , as I now have 2 machines which are technically the same listed on Service Desk Plus. Does anyone know how I can correct this eg remove all machine details from server , and then re-add
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