Report. Average time before accept request.
Hi. Please help with report. We need to view average time by day between event then user create request and manager assign tech. In out regulation this time must be less 30 minutes. Is this report possible in SD+ ? Version 7022.
How to Set "log into" as a default to Domain Name
Hi, While user wants to login into Service Desk there is an option "log into" which user should choose the domain. In our organization there are devices which are not in domain like workgroup and they are visible in log into option. but there are no user to login through these devices. I want to know how can I make the "log into" option to our domain name so user does not need to choose his domain each time he want to login and he just need to type his username and password. Cause from the time that
Remove duplicate entries
Hi, we have 2 domains, and authentication via LDAP. To fill these accounts before I spent importing data from active directory, zatemzatem table aaalogin domain replaced by "-". And wire imported from LDAP. In this case, the old users can log in SD +. The last time I made a mistake and then import from AD I did import from LDAP immediately. As a result, users are imported 2 times. How and to what table to remove duplicate entries? Win2008x64 SD+ 8114 MySQL Thank you.
Ability to set reoccuring holidays by day rather than date, e.g. "First Monday in June"
Hi, I have a proposed feature When inputting annual holidays, there is only the option to repeate specific dates, e.g. New Years Day. But some of our holidays occur on a specific day rather than a specific date. For example there is a holiday on "The first Monday in June". It is not possible currently to make this recurring in SDP, as the date changes each year. I presume other regions have the same issue. Regards, Fintan
Configuration Item Type - Additional Attributes
Hi! I´m wondering if it´s possible to make the Attributes that I create in Configuration Item Type Mandatory in the future. It would be great to forec the Configuration Managers who are woring on the CMDB info to be forced to fill in the correct info. Best regards Andreas Karlsson, Knowit Dalarna AB
Expand survey capabilities
Often times we need to expand beyond request surveys. For example, we need to track survey results after conducting an IT training course or feedback on an IT service such as VoIP usage. We need to have the ability to generate general surveys that aren't tied to requests and track them. Jeremy H. Danville, CA
Report for which technician added users and how many
I was wondering if there was a way to generate a report that would tell me which technician added new users and how many they added over the past month. I am on 8117 with mssql. Thanks in advance.
Theme
Hi Dears Is there any way to add some themes in the software that requester or technisians could be change their profile envirement? i think it can be help to attract the customers in the using of SDP. thanx a lot
Change module notification
We are not able to log the responses of the clients whenever we send an email notification to user directly from change request
Servicedesk Plus API
I want to know how I would request a list of tickets, or other items, such as requestors... Please tell me your API is more robust than you have on the documentation?!?!
More info required on Notification Rules
Notification rules in 8121 Hi, I have some question re notification rules: Q1. I understand what a technician is, and obviously a user, and the admin, but who is the "editor"? Q2. Can someone elaborate on these notifications please, and are these templates listed in some documentation or are we to just expected to know what they translate to? I'm especially intrigued about the "waiting for an update" element in these notifications. - are there associated timers in SD+? Notifications: · Notify
Report to determine who entered a request...
Hi...I'm trying to audit the use of our tech accounts. We have some "techs" that are responsible only for entering tickets, not resolving them. Is there any way I can get a report of the tickets entered into the system by a particular tech? Thanks, James
how do you install servicedesk plus in Ubuntu server
Hi I'm trying to install serverdesk plus onto my ubuntu server by using the ./ command. it come back with can't run in graphical mode. also try ./filename console and ./filename javaconsole with no luck Does anybody know how to install this?
Unable to set asset in a request to None
We are having an issue where we are unable to set the asset to None in a request. The asset field will change to None, but the change will not be saved. If we edit a request, and set the asset to None, when we attempt to save the ticket, we are thrown back to the Edit screen with all ofour changes lost. How do we fix this issue?
Direct link to a specific View?
I've got a few custom views, that I have successfully been able to link directly to using; http://site/WOListView.do?viewName=MyView_QUEUE I found the MyView name by trial and error but I am really struggling to identify the queue name for "My New Queue Company 3"... Presumably because it has spaces. I've tried without, with %20 and a few other things... I know the ID of the View, can this be used instead? I have a few reasons for needing this direct link, unfortunately having a custom view set to
Bug: Not all request history logged
The "New Joinee" request built-in to the product contains a request template that includes 4 tasks. Once you create this request, then go assign each task to a technician - NONE of the task management (assignments) are logged. Any technician could UNASSIGN themselves a task, or UNASSIGN and ASSIGN someone else to escape responsibility, and the HISTORY does not report any changes to the TASKS. This is a serious audit logging discrepancy.
How to manage incident time in Servicedesk
Hi I have need to set time, by default, on every incident in servicedesk. -How can I put in default time for different incident, in quickforms? -How can I put in closing roules for time? -How can I have time template for different jobbs, Ex. based on category?
Group settings from template resets
Hi I have built templates in ServiceDesk, in the templates I put a value in Groups. When I try the templates, and register one requester, the group setting resets and the value setts to --select group— How do I get the settings for gruop to stay? Is this a bug, or a miss in configuration? Where do I find the settings for this?
Anyone Using Splunk to Index ServiceDeskPlus?
Hi, I've got the Splunk DB Connector working against a SDP server, using the MSsql connector - database monitoring the following tables: SoftwareList CI SystemInfo Resources WorkOrder ChangeDetails MaintenanceContract Problem It would appear that I'm not getting everything, which I would want to leverage so I could dashboard and notify on certain triggers. Anyone? Cheers!
ServiceDesk Plus Ipad/Iphone app
Does anybody know if there is any devolpment for a app for Ipad and IPhone for ServiceDesk Plus Thanks & Regards Chris Mason -----------------------------------------------------------------------------------------------------------
import users from LDAP by Scheduler
Hello. How import users from LDAP by Scheduler? We have one ore more users add per every day in LDAP. For example, we need to import new requester every 6 hours from LDAP Best regards, Mikhail.
iPad app not working
I installed the ipad app and set it up with the same settings as the iphone app, but I get a status 401 error when I use port 8080. It save without error when I use port 80, but I know we use port 8080 and the iphone app works with 8080. if I just say ok to the error, it appears to save it. I enter my login and get an invalid password error and I know it is correct. I have tried multiple users (one of which was a local user). Anyone have any ideas?
Response time calculation
How does servicedesk plus calculate the response time to a request? In closing out a request I see nowhere to enter this value and the system shows all closed requests as not being responded to despite having associated work logs. I would have assumed that the system would look at the earliest work log and use this as the responded time. All requests show a blank responded time when printed. Regards
requests history
Hello. After update to 19 release history of requests dont work. if make changes to request, for example choose technitian, history tab dont show this. only creation and closure shown. please help us.
change status don't send mail whit domain technician
hi, i have a problem when a technician (from the domain), change a ticket status, Service Desk, don't sent mail notification to the requester, if change status whit technician (from local user), Service Desk send notification correctly, why? thanks
Hotfix 8119 Failed
We just did an upgrade from to 8119 from 8112 and failed. ServiceDesk service fails to start. Windows Event ID 7024 The Windows cmd "sc query servicedesk" returns a service_exit_code of -1 Help!
Notifications when assign a ticket Servicedesk Plus
Hi, When you assign a ticket to a technician is notified by email. That is correct. Can additionally notify another technician or other person of this assignment? regards, Mauricio
Last Updated by Technician Report
SD Version 8026 Hi Support, Please could you assist me in creating a MSSQL query to run a report that contains the following; All pending requests with the below columns including an extra column at the end that shows the last time a technician updated the request as shown in the history. (Including adding a note, Work Log or Conversation) The data also needs to be grouped by Technician Group. Any assistance would be greatly appreciated. Thanks In Advance. Gary
Report Total group time spend on a ticket
hi, Is it possible to calculate the duration of an incident for a specific group or for a technician ? For instance in this ticket the query or stored procedure would return 2 lines : 11:27 - 11:30 => 3mn for the group EUDC infrastructure 11:46 -11:30 => 16mn for the group EUDC application Iwould like the total time spend on a ticket or request for a Group or a technician Any help would be appreciate Regards, Eric
Safari Mac problem with attachment name: FileDownload.jsp
Hi, when I download an attachment from Service Desk Plus (e.G. at solutions) on Mac Safari (OS X 10.6.3 , Safari 4.0.5) the download will be saved as FileDownload.jsp This happens only on Safari not on FireFox or Windows computers. Any hints? Thanks, Alexander
Active Directory Pass-through authentication "Failed to locate authority for name"
I look at post in this forum and others but still can't find a fix for this. In the logs it says "Failed to locate authority for name". I ensured that we are using the FQDN. I get no errors when creating the computer account required. We are using a 2008 domain server. Do I need to do something to enable NTLM on the server side?
ServiceDesk Plus Training in Melbourne
Hello fellow SDP users, Just wondering if anyone has come across a company in Melbourne who offers either onsite or classroom training for ServiceDesk Plus? Many thanks, Chris. Chris Jay Service Desk Manager Regis Aged Care +61 3 8573 0484
Maximum size inside the ticket SDP
It is possible to increase the maximum size of data that can be inserted into the body of a ticket?. At present this in 64KB The size of the description being Greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html I have MSSQL Where you make the change? Regards, Mauricio
Microsoft CRM
We are considering your software to be used as a help desk solution for our company. Currently we are using Microsoft CRM and was wondering if your software can intergrate with this software package?
Hangs at updating Request
ServiceDesk 8116. When update the information on the request window pops up, "processing" and then nothing happens .. how to fix?
Custom report page size
Hi all, I noticed this was answered on this forum back in 2006, but thought I would ask again to see if things have changed since then. Is it possible to adjust the page size of the reports that are produced, as when they are printed from pdf etc they only fill about 2/3 3/4 of a page before printing on the next page, this is on A4 paper Thanks Lee
SDP Support for iSeries and Xen Servers
Hello, I'd like to know if there is support for scanning of iSeries or Xen servers. SDP seems able to notice that these servers exist, but routinely fails to audit them. Are there any add-ons or software that we can load that will make this work? Maybe a setting somewhere that needs to be changed? Thank you, Dan
service Desk plus restoring issue
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: sale7_sa@hotmail.com Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to restore from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes,
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication?
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication? I tried the method described in the FAQ for customizing the login page by changing web.xml to point to index.html instead of Login.jsp but when I do that, it breaks Windows pass-through authentication with AD. I want to remove the external call to www.adventnet.com for a gif file because it is causing issues here.
Workflow Approval for Line Managers
Could the workflow for approvals be extended to include the users line manager, as many processes and approvals do not require the department head level of authorisation to proceed. There is currently an operator $DEPT_HEAD$ which will assign the users department head as the authoriser. An additional operator for $LINE_MANAGER$ could be added to assign the users line manager as the authoriser. This line manager could be imported from the users active directory account and displayed in the my
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