Technicial should not edit request details?
Hi all, I created a new technician role and gave them Closing Request, Resolving Request and Modify Resolution rights. This is for them to resolve and close the issues. But when I make this, technicians can also edit the request (subject, detals, etc) How can we solve this?
Is it possible to edit the DueBy Date when creating a request?
I see in a forum marked 4 years ago that this question was asked, I was wondering if there were any updates, if the ability was added, or if there were plans to add this functionality.
Groups cannot be deleted
Hi all We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
How can you edit the Dueby Date Request creation template?
I want to be able to edit the DueBy Date while creating the ticket.
drop down menus in 8111
since the upgrade to 8111 users with ie9 and chrome are displaying the menus in plain text and hard to click on the buttons.. with ie8 it it displays fine. anyone else having similar issues?
asset workstation reconcilation
Hello, I want to raise a problem I'm encountering, trying to reconcile software licenses coming from the POs with the softwares scanned by the application. When I select the reconcile option from the PO actions menu, the window pop up telling me that there's no workstation to select, even if there are hundreds of them, including the ones where those software are installed. could it be related to the site configuration? the site configuration has been changed a little and I suppose it can be involved
Groups cannot be deleted
We can add new groups but not delete them. Even there isn't a Request or Task associated with those Groups (sdp1.jpg) We have 8.1.0 Build 8110 and updated our test-enviroment to 8112 - same problem. There is nothing to find in the System Log Viewer. Thanks
Can we reply to user without using @ mail system?
I have installed the latest version of manage engine free edition. And also 1 requester is created. After creating a requester,the requester was able to send a request to administrator. When I tried to reply the ticket,it asked me to reply the mail with @ email format. Can I reply without @ mail format and putting specific name like "Tony" and reply directly to the requester?
Conversations and the NotificationContent table
I need to build a summary of requests with all details and contact associated for that job. I am building a report of a list of outstanding (open & on hold) requests with: Technician assigned to, requested by, time& date logged, request description and subject, work log technician, worklog description and time, conversation summary and description. I just cant find out how to join to the table [NotificationContent] which I beleive hold the coversation descriptions. Can any one help me out?
drop down menus in 8111 - servicedesk
since the upgrade to 8111 some users with internet exporer 9 and chrome are displaying the drop down menus in text. anyone experienced this? in ie8 the drop downs look fine.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like to make it send email to inform user that who is your ticket owner. Please adivce.
Is it possible to make it notify user when the ticket was assigned to technician?
I'd like make it send email to user for inform them that who is his/her ticket owner.
Helpdesk - Notification Rules (Custom Fields?)
Hello, I’m attempting to customize the “Helpdesk - Notification Rules.” In the option for “Acknowledge requester by e-mail when the request is closed,” I’d like to know if it’s possible to add a custom field (in the Service Desk/Ticket itself) in the e-mailed request. So, instead of just the predefined fields ($Category, $CreatedBy, etc), can a custom “Service Field” from the Service Catalog be added to the “Notification Rules” e-mails? (And if so, what are these fields named?) Thanks in
Turn off Asset Tracking in Purchase Order module
Is there any way to turn off Asset tracking in the purchase order module? We just want to use PO for the tracking of what items have been ordered, and when they came in.
servicedesk 8112 hotfix failed
last friday we upgraded from 8027 to 8111 with no issues. today we noticed 8112 (hotfix for search issue), decided to apply it but the upgrade failed and my options were to restore from backup. i'm currently restoring back to 8111 (hopefully it works), but what log files are needed for you guys so the error can be fixed? thanks
Delete all the departments
Hello, i was wondering how can i delete all the department names The problem that i have some that are in grey and are being use by another module. I want to delete them so i can import the new and improved AD. Is there a problem? this deletion will affect something? Thanks! Andrei
Report Needed - Average Time to Close Ticket by Month by Request Type
Need some help in producing a new query report for Average Time to Close tickets by Month and by Request Type.
export requesters
hello i need to export the requester list from SD+ with all the information they have (id, department, phone, site,.....)
Ability to show planned maintenance on TV/Wallboards.
One of the things we would find really useful would be to be able to goto a URL which doesn't require login which then displays a list of planned service maintenance activities due to be carried out that day/week. Within our business we're now using TV screens around the company to update staff, and we currently have to do this manually
WorkLog Customization
Hi there, I am wanting to customize and change the some of the fields in the Add Work Log screen and increase the default size of the Description text box to atleast 3 times its size by default. I want to remove the following fields completely: "Technician's Cost per hour ($) "incident Cost ($) Can anyone please assist. Cheers. Tony.
Leave type schedule for approval tickets
Dear all There is a question That I have Technician A is on leave for example for one week and there are some tickets which come to him. I set the leave time and Backup Technician during those days for him but there are some tickets which require his approval to send to the respective technician. With this configuration those ticket remains in Technician A' list which I don't want Could you please tell me What should I do to not to do it manually? Regards Negin
What are the difference between CMDB and Asset management ?
Hello, Is there any relation between Products and CI Types (on CMDB) ? When I need to add a new asset (a printer for example), where should I go ? Should I need to create a new Product and then create a new asset of this product ? Or should I need to create a new CI from CMDB ? My version is 8.1.0 Thank you.
Email response to ticket functionality
I am trying to understand the email conversation and re-open ticket functionality. I have done some searching on the forums and understand that once a response is made to a request via email from the requester, the response is not added to the request, it will just create a new ticket based on the response. Is that correct? Can emails convos be added/updated to requests by making sure the request ID is in the subject field? Also, because of the above I have put in the spam filter in the Mail Server
business rule data model
is it possible to get the data model for the business rules, I mean, the tables where the sql query is stored to check if a request match with the criteria specified in the business rule definition I've discovered so far rule_selectquery rule_wofield rule_wostate ruledefinition rules but not the query definition to trigger the action defined in a BR thanks in advance
Selective notifications to requesters on SDP 8.1
Is it possible to configure selective notification in SDP 8.1? For example: Set a business rule to the arrival of an email. I need to create the ticket but do not send notification to the applicant and also send notification of closure or resolution. Note: It is only for a particular applicant, for all other applicants are kept all notifications. Thank you very much, Mauricio
requests not pulling data
requests not pulling Data for some technicans
Request has 2 different request numbers
A request was set up with one number, and email reply within system came back with a different number. Please investigate and advise.
Access to a Technician's tickets
Hi. Just saw behavior in SDP that leads me to believe that when a technician is demoted to a standard requester, they can no longer see tickets that they generated as a technician. Can anyone corroborate this, and if it's true how can the issue be rectified? I'd like to change a technician into a requester, but I want them to be able to see all the tickets they created as a technician. Thanks
Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
Change mailserver directly in DB
Hi When I import the production DB into our test environment I would like to change the mailserver before I start up ServiceDesk. Is this possible? Best regards Peter Samuelsson Sodra Skogsagarna
Enhancement request
Hi, would it be possible to add the options to expand the action drop down menu. Our technicians prefer having the actions directly accessible from the interface instead of going through the drop down menu. Also, is it possible to have the option to have the work log in the request description (like it was before the upgrade to 8.1) instead of being in a separate tab? Thanks!
Automatic work log time tracking
It would be nice if there was a timer that would automatically start when I open a request to work on it. Then when I navigate away from the request, or mark it closed, I am prompted to describe the work I did (as a work log entry, I suppose?) and SD+ would pre-populate how much time I spent working on the request based on how long I had the request open in my browser open. Thank you.
Service catalog, task access before approve
Dear support. I configured workflow in service catalog, there are two tasks, one depend on another. I added approval and marked "All the configured approvers have to approve the Service Request." and "Do not assign technician before Service Request is approved.". But still technicians get their task before approve and without dependings, they can close dependent task before the task which it depend. How can I prevent it ?
Bussines rules by status
Hello, I want to create a bussines rule by Status, but I can´t, because in the field Define rule, this criteria is not How do I do it?
update error 8027 to 8100
Hey, when you update the progress reaches 98% then, - error logfile to confuse the following lines: 27.08.2012 0:25:32 [com.adventnet.updatemgr.util.ConfUtils] [INFO]: url :: [jdbc: mysql :/ / localhost: 33366/servicedesk? & UseUnicode = true & characterEncoding = UTF-8] 27.08.2012 0:25:32 [SYSERR] [INFO]: Error while trying to instantiate SQLGeneratir com.adventnet.db.adapter.mysql.MysqlSQLGenerator javax.naming.NoInitialContextException: Need to specify class name in environment or system property,
I need to know if ServiceDesk Plus can send data to other applications
I need to know if ServiceDesk Plus can send data to other applications. regards, Mauricio Fuentes
Automated recreation of the solutions topics based on Incident Category, Subcategory, Item list
Is there a way to automatically remove all the existing Solutions Topics and rebuild the list based on the current Incident category, subcategory, item structure?
PO attachments not accessible by approvers via browser
Hello, Things were moving smoothly until we upgraded to build 8015. After a purchase order is submited approvers are not able to access the attachment through the hyperlink sent to them via mail. In the cause of accessing the attachment a blank tab opens instead of a pop up to allow the file to be opened. Apart from using IE 8 we've tried other browsers mozilla, google chrome but all efforts have proved futile. I have gone ahead to upgrade the new build 8016 but we are still experiencing the problem.
Discovery and inventory of communications devices in SDP 8.1
1._ Can i automatic discovery of communications devices such as switch, router, etc? 2._ Can i manually enter a communications device to the base of IT assets? Thanks, Mauricio Fuentes
Migration between editions/products is possible?
Dear support, One of our customers interesting in such question: After his license is expired, is it possible to migrate from SDP to SDP MSP? Or for example from SDP Enterprise to Standard or Professional? We have several customers that already order license and use your product, and they are interesting about possibility of changing version/edition later if it is possible. With best regards, Sergii Vinnikov
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