Solution format
Dear support desk, Is it possible to format the solution menu in a different way. Now the topic is set in bold characters while according to me it would be more easy to read, especially with lots of solutions to set the field<Title> into bold characters and leave the Topic in normal characters. Kinds regards, Raymond Boer
Send incident to JIRA
We are currently using JIRA for project management issues. I would like to send incident from Servicedesk plus to JIRA. I already know how to do that. Servicedesk plus api to get incident and then push to JIRA using SOAP and add it as issue. However I would like to create a button is the incident screen on Servicedesk plus. This way the administrator can push the button to initiate the code that pushes the Servicedesk plus incident to Jira. The only thing I need is link of Servicedesk incident page
multiple emails
i created aliases for the multiple emails that i want in the service desk, but how to let it get assigned by itself what criteria should i put in the business rules
business rules
I created a business rule with some criteria so that the request will be placed in a certain group hoping that auto assign will distribute the requests with load balance, but it’s distributing them without considering the group that it was assigned to by the business rule.
The default report groups should be able to be removed or disabled for certain users
We don't use most of them, and it's confusing to users.
Allow new tasks and service requests to be created using an existing task or service request as a template (very useful feature for helpdesk setup)
This will make the creation of new categories and request templates much easier
Fault report to Service Request.
Is it possible to convert a Fault Report to a service request?
Request Type field vs Service Request/Incident
I'm trying to understand the difference between the Request Type field and the Service Request/Incident types of requests. In our Request Type field, we have three options: 1. Incident 2. Request for Information 3. Service Request Are these correlated at all with the Service Request/Incident requests? For example, if I create a new incident, but set the Request Type as Service Request, will it show up as a Service Request or an Incident in reports? If the incident I create isn't exactly a true incident,
import assert become error code
I use chinese version.After i import assert,non-english fileds are displayed error code.I think it is because language problem.can you help me!
When replying to requester the "To"-field is blank
Hi As this it the first time we've encountered this issue, I didn't want to create a support ticket, as it is only a very minor problem. We have 1 user out of 500 whom we experience this issue. Whenever I want to reply to a request raised by this user, the "To" email field is blank. Usually the requesters email will appear automatically. I can type the first name of the requester and then choose her from the list without any problems. This is easily something we can condone, but preferably we
Automatically populating information into a TASK that is generated by a form within the Service Catalog
As the title suggests, I need to find a way to automatically enter some information into a task that was generated from a from in the Service Catalog. Primarily, the ticket ID. I tied using the form of ##$RequestId## but this epically failed. I need this, as sometimes a ticket may need to be dealt with by people in the other IT groups other than the helpdesk. Thanks in advance for your assistance. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Convert request into servicerequest
Is there a possibility to convert a regular request into a servicerequest in the actual version of SD+ 8017? Or in the new upcomming version 8.1? Is it in the API of version 8.1 possible to generate a servicerequest? These questions are important for the automatisation of the creation of new employees. Best regards, Mark Flothmann
auto assign
hello does auto assign rules conflict with business rules, i mean if i make a business rules for a certain group and i want to have load balance applied to this business rule, so the load balance will apply to certain technicians
Backup to network share in SDP 7.6.0
Hello, I am trying to determine if it is possible to configure the schedule backups for SDP 7.6.0 to write to a network share using a UNC path? In the Backup Location field, can I just put something like \\server\share\folder? If so, what permissions are required on the network share to allow this to work? Mapping a network drive is not an option since I need this to work without a user logged into the server. Thanks for your help!
Upgrade to 8.1 layout issue
We have just done upgrade to 8.1, it is working fine, but the whole layout is just a but funny. I have cleared out all the cashe, temp files, cookies and tested on IE, FF, Chrome, and Safari and every where I get the attached issue. Looks like the buttons/tabs are not visible. Regards Mario
SDP dont start after update to 8109 version
Hi, The only way to raise the service is exctracted renaming the folder, but you lose the configuration of SSL Certificate. After resetting the SSL certificate does not lift the SDP service. How to resolve?. Thanks, Mauricio Fuentes
Report of requests created through self-service portal
We want to track how many requests are being generated through the self-service portal over time to see how much users are creating their own tickets versus contacting the service desk. How can we do this? Is this a custom report?
old backup on new installation...
Guys... help me! Frustrating, but i cannot find previous sources anywhere. Spend some time in the forums without succes. I have a full SDP backup of a 8.1 build 8107. I did a new server installation, based on the latest source available with you guys (8109, i cannot find other builds). Considering my backup won't restore on the latest build, i absolutely need a 8107 build ... where can i download one please? With regards, Sven
Scanning network devices - printers
Dear Experts I'm running SDP Professional 8.1.0 Build 8107 and I'm trying to get scan for network printers. and Is it possible to show me the serial number of printers or not . and if i will add manually is it will be recognized on the network or jest it will be add as asset only I'm trying to add all my network equipment into the Asset module of SDP to help with inventory. I'm starting with printers and then moving to routers and switches, I'm in
Stand-alone PC Audit
What is the possibility of auditing stand-alone computers that have no network connection without manual input? How about a diskette or USB flash drive that you can take around to those PCs and start a "client" that will run and audit that PC whenever initiated and copy to the diskette or flash drive and upload to the MySQL database? This would be very helpful since we have several non-networked PCs and would like to include them in our inventory without manual input. Lazy.
Assets Serial Number
Serial number Column is not shown in some products, and its not even exist in the Columns selector When I looked in the admin --> Product Type I discovered that serial number column are shown only in the predefined product type list. NOT the one I've created.
Changing CI Type results in Device type changing
Using 8.1 Patch 7 SQL 2008 database I created 3 new CI types under Printer of Inkjet, Laser and Thermal. On CMDB view I then viewed the printers and selected out groups of them , by ticking the device and modified the CI type from Printer ( default ) to the appropriate Sub Type created, by using the ACTION button and choosing Modify CI type. The CI types changed as expected. What I have now noticed a week or so later is that the Device type has changed as well. I think it changed to the type
user roles
how can i limit the technician to view only the requests and problems according to his department, because the options are by site and group only. thank you
History of asset ownership of a user
Hi, Is there any way I can see the asset ownership history of a user. I can see the history of an asset if I open the asset detail. I also need to see the history assets owned by a user in the past when I open the user details. Can I get it with current version of SDP ? Thanks
API or CTI
I´m looking for a program just like SDP for telephone call support logging/billing. I can see that CTI don´t support IP phone system. Can I then use the API to create request? In the API documentation Email and Subject are mandatory and I only have the phone number.
Annoying startup issue with 8109 after upgrade
Just upgraded to Build 8109 from 8027 (via 8100), and now using MSSQL 2008. I have noticed that when starting up the SD service that Internet Explorer loads up before the service has finished starting and of course cannot display the SD homepage at that point. Also then the service gets to “Application Layer Started” and doesn’t actually close until you quit Internet Explorer. Just infinite dots.................................... Quit IE then the application is available Can you confirm this is
View multiple monitors when using remote control...
All of our computers have dual monitors. Is there a way to view the second monitor when remotely controlling a computer? Is this a configuration option?
Change Management - Self Service Portal View
Hi, Is it not possible to edit the Self Service Portal role so that Requestors are able to view (not edit) and track Changes raised in their name? Thanks, Paul
Question: Backward compatibility
Hi, on SDP, if SDP is installed as Enterprise, is this able to go back to Prof. edition? how about vice versa?
Business rules for service requests
Business rules should apply to service requests as well as incidents. Often different users need to be notified of requests that are in the same category. Perhaps this functionality could be enabled, especially given that the responses to a lot of my questions have actually suggested using business rules.
Contract renewal change
When renewing contracts, I find the way that SDP renames the renewed contract "Contract Name - Renewed" unhelpful. If I use the Contracts Expiring in the Next 7 Days filter, I can't see right off the bat which ones have been renewed already. The expiring contract should get named "* - Renewed" and the new contract should just keep the original name. That would be much more useful because when looking at the contract list through that filter, I'd know that any contract ending in "- Renewed" has
Resetting a date field to a null value
Sorry this may be a duplicate post, I believe I was not logged in and may have posted the other one anonymously. So am re-posting it under this user name so I can track the progress. At times we have people that fill in a date field accidentally, but they cannot remake the value of that date field null after. This skews up our reports. I realize that I can run a script to delete the value, but we have strict policies on running a script in a production environment. Is there a way to make a date
Weekly Report
I am looking to create a report with the following average time to close incidents by week, by technician All reports seem to be day or month based
Minimum Maximum and Average Response Time
Hi Are there any reports available to report the minimum, maximum and average response time to requests? E.g. What were the average, maximum and minimum times in which a call was assigned to a technician.
there is no word on buttons in IE browser
Dear all There is a problem that I have. In IE browser some of the buttons do not have the word on it ,the button works but client cannot see the word to understand what the button is for.it shows the box only but it works fine in Firefox. I want to know why this is happened Any Idea ? Thanks in advance Negin
When scheduling a MP task, notification is sent to the applicant (no technical) bears the main email FROM the SDP
Hi, I need the FROM is the Support Group to resolve the ticket. My SDP has many support groups and each has a different email that works with the main email. I need to know how to fix or set SDP urgently. Thank you very much, Mauricio
The file may be corrupted or check for the available disk space
Hi! I get the above error message when trying to upgrade from 8.1.0 build 8105 to 8109. What is the amount of free space needed? I have 2 Gb free. I have tried downloading the update file on different machines just to make sure that it isn't client related. Kind regards //Henrik
Abg Hours to Closed By Request TYpe
Need a report that will show average hours to close by Request type
Reporting Raw Data
I'm looking at producing a monthly reporting suite from our Helpdesk that I can pass to the business stakeholders and circulate internally within the department. The reports built into ServiceDesk Plus seem tp produce tabular data. Is there a way to also get to see the raw data, so I could bring that into Excel and write some customised pivot chart reports, to work alongside some of the inbuilt reports ? Is there a report to give me the raw data (ie. All fields for a given date range) or is it
Route Tickets Based on Time
I'd like to route tickets to a specific technician based on the time the ticket comes in. How can I do tihs?
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