Report on number of requests raised per day
I am looking for a report with the following: All requests raised for a period Day of week request raised All the reports I seem to get have the DATE of the request but I cant see how to convert the date to a DAYOFWEEK. Appreciate any help. Cheers.
Possible to set up reply to email notifications?
Hi everyone Is it possible to set up email-notifications? If a tecch receives an email it would be really helpfull if the tech could just respond to the generated email from servicedeskplus and the answer get's relayed to the user. Just like this:http://www.deskpro.com/features/replying-to-email-notifications Thank you. -Morten
Departments, User Groups, Regions, and Sites - need to create a Signing authority approver
Hi there, I think I have a unique problem. Our oganisation is quite large spanning many provinces/cities. Each Province has a branch. Each branch has a branch manager and possibly more than one person with signing authority to purchases. My IT director wants to have approval on all special hardware/software purchases. What i have done was created a Service Catalog for the initial request that the user or project manager fills out. What we want is to have this request approved by the
Update of Search function
You can currently search in requests for a persons name but the results that shows up include the persons name if it is anywhere in the request, including comments and emails. If the seacrh function had a small option for selection such as "Requests by" "Description" and other fields such as "Comments" "Conversations" This would increase the search functionality 10 fold and you could search for a persons name to bring up all his/her requests and would help with finding managers names in requests
Technician/Requestor management : Deleting and converting technicians and requestors
We have the need to: 1. Convert technicians to requestors when they change departments or job duties and still retain the data linked to the users that are converted. 2. Delete technicians and requestors when they are no longer employed or no longer using the system due to any reason and still retain the data linked to the deleted users. Currently it appears a technician cannot be converted back to a requestor. If you delete the technician, you lose data since for some reason, that I don't understand,
Asset Component Resource Details Screen
We manage monitors as Asset Components. We have created custom asset fields to track screen ratio (standard vs. widescreen) as well as Input Types available. However, the default 'resource details' screen does not show any of the available UDF's. Is there a template or way to change the default asset component details screen to add the UDF? and if not, I suggest that as an improvement.
Outbound Email Woes
Can not send any notification messages out of the system. Logs are not to helpful, just says it failed. Thoughts?
Undoing a ticket merge
I accidentally clicked on the box that selects all the tickets ( I was just trying to select the most recent ticket and one from a little bit earlier in the day) and before I could stop myself I merged every open ticket we had. Is there a way to undo this, or am I stuck going through the one now massive ticket and splitting them off, while trying to find the associated notes to go with that ticket? (SDP ver 7.0.0 build 7012)
Request for change - Approval
Hello, I would like to know info about “Request for Change” with status “APPROVED” by the System. We have some “Request for Change” approved by the System but there was no request for approval. When and why does the System approve the Request for Changes automatically? Thanks
deleting a SITE
Is there any risk or impact to deleting a SITE that has not been used for a long time (6 months)? our old admin was reluctant to do this, but I don't know why.
Best way to configure SMS for High priority
I have a Business rules: Set of rules which sets a group of technicians according to requester's email (Sender field) i.e. "if Sender is user1@mydomain.local set group to User1Group? if Sender is user2@... set group User2Group" -- alomost 10 rules. And i have notifications "when Request assigned to group send e-mail to technicians of this group" in Groups settings. Now i need to send SMS notification for ALL technicians in specified group ONLY if request priority is High. So like "if Priority is
SMS only for High Priority
Is it possiable to set SMS to alert only on high priority items? This feature can send a lot of SMS requests to my phone when I don't need to see everything that is logged. Taken from Admin Tab: Alert the following Technicians by SMS when a new request is created There should be a way to set SMS on priority levels only. Michael
Personalize Time Zone
Hello. I am running SD+ 7.6.0 Build 7605. I have support technicians in more than one time zone. When they log into the system and go to 'Personalize' menu they are given the option to configure a Time Zone. After doing so and saving the settings, the time shown in the SD+ interface does not update. 1. Why does this not change? 2. Does that time shown integrate with SLAs and Operational Hours?
richadeolia
hi, i have downloaded webnms 5.0 and want to customise the product. But one particular configuration file is missing - database_params.conf. how do i get that file. Its urgent..pls help Thanku
Sorting Services
Is there a way to sort the services and service category in the Service Catalog? It defaults to alpha which is not very optimal. If it can't be done in the GUI can it be done in the database? Thank you.
How to identify Merge Requests?
What tables in the Service Desk Plus schema tracks Merge Requests? Or, is there a query/report that I can run to show all the merged requests? Thanks, PS.
Employee ID Imort from AD
Currently, a technician is unable to import the Active Directory "Employee ID" field into the already available "Employee ID" requester details field in ServiceDesk Plus. We can create an additional field to meet this requirement, but this does not make much sense. Why NOT allow for Active Directory imports of the employee ID into the requester's employee ID field? It would save whitespace and it makes sense to allow for that import, rather than make the user or technician update the blank requester
Feature Request - Using "Status" in Business Rule
Could you please add "status" as a criteria to use in business rules in next hotfix.
Servicedesk http to https
Hi I have enabled https on SD and redirected http to https in tomcat, but I can change web address from https://servicedesk to http://servicedesk and it still works. Can I disable http? where do I do that? I only want to redirect http web to https, nothing else.
Modifications to My Summary
Is there anyway once add custom views to the my summary panel that is displayed when a technician or requester logs in?
how to make the requester can't see the conversations ?
Dear all, we deployed a manageEngine ServiceDesk Plus8 to a special department, we have a requirement that, we can't allow the requester to see the "conversations"(means not allow the requester see others' reply/forward, they only need to see the close comments, that's, they only need to see the solve result, can't see the Intermediate process ), how to do this ? thanks Bests regards David
Empty OU list in AD Import
Today I had installed fresh updates for Windows Server 2003R2 x64 and TZ-fix for JRE. And later, when I had tried to import requestors from AD I had found that list of OU's is empty. It contains only "Users" OU. Yesterday I had no problems with AD import process. SD 8.0.0 build 8022. I pressed to "import OU structure again" Here is the log of today's OU scan: [15:45:08:059]|[03-16-2012]|[com.adventnet.sqlone.search.dbcrawler.ejb.internal.DatabaseCrawler]|[INFO]|[24]|: Connection obtained for crawling
Renaming Workstation/Asset Labels in the form
I would like to rename the fields or at least move the custom additional fields to be higher up in the forms. How would I approach this?
Client Login Log
Can I get a historical log of the income to the portal of my clients. I need to know the schedules to which they entered to the portal. Regards.
Two differents email acconunts for two different partments
Hi I have two different support partment with two separate email accounts/addresses in the same Servicedesk, Can I set that SD reading and create incident from two email accounts?
Sending email to Requester Groups in ServiceDeskPlus MSP or ServiceDeskPlus
Is it possible to create a group from a list of requesters in either product and send email notification to the group from within a Business Rule. Currently, I only see the capability to create a group from the technician list and then you can select the technician group in a business rule. We have requesters that belong to the same site/building/department and we want to be able to send notification to a requester group when a business rule is triggered. Can this be done with requestors? Cedric
Adding attachments to requests
After a request is sent by the user, it is not possible to send further attachments. It is only possible to send notes ("Add note"). Is it possible to add a feature like "Add attachment" Thanks, Carlos.
Can't importnt any new user
Greeting all, The problem is I cant' import any new users when try to Fitch from AD OU it appear only users which is actually not exit in the domain. This issue came in the surface when I use domain scan to delete unwanted domain and I keep only one to not confuse the user when they log on we have only one domain What you advice on this also I complete the setps in run the script for single sign one but success but still the users enter their password and usernames in order to log on May be it's
any ways that i can copy the purchase order?
there are some services my company subscribed regularly (e.g. on a monthly/quarterly basis) and it would be so nice if i can simpy copy the purchase order and udpate a few lines (just like the copy feature in "request"). any hopes?
User updated details in ServiceDesk, can it then update the users AD Account?
Example: User1 updates his phone number details within servicedesk plus via the "My Details" tab. Can this information then be exported back into Active Directory thus updating the users AD account with the phone number? Hope that made sense :) Regards, Stuart
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
type of request
How could I change (with a SQL server query) the type of 900 requests from type = N/A to Type=Incident thanks in advance Service Desk Enterprise: 8.0.0 build 8022 database SQL Server
Linked custome fields
Hi, I want to post an idea for Request additional fields . if you can make a linked custom fields like for example (Category , Sub category , items) in the Request each list depend on the parent field, is it possible to have the ability to create additional field has a relation like this example thank you
Image in notification mail templates.
Hi all, I would like to insert the company logo (Admin->SelfService Portal Settings -> Header image) at the end of the notification mails. In Admin->Notification Rules -> Customize Template I can insert into notification mail different parameters ($RequestId, $Description, ... ). There is a parameter (example: $HeaderImage) that allows to insert the header image into a mail template? Thanks, Sutot
Add resolution in bulk
Hi, We have a backup application sent its results to SDP, but we have to manually add a resolution to each job eventhough they should all have the same resolution, this is tedious. Is there a way to add resolutions and close these in bulk? Thanks.
"Pick up" request
What is the purpose of the Pick Up button?
Merge vs Link
What is the difference between Merge and Link?
will there be a cz (czech) language pack available?
Hello, some czech collegues where wondering if there will be a czech language pack available in the near future? Thanks 8)
Assigned Number of Case to a User mistakenly
Hello, It happens sometimes that while assign cases, i mistakenly assign all the cases to a single username. Is there any way to undo that. or i have to check the history of every case and reassign to the right person. Please help Thanks.
Auto refresh option within Requests
Would be nice if their was an auto refresh option within the Request tab. Is this planned for a future release?
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