Survey update
Is there a planned update for the survey feature of Service Desk? We would like to have questions such as Yes/No answers and 1-10 scales but this isn't possible
Request or incident ?
In the GUI interface,I see incident and request words . I think it should be only display request,but request type can be different. e.g. incident request and service request. In other itsm software,incident and service are two modules.
How to view activities/ticket during assignment?
Hi, I would like to know if is possible to view, when I (or another tech with admin site rights) assign to another tech one activity (ticket/problem/RFC), the "load" that the tech already has. I mean, something similar to Project. There is a way to do that? There is a module? Thanks in advance
Add Task from Task Templates in Forkflow Service Catalog
Hello. Please explain how can i do subj?
Searching Solutions
My users are complaining that the search function used for searching solutions does not work very well and makes it tough to find what they need. Here is an example I was given and verified. The user wants to find instructions on how to add their company email to their iPhone. They use the search term "iphone use", as well as "how do I add email to my iphone" but nothing is returned. We have a solution document using the key words "iphone, mail, email, exchange, webmail, sync, apple, mac" but
custom fields
Is it possible to get a report with custom fields defined for a specific service in the service catalog? thanks
Custom Fields and reports
How could I get the custom fields that I added in a service catalog template to a report? in order to get the report with those fields too. I'm no refering to the common fields which are OK, but not the ones you add for each category of the service catalog ie. request ID / subject /client / Category / Custom Field 1 / custom Field 2/ ...
Multiple GL Codes per PO?
Is it possible to have different line items with different GL codes? What about having different line items be associated with different location codes? It seems like the entire PO is linked to a single GL and location Code, but we like to have a single PO to the vendor with different line items going towards different GL Codes and different lines going to different location codes.
Timing a Technician
I am trying to figure out how the timer works with incidents and how to track the technician's time completing. I tried going through the admin guide and what not, but it's still not clear to me. Mostly, when a new incident comes in, the timer is on, then when I assign it to a technician, does the time start over? Or how would some of you recommend it be setup? Thanks in advance.
Requester add restriction when creating request
when adding a request, is there a way to not allow a user to add a requester if they are not in the dropdown list? The list has lastname firstname and some users are typing in the first and then last name and of course they are not in the list. The user is prompted that the requester does not exist and asks if they want to add them... is there a way to disable this? best regards, jerry
SDP 8.1 Beta - Online Demo
Dear Users, The ServiceDesk Plus 8.1 Beta Online Demo is open for public and the same can be accessed from the URL, http://beta.servicedeskplus.com In case of any issues / feedback please contact us at beta@servicedeskplus.com You may face some UI issues, browser issues & localized translation issues. We are into the phase of issue fixing that were raised internally and also by the closed beta testers. After this we will have a couple of testing cycles. We can assure that we are definitely in
Surveys - more question types
Hello. Is there anything in the roadmap for the ServiceDesk surveys? A big thing for me would be allowing different types of questions - some questions cannot be answered by a scale of satisfaction levels. The big one - "Did we fix your problem?" just needs a simple Yes or No. As it stands, to do that, every question would have to be Yes/No. Could you add the ability to add a Yes/No option and different dropdown or radio button options for each question? Thanks.
failed installation in redhat linux enterprise 6...
hi, I'm running Redhat Enterprise Linux 6 with xWindows installed. When I try to run the installer, it get as far as: #./Manage-------.bin InstallShield Wizard Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. is the installer support rhel6 OS? Any suggestions and help is much appreciated. thanks
Inclusion of Notes in Report
Is there a way to include a request's notes in a report? Custom SQL query? Any ideas? Thanks, Christian
Why not have release management?
Why not have release management?
Finding out employees
When we perform a reply or forward to a request, it would be nice to be able to find the name of the employees not only search them by email address like we have to do now
unable to start servicedesk
Hi, i am unable to start servicedesk as the options in the tray is grayed out!! i belive i've exceeded the trial period also. but it should then go to the free period but it did not??
How can I Inactivate a Category
I want to inactivate a category. How can I do this?
workstation scanning results
Hello, We are having the following problem in SD+ version 8.0. When scanning a new workstation in our network we often receive information from another workstation that was already scanned. There is no difference if we scan the IP address or host name. For example when we scan the new PC A the username from PC B is filled in, so the original username asset from PC B is then empty. With this situation we do not have a correct asset overview we install a new workstation in our network with the
Table of Service Category in SQL Server
Dear all I want to find Service Category's table in database of SQL Server Could you please tell me the name of this table? Regards Negin
Location Awareness in iPhone App
Location awarenes on the iPhone app would really improve its functionality. It would be great to be able to automatically assign jobs to maintenance staff who are currently at a specific site. You could also allow the staff to view all jobs pending for the current location. I would see this as also being handy in the ServiceCentre Plus application (we use that ourselves) too as we often send service staff to do a regular visit to a client and having a quick list on your phone of issues pending for
Monthly Report - Closed and opened requests
Hello! I am somewhat capable when it comes to simple queries, but working with multiple joins, etc, I start to get lost. I am looking for a monthly report that produces the following for <Last_Month>: --------------------------------------------------------- | Site | Category | # Opened | # Closed | --------------------------------------------------------- This report could group based on Site and Category to produce a matrix, or it could just be a tabular report. Any help would be greatly appreciated!
Audit History Report error
Hello! When running Audit History Report, i'm getting the following error. Can you help with troubleshooting this? net.sf.jasperreports.engine.JRException: Errors were encountered when compiling report expressions class file: 1. Syntax error on token "??????", invalid AssignmentOperator value = (java.lang.String)("?? "??????"" + " ");//$JR_EXPR_ID=9$ <----> 2. Syntax error on token "??????", invalid AssignmentOperator value = (java.lang.String)("?? "??????"" + " ");//$JR_EXPR_ID=9$ <----> 3. Syntax
Auto create mailbox
Hi, I am wondering if there is anyway I could get exchange to automatically create a new mailbox for the user once a new user request has been submitted to ServiceDesk Plus. I was thinking maybe a Powershell script could do this but I'm not sure.
tasks without approval
Tell me please why task is assign to technicans and groups without approval? It's correct? I saw only one checkbox "Do not asiign technician befor Service Request is approved" it would be nice if the same checkbox will be available for tasks. Thank you/
ServiceDesk Plus within an iframe & a Web Viewer WebPart
I would like to run Service Desk plus from within an iframe viewed from a web part in SharePoint services. However, this is preventing categories from displaying in the drop down, and get the following errors(I've shortened the URLs): Homepage Line: 82 Char: 2 Error Permission denied Code:0 URL: .../HomePage.do New Request page Line: 1187 Char: 5 Error: Object doesn't support this property or method Code: 0 URL .../WorkOrder.do Can you tell me what's falling over here and how I might resolve it while
Great service
Hello, I rang about an issue I was having on the 23rd of December. As the lines were busy, I had to leave a voice message. It is now the 30th of December. I will wait to see when (if) I will get a call back. This is not the first time that this has happened. Maybe your service is as good as your product. Thanks, A user
Converting Field MM2COMPLETEREQUEST
Hi there. I'm trying to convert, in a Microsoft Sql Server 2008, the field MM2COMPLETEREQUEST from table RequestCharges using the following command but it does not work well. Look: SELECT RC.MM2COMPLETEREQUEST, DATEADD(s,RC.MM2COMPLETEREQUEST/1000,'1970-01-01 00:00:00.000')FROM RequestCharges RC WHERE RC.WORKORDERID = 3887 the result is a date in the year of 1970, but the correct is 2011-12-27 900000 1970-01-01 00:15:00.000 7200000 1970-01-01 02:00:00.000 My question is: What I need to do to
Approval based on field Manager from AD import
it would be nice if user import from AD could gather and save in a new field the users manager and then you can send requests to be approved by this manager in the actions menu of requests
Technician's permission to change CAB stuff
Hello, At this moment any technician in SDP has a possibility to add/remove a CAB member. How is it possible to restrict technicians in this aspect? Best Regards, Vlad
Remote Desktop Setting
Remote Control is not avialable in Service Desk Plus Professional. Only Remote Destop Setting is available. How can we take remote desktop through SDP.
Default Language of Browser
Hi, I corrupt some think on SDP language and now its working for only english or turkish (I have to select on SDP menu), when i click to default, its not giving automatic language from my browser. How can i fix these ? Could you give me path of language folders or somethink ? Regards, Thank You..
Recommended live database size and archiving
What is the recommended number of tickets to keep in a live database? I'm just curious how to size this for archiving purposes. Right now, we are averaging about 1500 tickets per month. How will archiving affect reporting against tickets? Will it have any impact with the relations to changes or problems?
batch update specified requests?
A challenge for you: I am scoping a reimplementation of our Servicedesk Plus installation. It has been incorrectly and badly used in the past so I need to assess whether to start completely from scratch with a clean install or clean and reconfigure the current install. We're talking about 56.5k existing tickets so it's not a small scale project... If I provide a data dump of all requests that have a request status that is not 'closed' would it be possible to batch update them to 'closed'? There
Purchase Order - Print Preview, Send page by eMail
As the PO that is produced for eMail purposes does not hold enough information ( can this be tailored) I have tried using the Print Preview, then Send Page by eMail. This works OK apart from preceeding all of the � characters I get the following:- example: Price Adjustment (£) Is there a way to fix this other than manually removing the offending characters or amending the template of the eMail sent to the vendors. Damian
Upgrade 8.0 to 8.1
Hello. We purchased version 8.0. Soon you have a new version - 8.1. We have to pay to upgrade?
Custom Reporting � Previous Weeks Closed Tickets
I have to provide management with a weekly report that contains the following: Total Number of Tickets Closed Previous 7 Days = Break Down of Each Category (Software, ect�) = Total Number of Tickets Open Greater Than 7 Days = Total Number of Tickets Closed Year To Date = Average Number of Tickets Closed per Week = Is there a custom query that would be able to produce all of this info on one report for me? If not, is it possible to get each report so I can then manually combined them (Like I did with
Service Desk Queries
Q: Can we add custom users if AD account is not available ? Q: For notification we can use Gmail, Hotmail & yahoo etc i.e. requestor have these id’s instead of exchange, AD account? Ans: Ye Q: How the licensing work service Desk? Q: For the requestor access is Arabic supported if its supported so any limitation is there?
SDP and Asset Explorer CMDB documentation and info
We currently have Asset Explorer implemented in our environment and are also evaluation ServiceDesk Plus and I was wondering if there is any integration/linkage between Asset Explorers CMDB and SDP? If so where can I find documentation or white papers on how it works specifically with SDP? I was able to find the CMDB for Asset Explorer here http://www.manageengine.com/products/asset-explorer/help/cmdb/cmdb.html But in the SDP admin guide (http://www.manageengine.com/products/service-desk/help/adminguide/index.html)
Subject Column for Requester Conversations
When you are in View Request, it would be very nice if you could see the Summary as well. If there were a lot of conversations you could easily find the conversation you were looking for. Example: Current: From: <paper clip> System On: December 14, 2010 09:59 AM Improved From: <paper clip> System Summary: Fwd: License Confirmation On: December 14, 2010 09:59 AM The Summary would be the subject line of the email preferably with
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