Does we calculate how much time the request is on Hold?
Dear Team, Does we calculate how much time the request is on Hold? Regards, Vaishali
Asset Deletion
Hi, We have deleted assets but after a few minutes they show back up as Workstations/Servers that failed during last scan. The scheduled scan has been disabled. How do we permanently remove this assets ? Thanks, Jon
Attachment accessible thru URL
Hi, while testing some url's i noticed that via the url /workorder/FileDownload.jsp?module=Request&ID= the attachment for any given ID is available for download by non registered users (aka for the world to see). Is this a bug or did i miss something in the configuration?
Moscow TIMEZONE
Hello, We are in Moscow in Russia In Russia now has never transferred the time (the Decree of the President). The difference with GMT, we now always +4 hours, but the server time is still turned, and now the server time is behind the current 1 hour. Can you point me in the right direction to fix this ? Thankyou....
Time Spent per Department pie chart
I have setup a Matrix using TimeSpent to look at time spent per department, but I'd like to turn this into a scheduled report with a pie chart, however the chart only appears to count the number of requests rather than the time spent on those requests. Is there a way of achieving this without running the data through Excel? Assuming it can be done in Excel, I haven't tried.
BackUp Scheduling
Dear team Can i schedule the Back-Up on the different server? I have tried it before but there is error as Back-Up Failed. Please suggest. Regards, Girish Barhate
Users - Requesters
If we have more than one user requester from a Company can be created some filter from one of them to see all the cases his company has open/closed, etc. Regards.
Custom view per filter
I would like to suggest an idea. Have a custom column view per filter. example: I have a filter to show only OPEN requests. Within that filter I want to see ONLY the following columns: Name, ID, Create Date. I have another filter to show PENDING requests. Withing that filter I want to see ONLY the following columns: Priority, Due by date, Subject Is this possible?
Customization
Is it possible to disable the home page in Service desk, we simply want the customer to log a ticket in the request module
Selective Asset Scan
Hi, How do we do a selective asset scan. We do not want to scan all OU's in a domain but only the needed ones. How do we set this up ? Thanks, Jon
Issues with the latest browsers
Users, I am listing down all the issues that have been reported regarding various browser in this thread so that it can be tracked easily. IE 9 Sorting is not in alpha order for Category/Sub Category/Item display. [ Fixed in an 8015 ] FireFox 4 & 5 In the resolution tab in request details page, even if the resolution is entered, it says 'No resolution entered'.[ Fixed in an 8015 ] While editing a solution, the description is blank and appears on refresh.[ Fixed in an 8015 ] Inserting inline images
Assign a Template
Is it possible to have a specific template automatically used depending on which E-mail Address a query was sent to? Currently, I have a number of mailboxes which users send requests to. Setup in Exchange, I have a transport rule that moves all of the mails to the supportdesk mailbox. Within SupportDesk I then have a business rule that looks at where the mail was originally sent to and makes changes dependant on that. This system works well however, recently one of the techs has asked if all their
assign multiple assets to an incident
It would be really cool if you could assign multiple assets to an incident instead of referring only to the one asset which can be selected in the 'Requester details' box of an incident Thx, Marc
Incident Template
Hi All, I am setting up ServiceDesk for the first time and I have edited the default incident template to a layout that works for my organization. When I select 'New Incident' from the SD Requests page, the template appears the way I wish. However, when a new email is received, the old layout is used by default. My question is, is there a way to edit the default template for requests received via email? Below are screenshots of 1, how I would like the template laid out and 2, the way it is currently
Bug? The ever expanding subject line
Ever since we upgraded to 7.5 (we're now on 7512), when technicians reply to a request, the subject is always prepended with the request number. When there are multiple replies, the subject of line gets out of control and unreadable. In my reply request template, I have this in my Subject field: "Re: Ticket: #$RequestId : $Title"
custom reports with technicians that has worklogs less then 7 working hours
Dear support, one of our clients reported that they need advance report about their technician activity. Please give recommendation, if you know how to help in this questions, because i cant find the way how to complete this task. Main statements: Company has 8 hours working day. If technician has !less then 7 hours !in worklogs during day period - then it should be +1 in report. Totally report should be during last month. Example: Michael - +5 because 5 days during the month he has problems with
Automatic Close stopped working after upgrade
Currently running 8.0.0 Build 8017 Requests are set to close after 2 days, however this automatic rule has stopped working .. It seems to have stopped working since upgrading to latest version of ServiceDesk plus. I've confirmed under 'Request Closing Rules' that the 'Close Requests After' is set to 2 days, however requests that were resolved on Friday (04/11/11) are still sitting at 'Resolved'. Thanks!
Register A first Time Fix
Hi how in manage engine do you register a first time fix at the helpdesk ? How would it be identified in reporting ?
Changing Mail Server Settings
I am trying to change the email account used to fetch and send emails to SD+. I stopped mail fetching, made the changes on both the incoming and outgoing page, and restarted fetching. SD+ receives new requests sent by email to the new address but it continues to default (FROM field) to the old email address for replies. I have also restarted the SD+ service on the server but there was no change in behavior. There were no errors when the outgoing email information was saved. The new account
Content Variables - Logged In User & Description
Two questions: 1. We do not use the "Alert the following technician(s) by e-mail when a new request is created" notification because when the daily preventative maintenance tasks are created each morning, these are included in this notification and we don't want to be notified of the PM tasks this way. So, we have a business rule to email Technicians of a new request. Much to our disappointment, the email template here does not contain a "Description" variable. Therefore, when we get the, "A
Changes Enhancements
Add a Change ID Look field similar to the Go To Request function on the Incident Tab.
Mimimum Technician Time
Is there a way to set the mimimum time for a technician? In our case, we have a minimum of 15 minutes even if the ticket is 7 minutes, etc. Thanks in advance...
Migrate dB from 2005 MSSQL to 2008 MSSQL
Is there a faq for this? I'm looking specifically for the "pointing the app to the location of the new db" part. Thanks
Shipping/billing address size limit in Purchase
The last Mac browser that allowed me to enter more than 30 characters in the Shipping Address and Billing Address fields when creating a new PO was Firefox 3.6.23. Chrome, Safari and newer versions of Firefox do not allow more than 30 characters to be keyed or pasted into those fields. Firefox 7 on Windows also has the problem. Explorer 8 seems to be fine. This is true for Service Desk Plus 7 and 8. any idea what's going on, and when a solution will be available? thanks
"Closed By" report
Hey gang Is there anyway of producing a report of which technican has closed which requests? We know you can see which technician the request was assigned to when closed but this is not what our management want to report on. Appreciate any help.
Windows 7 & Symantec Endpoint Protection: Asset Scan does not work
HI We have rolled out Symantec endpoint solution across our enterprise (Both WXP and W7) and now the Asset scan does not work. Are there any ports need opening via Symantec threat protection? Any help is appreciated. Cheers Michael
Change Management workflow
Hi, I have been using SDplus for a number of years and find it a great product. Recently I decided to upgrade to the enterprise product to use the change management function, and am having some trouble getting my head around it. I've read through the admin guide but still have some questions When a technician raises a change why are they able to choose status?, specifically the approved status. The workflow that makes sense to me is that all changes default to a status of requested, except for
one font + size for manage engine
Hi, How can you set one font & size for manage engine? I dont want people to change their font and size. Thanks! Wesley
assigning the category to a supportrep. what am i doing wrong?
i assigned a category to a support Rep in helpdesksettings, but when we get a new request it stays unassigned. What am i doing wrong? Thanks Wesley
Last Resend for Approval Date
I would like the request for approval, "Sent On" date to display the most recent date that the approval was sent on. Either it be the one time I sent it, or the last time that I resent it. Right now, it doesn't change from the first time I sent the first request for approval. I have two requests that are waiting to be approved. I went to "Resend for Approval". Closed the request, did something else, came back...then I forgot which one I just resent for approval. What I'd also like to know
Modify Change request template.
Hello, how I can modify template for Change request? Is it possible, for example, remove "Service Affected" and "Assets Involved" from template? Regards Pavel
Delete old surveys and start from scratch
Would you please provide the SQL to delete all old surveys from SDP? I am on an MMSQL db. Thanks.
How can I export the scanned software list or run a report that lists all the scanned software?
Brand new to Service Desk; we have version 8.0.0 Build 8013. I would like to either export the list of scanned software or run/create a report that does? Can anyone assist. Thanks.
Requester detail information
Hi, I'd like to disable some filed in "Requester detail" area. Is it possible to do? or maybe just not show some field it's ok too.
Report on Requests Resolved/Closed by a Different Engineer within time ranges like 1hr, 4hr ,8hr etc..
Dear User, Please find the query below to generate on: "No of calls resolved or closed by the a different engineer within - 1hour, 4 hour, 8 hour, 12 hour, 24 hour, 2 days, 5 day, 10 day, 20 days, 30 days, 45 days, and more Grouped by Impact" Tested in : MsSQL (SDP 8016) ,if you need any clarification please get back to us. Note : Please change the Date filter (marked in Bold Blue color) as per your requirement SELECT Impact.NAME 'Impact', SUM (CASE WHEN (WorkOrderOperation.OPERATIONTIME
Printing of Sub Task from Change Tab
Hi SDP Team This is a feature requirement for Print option for Sub tasks in an Incident/Problem/Change Tickets regards Gopi ME Tech
How can I export scanned software list or run a report that list all scanned software?
New to service desk; we have version 8.0.0 build 8013. I'd like to either export the scanned software list or ideally run/create a report that does this? Any help would be appreciated. Thanks.
Purchase Order Currency
Hi, We work and order within the EMEA/NA regions, therefore have invoices in multiple currencies. We would like the currency field to be freetext so we can change the value on a per PO basis. One in � the next in � and maybe $ and have the PO saved in which ever currency we need it to be. Thank you
Role for calendar admin
Is there a way to set up a role for someone to view/modify all technicians calendars?
Common requests report in the Service Desk system
Dear all, How can I generate a report from the system that can help me in knowing the commonly created requests/incidents in the system? This report will help us in deploying necessary resources in handling common requests and even plan. I cannot see a standard report in the system that can help in me in getting this report. Your assistance will be appreciated. Regards, Davis M Onsakia
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