How to attach file to service request?
I have just created a test service request from the service catalog. When I created the request, I had the option of attaching files to the request. After I have saved it, I can't find where to attach files (I'd like to attach some PDFs of confirmations,etc.). Is this possible? Thanks!
tickets concluded report
Good day to everyone, I need some help in creating a custom query, we need to have a complete report o concluded tickets. Example: the various columns: Request ID Subject Request Type Request Status Overdue Status Created Time Created By Request Mode Level Priority Impact Urgency Category Sub Category Item Region Department Requester Workstation Group Technician Time Spent(in Hours) Time Spent(in days) Dueby Time Completed Time Responded Date Resolved Time completed time - Created Time Resolved Time
Technician need to pickup the ticket mandatorily
Hi, In our setup we have observed that before pickingup the ticket the technicians are changing the ticket status to in pending or resolving.Can we make the pickup option as mandatory so that we can make sure that no ticket will be closed as unassigned. Please provide us a solution ASAP. Thanks & Regards Silsha PV
Email Notification upon request DELETED
Hi, I understand there are notifications send out upon a request being created, updated, closed etc. Is there notification for request deleted too? Thanks!
Convert Incident to Service Request
Hello, I'm wondering if there is any way within the ME SDP web interface to convert an incident to a service request. We have traditionally only used the New Incident component to deal with all incoming requests, however we're hoping to start using the Service Requests to better keep track of what we need to do. The nature of our business requires that there will be service requests that remain open for many months. Currently, these long term service requests are clogging up our incidents and we
Lease notifications
It would be interesting if there was the possibility of sending an email to the User when the equipment is leased and the expiry date of return.
browser problem
some times SDP forntend refuses to modify the request. we are able to change the values but it isn't saved.. for example when trying to assign asset you can select it normally but changes doesn't take effect. this is random problem (some users face it from IE and others from firefox) so how can i trace and fix such issue. as it causes lots of problems to our customers
Asset Report for AdventNet
Is it possible to run a report in AdventNet that will put all of the PCs, blackberries, printers, servers, switches, virtual machines etc. in different categories?
Move DataBase
Does anyone have a simple, step by step, procedure for moving the ServiceDesk Database, logs, etc. I currently have ServiceDesk installed on the C: partition of the machine and would like to have the data storage on the D: partition. (I need to move the data for all my AdventNet applictions)
Service Catalog With Attachments
Hello, Is it possible for attachments to be defined when selecting a service catalog? So for example if someone wants a new account created, they would select the defined service catalog. Once they have selected this, within the template an attachment would be provided for the user to fill out? Please advise
Cannot see all requests assigned to a group.
I have an existing technician group, existing members of this group can see all requests. When I assign a new member to this group they can only see a portion of those requests. I have checked the configurations and cannot determine why this is happening. Currently on SD Plus 8011.
business rules and workflow
A few questions on automating how ServiceDesk works 1. Is there anyway for the application to detect the mode of contact and auto populate this field? for example, we will default the mode of contact to phone unless someone emails 'helpdesk@ourdomain.com' then the system would recognize this and populate the mode of contact field with email... 2. I wouldl like to have the DueBy date set based on the Priority. I can now use business rules to set the priority based on category and subcategory,
Replies not showing up in request
If a technician replies to a requester from the ticket that conversation shows up in the ticket. If a requester replies to the email sent from the ticket, the conversation doesn't show up in the ticket. The technician doesn't receive an email saying there's a reply even though "E-mail technician when a request is appended by reply" enabled under Notificaiton Rules. I found some posts saying the ##$RequestId## must be in the subject for ServiceDesk to update the ticket, and it is correct in all
Cutsom Report
Good Afternoon, Is it possible to create a custom report to report on time spent per problem similar to the one for changes and requests? If it is possible could someone please provide me with the code? Thanks
GL changes and conversions
My client's organization changes gl codes semi-annually. When this happens there are purchase orders that are closed and some that are open in various statuses (most importantly approved/not). My client wishes the following behavior: When a new gl is created they will create a new gl in service desk. All closed tickets will retain their old GL's All existing GL's will be updated with the new GL, but without 'un-approving' them as edits automatically do. Old GL's can be marked for no further use
Service Catalog
What is the point of the Service Catalog? From what I can tell it just helps you organize your incident templates?
Multi Domain Support
Hi, We have 3 sites, example Site A, Site B, Site C. Each site has different domains, ex. DomainA, DomainB, DomainC. For example, SDP is installed in site A so importing requesters from DomainA is easy.. How about in other sites with different domains? Can SDP scan Domains in other segments? How about firewall configurations? What ports are to be opened to be able to import requesters from other sites and be able to connect to the SDP. Your response is highly appreciated.
Request summary report
Hello, There is a report on the dashboard titled 'Request Summary' I need to replicate this report on the report wizard. I've tried several options on the report wizard but not able to get it. Can anyone help out. Does anyone have a query for this? I am able to generate reports for the month, but the values on the X-axis are (closed,open, on-hold, and resolved). This report here gives me an overview of requests overdue, inbound and completed for the month... Please help!
My Details tab for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
digit limitation of request id number
Hi, I want to know about digit limitation of request id number because my system has tickets more than 80k and I'm worry about request id which show in an email only 5 digits. request id has more than 5 digits or not? please advice.
Caracteres
Hello. Just wanna know what is the limit of caracter of the Note Field and Reason field. :) Just it Thanks in advance.
Support MS-Exchange Server Mail Settings?
Dear All, Our customer receives the mail though MS-Exchange Mail Server (is not SMTP Server). How to configure MS-Exchange Server in Mail Server Settings of Admin tab? Thank you in advance.
Issue losing attachment/pictures from older tickets
Hi All, Do you have any known issues where pictures/attachment are lost from older tickets? The picture object is marked X and the picture cannot be seen. Our servicedesk build: 8.0.0 build 8003 Regards, Ryan
Report Assistance
I am trying to generate a scheduled report for 8AM Daily that pulls ticket details in a spreadsheet format for certain 'Categories' for the last 24 hours. I am running Microsoft SQL server - is there a way to query SQL directly for this informaiton so I can programatically process the data - if so - What would the query need to be to get that data? (I can handle manipulating the data from there)
Outcoming mail, time elapsed for notification in SD+
Hello, In SD+ Enterprise we configure the mail server and works OK, but some notifications take too much time to get out from SD+ You'll see, we make some tests with the same mail server configuration in Outlook, the same mail server, ports, protocols, user, and one mail goes around less than a minute. But when we program a "picked up yet" notification within a minute sometimes take up to 10 minutes to show, why? Meanwhile we send two or three mails thru this mail account, so we could see if the
Request vs. Problem vs. Change
Does anyone have any real world examples on when something would be considered a "request" vs. a "problem"/"incident" vs. a "change"?
View user name under Requester Details
When viewing a request, is it possible to add the user name to the Requester Details pane?
Need Urgent Help
how can i configur the servceidesk to send Emails ,, while i'm using exchange server please help
Audit Report
I need to create an audit report but without the capacity changes. how can it be done. I'm using Mssql DB thanks
Projekt
Hi, When can we expect to see the project-module in servicedisk plus? Regards Kasper
Purchase Order Mail Flow
Hello, I am in a need of an assistance, I have a system of yours build: 8.0.0 Build 8000 I need to perform a purchase flow in which the flows go to 3 VP's and once a VP approves then the flow will send an alert to the next VP, Right now is sends the alert to all of them together, Please help me to overcome this
Reply to an incident on client portal opens a blank popup
when a client tries to answer an incident clicking on reply, it opens a blank popup and cannot answer.
How do I report on the time a Request/Group of requests have been assigned to a Technician/Group
Hi, We have an outside company that will be working on Requests for us and I plan to have the company technicians assigned to a group. I want to be able to track the time that Requests are with the other company, i.e. in that group (not just the amount of time they decide to state in the Work Log). If I have a Technician Group with several Technicians in the group, can I report on the duration of time a particular Request (or for that matter, all Requests) had been assigned to that group? Even
Example UpdateRequest API Submission
I am trying to get the UpdateRequest API to work in Servicedesk Plus (Build 8.0.7) using the Servlet API. I have the AddRequest API working fine but am striggling with the Update Request. The URL I am subnmitting is: "http://localhost:8085/servlets/RequestServlet? fetching &workOrderId=116&resolution=Job Completed&technician=technician1&username=technician1&password=pa55w0rd&operation=UpdateRequest" The message I am getting is Failure: workOrderId cannot be empty Can someone point me in the
Email Notification After Business Hours
Hi, can I set up a email notification to my standby technician if a request is opened after business hours with a certain priority ? thanx, Ronald
Purchase Orders - Cancelling Purchase orders without deleting
There are times where we need to be able to cancel a purchase order but keep the details within the system for auditing purposes. I would like to see a new status and option created to cancel a purchase order without deleting it from the system. The main Total should be zero as the purchase was not completed but the purchase order with all the ordered details such as product type, quantity, Price, Tax etc should still be intact. Currently the only option is to delete the purchase order but
Is it possible to associate an incident template to a specific requester email address?
I would like to associate alert and notification emails that come from specific requester email addresses (e.g. alerts@abc123.com) to a specific incident template. Is this possible and if so how is it done? Rob R.
Item Cost in Reports?
Is this feature ever going to be put back in? If not, I need to start looking at other products.
Mail fetching format
When I use the fetch mail function in SD+ and the fetched / imported mail is formatted with some fancy style with tabs and some extra lines it looks very different from the original when i view it in the SD+ request que. Is there a way to change or keep the format of imported / fetched mail? I use SD+ 8010 with SQL 2005.
Sort Request by Last time updated
One feature we are missing with Service Desk that we had on our preventer helpdesk application is to sort request by the last time they were updated so we can clearly see what tickets have not been updated by a note, e-mail, etc. I have seen other request for this feature going years back on this forum and the requesters were told that this is in works. Is it still "on works" or are there not plans for this? Thank you Marcus.
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