Adding Multiple Products Under One Contract. & Pushing POs To The Contracts Tab
As we have begun adding Contracts and Purchase Orders we have encountered a few issues. One would be that many of our Contracts refer to liscenses that cover multiple pieces of software, which in turn is difficult to add them as one contract in the current SDP system. Could this be made simpler. We also considered using the PO tab to add these existing contracts as POs to simplify things because of the "add new product" feature. Upon doing this I found as opposed to our old system, you cannot move
sort on installed software
for some reason I thought the ability to sort "Installed" (number of installations) would be included in 8.0. I could be wrong on this. But this has been a requested feature since SD 6. Is there any chance of this feature ever getting implemented It really would be nice to sort on this. Sometimes we really have a lot of turn over when it comes workstations and therefor a lot of orphaned software installs or those with a 0 count. please please please please implement this.
Help with simple report
I created a report that does the following: Show me all of the assets that have a resource state of "Disposed" It works great, but now I would like to be able to filter it out by the Resource Ownership History. his is where the actual date(s) of this asset are tracked. What I would like to be a ble to do is run a report that shows me all disposed assets from a selected date, to a another selected date. Ex. Jan. 1, 2010 to current. Any help on this? Below is the query code for what I have
Remote Access Control Button
Hi; I dont have the Remote Access Control Button in Asstes.
SDP Performance
Hi Team As you know, we are working with AirAsia on some performance issues recently.They are going full production and users/techs are logging in across Malaysia-Thailand-Indonesia, so new performance issues are coming up in the SDP system. Anything / Testing we can do to resolve this. Also, we wanted to use Qengine for testing the performance on the system. If we provide you with the data, would you be able to interpret and assist us in resolving the performance issues from the system. regards
Evaluate SDP
We are currently researching a number of service desk management products. One feature we really like in one we found is that it integrates with the Outlook (Exchange) calendar, so when a service ticket is scheduled, it appears on the technicians Outlook calendar. I didn't see that is specifically included or enabled with SDP, does anyone know if it has this ability?
DNS Server Problem
We are using version 7.6.0 We are having problems with one of our DNS servers. It happens to be the one we are using in Service Desk Plus for Pass Through Authentication. Now I cannot log into the site to change this information. Please help. Thanks
SDP 8.0 backend and My SQL versions
Hello, We have just installed SDP v8.0 and have noticed that that some of the backend components are very old Tomcat - 5.0.28 JBoss - 3.2.6 - Build: CVSTag= JBoss_3_2_6 date 200410140106 Is there a business reason that these older versions are still being used in the development environment? Is there a plan to upgrade these soon? There are many performance and security fixes in the latest releases, and I think it would be to your teams advantage to use these updated components. Secondly, Does SDP
Attachment in Solutions
Hello all, To shoot off: i'm using 7.6.0 Build 7611 currently. I've encountered an interesting issue. I've changed the AttachmentSize (i think that was the parameter) in the Servicedesk database (i use SQL Server 2008). With succes, because i can indeed add attachments up to 250 Mb (i changed it to 250) to new requests. The interesting bit comes up when you try to add a attachment to a solution/resolution, which are saved by default in the file system of the server where ServiceDesk Plus is installed.
Scheduled AD import - details selection
Hi, When I'm executing manual import of requesters from AD, I can select Fields for Import. Which fields are selected in Scheduled AD import? (SDP 7.6) Regards, Artur
Test environment set up and maintinece
Please provide a stratgy to maintian a test environment that is versions ahead of the Prod with prod data. We would ultimatly like to devise a method to replicate data to the test but as restore can only occur between servers at the same version, I can only see building a an environment for this purpose. Again do you have a better option?
Service Desk 8.0 release date
I read on the website where the release of 8.0 is due for 2010 Q2 i was wondering if there was a more narrowed down release date planned or if there is a beta availble for testing
Escalation matrix
HI, I am evaluating enterprise version of SD, Can we configure Escalation level in SD? i.e if technician 1 unable to resolve the issue in 4 hours time then the request get escalate to Technicial 2 and so on further. I can configure in group option of SD that also within group and if technician has not pickup the request it will notify to specified technicians. this does not resolve my purpose. Regards Vipul
Report Request
Hi, I need a report that contains reqID + time spent on every status until resolved ex. workorderid status time on this status (hrs) 1 open 10hrs in progress 1 hrs authorizing 2 hrs deploying 4 hrs Using SPD 7.6.0 Build 7611 with MySQL DB
Can't Locate a REQUEST
Hi Team We can’t locate the service request #23706. Attached is the document and the logs are here http://bonitas.zohocorp.com/customer_uploads/2010_10_21_9_28_13_Oct_21_2010_13_47_18_sd_7610_logs.zip.gz.bak Thanks Isaac ME Tech
Service Desk Plus : CSV export/import
Hi, Does service desk plus have an data export/import features ? For example: On the test system, export management data like category, topis, etc.. to a csv and then import the csv to the product system.
archiving closed items
Is is possible to archive closed requests so they do not appear in the ALL REQUEST view.
Creating Test install
We are trying to upgrade to the latest version of Service Desk but when started installing the build our Service Desk failed after build 7.5.0 Build 7514. We went back to the old version through a restore process basically installing the version we had a latest full back up from then upgrading to the version we knew worked. We now are took that server converted it into a virtual machine and we are trying to connect it to a test database. Currently the virtual machine will connect to live the database
Can i customize Request ID
can i customize Request ID to something like FL1245 (starting with alphabet)?
Circular Comments from Out of Office replies
A ticked was assigned to an engineer that was away for some time. He set an out of office reply on his outlook. the problem is that this created a circular pattern where his out of office reply would be lodged against the ticket, which in turn generated an email from SDP about the new comment that then triggered the out of office reply again. this has left some 5000 conversations against the ticket. Now i cannot delete the individual replies or the master ticket. What SQL command/commands can I use
How to evaluate the "On Hold Time" of a request
Hi everyone, I looking for a solution to calculate the real time spent on the resolution of each request of our Help Desk. I create a Reporting Tool to generate lots of reports but now I’m searching the way to calculate real times. Effectively a lot of requests in my company depend on various suppliers before to be resolved by our technicians. During these times a request can be on "On Hold" state during a while. In the SD database I can’t find the entry where I can detect a change of state.
Custom Weekly Ticket Report
Hopefully someone can help me out with this. I currently have two weekly scheduled reports. One listing tickets closed during the week and the other report listing what tickets are currently open and on hold. Is it possible to combine the two reports into one? The report needs to contain a sort of snapshot per se of what tickets are currently in the queue, open and on hold and any tickets closed during that specific week. The fields to include in the report are: Requester Creation Date Request Status
Problems with upgrade patch and restore in Windows Server 2008 R2 - 64bit
Hello I have install ServiceDesk Plus 7.5.0 and would like to ugrade it to build number 7514 but keep getting an error: java.sql.SQLException: SQLException in StandardPoolDataSou... * Does ServiceDesk Plus 7.5.0 work with Win Server 2008 64bit? or is there a patch for it? Any suggestion welcome, thanks.
SDP 8.0 Release
What is the new tentative release date of ServiceDesk Plus 8.0? The roadmap page indicated the end of September 2010, and we are nearing the end of October.
Purchase Order Show GL and Cost Center Descriptions
When creating a purchase order, it would be beneficial to see not just the codes for the GL and CC, but the descriptions as well. This is shown in the attachment.
What is the next SDP build that will be released?
Hi there, I have a question about which version will be released next? Will there be a hotfix 7612 or has the support life cycle for 7.6 ended meaning you will release version 8.0 next? If there will be another hotfix for 7.6, what is the scheduled release date? Thank you
How do I get a tech to be able to receive a notification of assignment email if request initiated via email
I am evaluating Service Desk Pro (SDP) 7.6 7611 When a requester makes a request via email, the request is processed and assigned to a tech. If the assigned tech is logged in, he sees that he's been given a new assignment. At present he does not receive an email notification that he's been assigned a new request When that same requester makes a request via the webpage, the request is processed and assigned to the same tech If the assigned tech is logged in, he see's that he's been given a new assignment
Business Rules on Email Requests
Hi, Should Business Rules be applying to Email Requests? I have setup numerous rules that apply if I submit a request via the portal, however they dont apply to anything submit via email. 99% of our jobs are logged via email. Is this normal behaviour or is there something that is not configured correctly? Thanks in advance Jon
Append reply to case when using outlook
When users/techs reply to an email from a SDP case, it is not automatically applied to that case when replying from outlook. Users have to use the website to have the conversation tracked inside the case. I want the reply to be tracked inside SDP when users just hit reply from outlook. When replying, the request ID is in the subject line and it is being sent to the same address we use to send emails from SDP, but still not working like I mentioned. What am I doing wrong?
Workflow of requests
I`d like to know if there`s a way to set an workflow of requets. For example: I open a request when it's closed it opens a new request and then so on. Some requests could be opened at the same time to be resolved in parallel. Ex: 1 - I open a workflow request to buy a desktop 2 - When the first request to buy this desktop is closed, it opens a second request automatically to prepare the equipment (install OS, etc) 3 - When the second is closed it opens a third one to install the desktop to the user.
Hardware Contracts and Requests
When I log a call for a printer or any other piece of hardware that has a maintenance contract associated with it, is this shown anywhere in the request? I want the contract info for the hardware to be automatically visible to the technician so he can place the call with the external company. Gill
Import vendors
We would like the ability to import vendors from a CSV.
Use LANDesk Asset / Software inventory with SDP
Have the ability to use LANDesk Management Suite DB for software inventory and asset tracking.
newbie problems
if a particular that is logged hasnt been touch by the technician..can i send an email to his boss before the due time runs out how can i calculate the time it took a technician to solve a problem..excluding the time he put it on hold.. i need performance report on technicians for the past months i have a request that needs to be sent to a third party..i would like to kno the time it took the technican before he send it to the third party thank you..im new here..your help is highly appriciated..
time entry in resolution
Can there be a feature to add a time entry in the enter resolution screen please?
multiple requesters assigned to one asset
Hello, Is it possible to assign multiple requesters to one asset. there are several of these discussions years ago but no updates or new information. We have multiple users assigned to one PC because of shift work. Currently we cannot see if a request comes in which asset is that requester using. Thanks
Report for Software License Expiration?
Does anyone know if there is a way to set up a report for software license expiration? I'm trying to manage software licensing in ServiceDesk Plus, and I'd like to be able to run a report that would generate a list of software licenses by order of license expiration date. Any ideas?
Template assigned to Group
I have searched in here, but was unable to find an answer. Is it possible to create a template, but have only members of a specific (admin-defined) group have access to view/submit that template? For example, only sysadmins should be able to submit a request for a new server build. Can I setup a template that will only be viewable to Requestors that are assigned to the Sysadmin group? Thank you for your time. Shawn
not-auth in requester dashboard
I have a problem that in the requester dashboard overview some tables (like levven/priority e.d.) display "not-Auth". This is strange because when the user views his request he's is able to see these items. It probably is a setting but I can't find it can anyone help?
Service Desk & Exchange 2007 Mail Fetching
I am unable to fetch mail when using an account that is on an Exchange 2007 Server. Any help would be most appreciated Dave
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