is it possible to update a custome field from an incoming email
We need the ability for one of our 3rd party support suppliers to be able to allocate their job ticket to our job request programatically, ie we send a helpdesk request through to them , they reply with their own job ticket .. Is it possible to define <fields> within an email that service desk can read and use to fill out custom form fields . Thanks Carl
Request for assistance generating report
Hello, I'd like to get some help generating a report. I need to be able to see all Technicians listed for each Group, grouped by Group. I also need to be able to see if there are any Technicians who are not in a Group. It would be nice to be able to easily generate administrative reports such as this so that we can better manage license and tool usage. Thanks!
Auto Refresh of view request
Hi, I noticed a difference in the request view, the auto refresh function is 3 minutes minimum. In an earlier version of the minimum was one minute. Is it possible to change this value in order to have one minute ? Version of my Helpdesk: 7608 Regards Bastien
How to execute WebClient in WebNMS 5.0
Hi All, How to execute WebClient in WebNMS 5.0? waiting for your reply.. Thanks & Regards, Sudhir
Wrapper Stopped
Hi, Please help me with my problem with ServiceDesk Plus, after restarting the service, the service was not started, see the event log: Ouvir Ler foneticamente Unclean shutdown of previous run. PM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details JVM exited unexpectedly. There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. There may be a configuration problem: please check the logs. <-- Wrapper
Restore Service DESK PLUS
Is there any way to restore Service Desk Plus after running a backup schedule from admin profile? For example can I restore Service Desk Plus(attachments and database) to a previons point in time if i have full .data backup
Report needed
Do you know if there is a way to report on incidents that were resolved by a technician, but then re-opened by the requester? Thanks in advance
all searches create error in system log
Whenever someone searches a keyword in my solutions database, the system log show the search with type "error". This happens even when the keyword exists and the search produces hits. Why is that? I would like to use the logs to see what people are searching for that is missing from our solutions database. Running version 7.6.0 with build 7610
notification emails
I have been setting up all of our notifications and I am unable to locate a notification so when something that has been submitted for approval is denied or allowed it emails that information to the requester. We have all the other notification setup so if the ticket is completed, updated, resolved, etc. it sends the email out. But I can not locate a place to setup the approval/denied update email. Any help on this would be great.
How many people have what roles?
I'm trying to determine how many people have a given role. For example, how many people have the SDAdmin role in my instance of SDP. So far I've built this: SELECT * FROM AaaAuthorizedRole aar LEFT JOIN AaaRole ON aar.ROLE_ID=aaarole.ROLE_ID LEFT JOIN AaaUser aau on aar.ACCOUNT_ID=aau.USER_ID WHERE AaaRole.NAME='SDAdmin' But the problem is, the results don't list my user account which I know for sure has SDAdmin rights. Am I looking at the wrong table? Is there another table that deals with Technician
schema definition
Version: 7.6.0 Build 7605 Hi All, I recently learned about the Report > New Query Report functionality. Very useful. Is there a published schema definition to assist in writing custom queries? Thanks, Stefan
MS SQL Schema Map?
Has anyone mapped out the full Schema of SDP 7.6 in MS SQL? This would be incredibly useful for generating my own reports. At the moment, I'm trying to track down the creator of a Change ticket (different from the Requester and Technician.) Thanks!
Adding Requester Name to PO Reports
So I'm trying to create a report for POs that specifies a Requester. So I only want to see POs requested by Joe Schmoe. Now, to test out the column of "Requester", I did the following: SELECT pos.STATUSNAME "PO Status",po.POCUSTOMID "PO Number",po.PONAME "PO Name",longtodate(po.DATEORDERED) "Ordered Date",longtodate(po.DATEREQUIRED) "Required Date",pos.STATUSNAME "PO Status",poa.FIRST_NAME "Requester", paao.NAME "Vendor Name",po.TOTALPRICE "Total Price" FROM PurchaseOrder po LEFT JOIN POStatus
How to reset reset default admin password?
Hi all, Is there a way to reset default passworld for Service desk plus administartor account?
Deleted administrator account - HELP!!!
Dear Support, I have version servicedesk plus 7.6 installed. After an import from AD, I tried to clean up and accidentally deleted the administrator account. I found info on this forum on how to change another user to an admin role but when I execute some of the queries to update role I get this: mysql> update aaaauthorizedrole set role_id=4 where account_id=381; ERROR 1062 (23000): Duplicate entry '381-4' for key 1 Did I miss something? I really hope you can help me! Thanks in advance for
More than 1 email address per requester
Each requester should have the option of having more than one email address per account. For example we have one user who has 3 different email addresses, depending on which office they are working from. At the moment they have to have three different accounts, and as a result can not see all of their incidents under one account, and have to log into each account in turn.
Technician view own requests that they submit
There is a huge problem with tracking requests that are submitted by technicians. I have seen several posts about this but no resolution. Joe is a technician Joe submits a request which is assigned to a different group/department Joe can no longer track or see the request he submitted The answer I was given was to all Joe to view ALL requests or requests in different departments. This violates several business rules and is not satisfactory. The program is already doing "My open requests",
Time spent report
Hello, managers love to know how our time is spent. Here is the criteria Technician Time spent by individual ticket When the ticket was opened and when it was closed (the problem with this one is that a ticket can be resolved and if the user doesn't close it right away it is left open until 5 days pass (our business rule) then it is closed. Therefore it is not really clear how long it took a tech to resolve an issue. Description A weekly report on the previous week (M-F) I use the following columns
Department not visible in self service portal.
Hi, Recently we had implemented Service desk plus 7.6.0 in our organization. We had included user database from our AD. And we had created departments in Organizational details. But it is not visible in self service portal or in requester field. Please do the needful to solve this issue. Thanks in Advance. Regards, Srinivasan.
Auto assign group ticket to tech in sequential order
Is there a way, when a tickets are assigned to a group (ex. network) the ticket is auto assigned to the next technician in line? For example assuming 3 techs in the group: Ticket 1 assigned to network group - auto assigned to tech 1 Ticket 2 assigned to network group - auto assigned to tech 2 Ticket 3 assigned to network group - auto assigned to tech 3 Ticket 4 assigned to network group - auto assigned to tech 1 Ticket 5 assigned to network group - auto assigned to tech 2 Ticket 6 assigned to network
Increase trial version...
Our trial version for service desk plus is expiring today...we are already in process of purchasing the software and will take another 5 days to make payment... Please let us know how can we make it up and running by then,,,thanks... Regards/Mudasar
How do I set a rule to auto assign a call to a user based on a sender of an email to Help Desk
Have SQL Mail sending nightly emails to our service desk email account so a call can be generated. How can I get the call auto assigned to me in rather than coming in unassigned? I recall something like this was possible in a previous version, but wondering if it is possible now?
Add Available Columns to Admin/Asset Management - Product Screen
It would be useful to be able to view "Type" and "Category" (As are available on the "Asset Management - Product Type" screen - see illustration) when viewing and sorting "Products".
New field in post Event
hello all, i created a new field in my solution with name Test. I have a form that maked a post in url of helpdesk. How i add my new field in url POST? I dont know the name for post! tks
Worklog improvements
Just an idea for the worklog function... Would it be possible to have a button that starts a worklog and a timer on it? The technician clicks "I'm working on this" (or whatever) and the timer starts, (the job changes status to "In Progress"?) and a new worklog is created with the start time. On finishing, the technician clicks "I've finished" and gets asked for what work they did. The worklog is then finalised, with the start time, the elapsed time and the finished time.
Remote control - cannot connect to remote workstation
Hello I'm having trouble when connecting remotely to a workstation, in both versions 7.5.0 build 7514 & 7.6.0 build 7600 -) credentials are ok; a remote scan is working properly -) the proposed solution (see below) does not solve the problem. -) SD+ 7.5.0 Build 7514 error message: FAILURE :Problem while connecting Workstation. Please report the problem to the system administrator, with the Error Code - 1,259,612,250,316. -) SD+ 7.6.0 Build 7600 error message; problem while copying the agent file
TimeSpent Report by Technicians
Good day. How can I get a report which indicates time spent by every technician worked on specific request? For example, a techician worked on a request, then the request was re-assigned to another technician,etc, i need information about every technician (how many time he spent) worked with the request. Thank you
Template Permissions
I would like to see the ability set permissions around request templates, and allow requestors to select a template when making a request.
Unable to view other users scheduled report
Hi All, I've recently noticed that we are unable to see eachothers scheduled reports. We have a scenario where a user is leaving the company soon, and the technician who created the scheduled report is away so we couldnt tell where the scheduled report was comming from (whether the tech created a server side script outside of servicedesk+, created in another area, etc) All our technicians are SDAdmins. Is there a setting somewhere we've missed or is this normal? Cheers
Patch Scanning on SBS2007
We're having an issue where all (3) the servers we are monitoring that run Windows Small Business Server 2007 are failing the Patch scan as Unsupported operating systems. Is this an expected behavior, or is there an obvious setting I need to change?
tasks: assigned group information lost when editing tasks created by a template?
Hello our version: SD+ 7611 We have request templates with defined task. In the template, the tasks are already assigned to a group, but not to a technician. When (in order to assign the task to a technicien or editing details of the task) opening one of those tasks, created by a template, the group assignment is lost. It is as if the group never had been assigned and the assignment has do be done again. After some debugging, it seems that this behaviour is only for tasks created by a template. Any
Add ability to save import scripts/mapping in SDP Asset Module
It would be GREAT to be able to save mappings used to import assets. We regularly add to our inventory and re-mapping for each data load is tiresome!
Database documentation
We have several of our customers using ServiceDesk Plus. We have received the request several times for documentation regarding the database structure and entities. We have managed to analyze the database using 3rd party tools but there are hundreds of tables in the database. It's a monumental task to investigate each table to find out what it's for and whether or not it's important for reports etc. Why don't you publish a document that would help us create reports and export information from SDP?
Request Closed -notifications
Hi, When a new Request is created (by Technician) in the web-interface with Status as Closed, SD sends a Notification message to the Requester. This happens even if "Acknowledge Requester by Email when the request is closed" is not selected in the "Helpdesk - Notification Rules". Any fix comming to this? /lakend
Manage engine helpdesk and firewall issues
how to add assets behind a firewall, which ports should be opened ?
Outgoing SMTP in Service Desk
We are changing our mail server to Exchange 2007 and I'm having a terrible time getting ServiceDesk to send notifications through it. I set up POP access to SD can get emails from Exchange. No problem. But when I try to set up SMTP to send, I just get "Send Notification Failed" errors. One question: when you send a notification in from an SD web page, what IP address does it come from, the client's or the server's? The reason I ask is that there is already an SMTP connector set up for this server
Is there any way of removing default fields from the Requester template without removing them from the Technician's?
If I add certain fields to the Technician side of a template, I cannot remove them from the Requester template. Specifically, it's the Priority field - I don't want requesters changing the priority, they'll just mark everything as URGENT/CRITICAL/DO IT NOW!!! even if it's really trivial. :)
requester/site detailed info
Hello, I'm using SD 7.6.0 (with last updates). After comple job with add new requestors i begin to test it and found some troubles with usability or maybe i don't know something... 1) Telephone field of the new tickets have a relations with only telephone field from requestor, but have not relation with mobile telephone. So, i need to dublicate mobile telephones in the telephones fields when creating requestors. Sometimes i have 2 numbers and need to choose one... I think should be better to indicate
Installing certificate signed by trusted CA
Hi, I need some guidance about how to create a certificate request for our SDP site. Also, some information about the process of installing the signed certificate i'm purchasing. Thanks.
How i can assign roles to requesters?
How to make so that the Requesters could generate reports, like the Technicians?
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