when is the new version of servicedeskplus is released
when is the new version of servicedeskplus is released
Unable to upgrade Service Desk Plus
In our company we have a SDP Version : 7.5.0 Build 7500. I tried to follow the upgrade procedure described at http://www.manageengine.com/products/service-desk/service-packs.html . But it simply fails as it says the service packs are not compatible. What to do now?
Not importing new data from AD
Hi, When i change any user information on AD and then import them to SDP the changes are not appearing on sdp clients. I'm using 7.6.0 Build 7611 MySQL Thanks
Get all my requests via API
Is it possible to get all requests assigned to me via the API? ex: operation=getRequests&user=jorn returns a list of all requests If not, is this something that will come in near future?
MSSQL query Report
Report for percentage of completed requests by group,level and technician
Selfmade notification rules
There should be a possibility to create you whole own notification rules. For example you have 10 diffrent groups that all should get diffrent Emails for diffrent Requests and Problems. So group A ist just doing Router stuff, group B just VoIP stuff and so on. Well with the actual possibility of the notification rule system it is not possible to do so. Sorry if my English isn't the best att all, but I hope you do understand what I mean. Best Regards Thomas
Queue System implementation
There should be a queue system in Servicedesk Plus and Service Desk Plus MSP. For exmaple you have 5 or more diffrent departments in you company and each department works on diffrent Problems or requests etc, then it would be very usefull, that you have tohe possiblity to send the ticket in the queue of the diffrent departments. If you see it this way: Department A works just on Routers, Department B works just with VoIP and so an, then those departments should not be albe to see, what is going on
Link to Merged request should point to the new request ID
When a request is created, an email is sent to the person creating the request. e.g. http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1000 A second request is later created with a link of: http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1500 These two requests are merged. Both these links above should link to the Merged request (ID 1000) However, the second link does not work as the request no longer exists. My request is that the software allows both these links to open the merged job.
Problem Start Fetching Mail
Since upgrading to build 7611, the system is no longer fetching mail, after re-starting the service it stil will not fetch mail and the service stopped. Does anyone have any suggestions, thanks.
cannot reply request
hi I am facing with problem that contact cannot reply their requests, they get this screen once they click on Reply button. (they just can save the message, cannot sent the message) Could you help me how to correct it? Thanks
Business Rule issue
I have problems with business rules, the problem is: I made a business rule but does not work, example of my configuration, two site, the site1 for technician1 and technician2 for site2, then I made a business rule with the admin user within site2 : Business Rule details name: monitor Match the criteria below Sender contains: "monitoring" or "monitoring@mydomain.com Perform these actions: Assign to Technician "technician2" Save the business rule, and when I download emails with the sender
CSV information merge
Hi, We are currently running SD 7.6.0 build 7604. I have about ~100 machines that are in Service Desk Asset Register, that we have had to wait an exceedingly long time to get Lease information from our Lease provider. As such I need to update the following fields; Resource Info\Vendor Name Resource Info\Acquisition Date Resource Info\Expiry Date Resource Info\Warranty Expiry Date Asset State\Asset is leased (Flag) Asset State\From Asset State\To Plus an additional asset detail field we have created;
Contracts page
When looking at Assets on the contracts page that are part of a contract it would be nice possible to see serial number and or asset number in this listing as well. Thanks, Joe
Hiding conversations from requestors.
Is there a way to hide conversations from requesters? Specifically conversations not related to the requester. Thanks, Mark
New Purchase
In requests there are options to create a New Problem and a New Change. How about also having an option to create a new Purchase Order? Requests quite regularly result in the purchasing of new equipment and linking to the PO to track progress would be great.
Out Of Office Email
Whenever someone has an Out Of Office auto reply to something, like to a new Solution notification email, Service Desk Plus logs a new job. How do I stop Out Of Office emails being logged as new jobs? It's ok when they are added to existing jobs as that is useful information. I just don't wan tthem logged as new jobs.
failure to search for users in AD
Hi all, I had this working but I have now changed my DC. I have put in the new DC's name and now the system just hangs on the connecting to ActiveDirectory server when I try looking for new requesters. Is there anything else I need to do? Thanks Martin
Backup and Restore "7.5 to 7.6"
Hi Folks, is it possible to restore a 7.5 backup on 7.6 SDP ? I tried it, but it didnt import anything, I did it the right way, backup 7.5 server take the backup file to the 7.6 server, run restoreData.bat on 7.6 server, after shutting down the server, and does it backup requests and assets and configurations ?? or what exactly ? thanks
Don't flag laptops that fail scans every day! They're just out!
I get a worryingly high number of failed scans showing up every day on the Assets view because the machine is a laptop and is currently out of the office. Is it possible to set workstations so it will only flag them (and add them to the "Workstations Failed During Scan" total) if there has never been a successful scan (as the settings/credentials may be wrong) or if it fails a predefined number of scans after a successful scan? Is there also any way to have a "last successful scan date/time" field
Permissions for one group to assign another group tickets
Is there a way to adjust persmissions where members of a group can only assign tickets to another group and not to individuals. We have members of our Help Desk that assign tickets to individuals of a tier 2 group instead of the group itself. The problem is that the person they assign it to may be on vacation and the ticket won't get looked at until they return. I would like to prevent that from happening.
Establish different types of accounts in support center plus
Hi is it possible to establish different account types in support center plus? in other words can i have a sort of choice when i create a new account to choose the type of account Type A will have certain additional details to it and type B different set of additional details to it ?
Report for open requests older than 3 months
Hi all, I am trying to develop a report that will show any open requests older than 3 months old since created. I want it to be automated so will need to use a getdate function of some sort. I wrote a query in SQL that works well converting the createddate value to yyyy-mm-dd but doesn't work in ServiceDesk. In ServiceDesk I have tried using the datetolong function but it returns an error saying longtodate not closed properly. Here is the SQL query that works in MSSQL - SELECT wo.WORKORDERID "Request
Updates and Hotfixes for 4407
Good Day My server crashed the other day and I need the updates and hotfixes to get all the info from service desk. I have the build number 5507. Please any help would be appreciated. Thanks
List all requests by a specific user
Is there an easy way to show all requests by a specific user? Currently if I want to look up an old request that I don't know the number of, but I do know the user, I create a custom filter. While not difficult this takes a couple minutes and then as to not get my custom views in the hundreds I go back and delete it when I'm done. Seems like there should be an easier way.
Performance
We are encountering performance issues when using SD+ 7611. We do have now 23.000 requests in our database and the last month we see that the performance is degrading. We already raised the max mem for the wrapper : # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=768 Our applicationsserver is a VMware with enough mem and cpu and diskspace. We almost don't see any activity on this server for the cpu nor networking Our db = mssql and we don't see there neither much activity but we see that
Viewing requests from Change Management
Currently when you are in Service Requests and add/create a new change form the request, you get a link (button) to 'View Change' associated with the original Request. When you are in Change management, it is not as simple to view the associated request. There is no link to 'view request' This would be a nice feature to be able to toggle back and forth from the request to the change and vice-versa. (I know that you can sort of view the request from change management under the incidents tab, but
ticket number generation
How does the numbering work? We have tickets jumping all over the place with numbers. We have tickets being produced now the 1200 range and other previous to it in the 900 range. Is it department based? Not seeing a pattern yet. How is it reset?
Possible to enable Spell Check by default for all large text fields?
Is it possible to enable the Spell Check feature of the editor for all large text fields such as Description and Resolution in the Request module? Or is that something has to be specifically run by the person typing in that field? Thanks.
Move from Professional to Enterprise Version
Hi all, actually we have SDP 7.5 build 7514 Professional edition, we are planning to upgrade to the Enterprise Edition with the same version and build. Is it possible to upgrade without lost data ? If not what is the best way to so that ? Thanks
Monthly KPI report
Hi, I've been trying to update our Monthly KPI report, along with a Last Monthly KPI report that I created. Unfortunately the report as it stands is combining the current months totals with last years totals for the same month, so I've been trying to fix that. Here's the Query that I've been using, but all I receive is an ajax error: select count(wo.WORKORDERID) 'Total', (select count(wo.WORKORDERID) from WorkOrder wo left join WorkOrderStates wos on wo.WORKORDERID=wos.WORKORDERID left join
Assets scan pre-requisites.
Hi, I would like to know if you could send me out a paper or document with all the things it needs to be configured on a server(Linux and windows) before it can be successfully discovered by Service Desk Plus, like firewall ports, services installed or running. Thanks a lot for your help.
SLA - difference between responded and resolved
Hi, I would like to have more details about the difference between the repsonded time and resolved time in the SLA section. Does the escalation considered by default only the ticket with the status "open" or do we have to configure the SLA to check the status field? Here are some information about our setup: - All the ticket tickets are automatically assigned to a technician as soon a ticket is created. - We use only the status open, closed and on hold.
Hiding solutions
Is there a possibility to make solutions private or public as notes are? This question because we are using SD+ for almost a year and now we are planning to open the selfservice portal. When I evaluate the solutions entered by the technicians, there are some solutions that are not for the enduser but for the technical supportgroup. So is there a possibility to hide them? Best regards, Mark Flothmann
'Site' used in new tickets is wrong ?
I.e. user 'test' is assigned to 'Site' Dallas. User 'test' logs in and creates a ticket, it sets the site to 'Corporate' (which is the default if no one has a site). The site field is very important for us to know which office to call for a user, we have the correct information listed for each user but new tickets aren't being created this way. Help !
Man Hours Logged for Entire Year Report
I have a group called "Help Desk" that I'd like to run a report for the total Work Log hours entered for the entire year for all technicians. The problem is I have some techs that have moved on to other teams in IT and aren't in the Help Desk group anymore. Is there a report I can run that will capture time entered against that group regardless of current group membership?
Elapsed time = 0
Any idea why all my request's elapsed time = 0 (almost all) or negative numbers (few requests)?
Time Elapsed
What does Time Elasped include? ie Call is opened - Call is put on Hold - Call is taken off Hold - call is resolved - call is closed. Doers Time Elapsed include the Hold Time?
Report Needed Please
I am in need of a report that shows all requestors and technicians with the following fields: login name email address full nameThanks for your help!
Business Rules and Request Mode
We currently have all of our voicemails automatically emailed to ServiceDesk. I would like to have the option to have a business rule automatically assign those tickets to the "Phone Call" mode, but mode is not an option in the Business Rules. Is there a way to do this or can this feature be added? Thanks.
Using Groups vs. Technicians for Notifications?
Okay here is our scenario. We have a department of about 15 with a number of intern's so there is always turn over in the desktop support teams. What we have been trying to do is use Groups instead of the Technicians field on the ticket submission template to make it easier for our users to submit a ticket and ensure it gets to the appropriate party (since they dont necessarily know what user a ticket should be assigned to). We are also trying to get away from having to have the desktop team assign
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