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
SDP Archiving Details?
I've been through all of the documentation I can find in regards to SP archiving, but it seems that there's no indication of what actually happens when you enable archiving/archive a request. Can we get an update on what happens during this magical process? What happens in the DB? What happens to any file attachments? What happens when a customers uses the portal to track their requests? Some documentation on this feature would be appreciated. Michael
Seperation of duties - Tool Management versus Super user
Hello, Hopefully my issue is due to my lack of deep understanding of SDP, however, I'm not sure it is. It appears to me that because of the nature of the activities available in different Roles in SDP, that it is impossible to separate out the tool administrators from the super-users. There are features that a super-user of the tool would want that they can only get by assigning the SDAdmin role. The problem is that this role allows the super-user to have tool administrator rights as well. Features
Using Business rules to change status
I am having an issue with business rules that I hope someone can help me with. I am using the trial version of service desk plus build 5003 and I am very impressed with it so far. I am trying to change the status to a custom status, "Pending Assignment", when a request comes in to the help desk. I have a business rule defined as follows: When a request arrives, match the following criteria: Mode is "E-mail" or "Phone" or "Web Form" Perform these actions: Change status to "Pending Assignment" yet,
how to change the admin password
hi there, how can i reset the admin password, there is no option under the admin profile thanks
How to change ID request number
Hi all! We are going migrate our old SD to SD+ and we need run 2 SD simultaneously. For this purpose we need to mannualy assign ID request field or change it. Is it possible ? Thanks in advance.
ServiceDesk Plus Pre-Requisites
Can anyone tell me, what are the server/OS pre-requisites for ServiceDesk Plus Standard Edition? I.E.. server spec, CPU, RAM, Disk, Physical/Virtual, OS version etc.
Change Management Enhancement Request
1. Have the ability to (change or filter) customized views within Change Management 2. To have the ability to not only pull down peoples name but DL list for Send Notifications from within the Change Request. LG
Change domain of existing technician
I'm preparing to migrate the server our ServiceDeskPlus is hosted on onto a new domain, but I'm having an issue with the technician accounts. The move (on a VM copy of the server) is successful, I've added the new domain and successfully scanned it, it's even got my user account associated with the new domain, so I get single sign on as a technician, but all the other technicians are showing as associated with the old domain. I don't want to create new logins and move cases over if I can avoid it,
Personalized Signature
I've found that if I add a personalized signature, every time I reply to a conversation the signature is applied to the very bottom of the thread. Why isn't the signature applied to the top of the thread and the cursor placed just above it?
Workstation Software Report
Is there a way to create a report for managed software and list all the workstations that have that software installed on with a total in a tabular report?
Create a workstation summary report filter and group by a particular software vendor or type
I tried to create a workstation summary report filter and group by a particular software vendor or type. The closet report that I can generate is using the the software information sub report under the software summary report to filter by the software name. However, I don't like the default report format provided by this report. The workstation is listed on the top. If I export the data to a csv file, I need to reformat the data so I can get the workstation information listed side by side with
Problems managing Non Windows Assets like Printers/Thinclients (IP and MAC)
Hello, we are using SD+ 7.6.0 Build 7611 and would like to manage all our Assets like Printers and ThinClients. The MAC-Adress of the non-windows Clients is a very imortant feature for us because we use 802.1x for Network Security and our Thinclients have to authenticate per MAC-Adress. So the MAC-Management is a feature we would use in all Assets. Is there an Option to use the default fields from Database in the Printer-Definition or Thinclients-Definition to show the Mac and IP editable on screen
Query for request which was overdue before due time changed
Hello, We have such problem when HD workers changing due time after request starts to be overdue, and we cant see this requests in overdue report becouse of this. How can we make a query, is it possible?
Help with a MySQL query
I could use some help with a MySQL query from the SD+ Support crew. I would like to... Add a "Request ID" column as the first column in this report Change it from "Requests Completed Last Week" to "Surveys Completed Last Week" Below is the query as it stands today. Please reply with any an updated query including the changes I've described above. SELECT MAX(wo.TITLE) "Subject",MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%M-%Y %k:%i')"Created Time",DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%M-%Y
Robo no reset password
Hi My service desk plus is not reset password with robot tecnico my license was buying robo technical Help my please!!!!!
Robo Password Reset Tool
We have auto notification setup to generate an email to requester and techs when new requests are entered... also when closed. There is one particular item that I would like to NOT generate any emails back to the user or to the techs and that is a ROBOPASSWORD RESET. There is no point in emailing the user when their account is locked, and by the time their password is reset, the case is already closed, so no point in them receiving a completed email either. Also we don't want it notifying all
Add additional print options for Print Customizer
The Print Customizer under Actions, Print Preview is a nice feature but I'd like to also see an Approval Status check box to be able to capture who it was that approved the request along with time and date stamp. I use the Print feature often to submit proof of process followed during Sarbanes Oxley audits and to managers when they inquire about who approved a request. Is it possible to add an Approval Status check box and include the Approver, time and date stamp and any comments from the approver
no edit description by technical in advanced functions
How I can change the permission to no edit the description by the technical. Thanks, Christian
Changing the title of a report
I have a custom report that I use on a daily basis but the title is 'untitled'. How do I change this so it is something useful? I am using mysql as the database. Thanks Shaun
Next Page