Task report
Hi I want a report with these requirement Task | Department | Created Time | Subject it will help a lot Thanks in advance
Reports by Time of Day
Hi there, I am trying to run a report by time of day which would enable us to identify our busiest times of days and adjust our shift pattern accordingly. Looking for an output a bit like this: TIME # of TICKETs 9am 10 10am 23 11am 17 etc. Is this possible? if so how would I go about setting it up? Thanks, CH
Query Reports
Hi, I am looking for the below queries: 1.Total calls resolved today 2.Total calls open more than 3 days 3.Total calls open more than 5 days 4. Top ten items for all categories. E.g, If I have ten Categories, I want to see top 10 items under these categories. Thanks
What modification to a request is considered a 'response'?
Hello all, I've recently enabled the response SLA measure within our organisation (previously only using resolution). At what point is a request considered to be 'responded to'? What needs to be changed in the request? An example: A request logged by a user has been assigned to a technician, had it's priority set, and had a public note added, and it still breached the response SLA.. Many thanks!
Report of any technician who has handled a call
Hello I'd like to run a report which pulls out in .xls format details of logged requests where any technician has handled the request (we don't fill in the work log). ie their name appears somewhere on the History tab Essentially the type of data that I want to pull out is: title, description, priority, department, status, category(inc sub category and item), overdue flag, time spent, due by, created, completed Is there a report which already does this?
Search resolutions and notes
The one feature that I would really like to see added to ServiceDesk is to have the resolutions and notes included when performing a search of requests. As I mentioned in a previous request before the release of version 6, the description field is usually supplied by the users themselves or from our techs after an initial contact with the user. Because of this, the description is usually very general, like "my computer/application crashed" or "I'm getting an error message". It is generally only after
Global view - technician tried to view and now can't get back to My View
I've poked around and see that Global View is only available to Administrators, still. Now I have a technician who clicked on Global View and cannot get back to the My View screen because Home only displays a blank page. What does he need to do to restore his original view? And when will Global View be an option in Roles so we can allow those other than administrators access?
Take action when new ticket is submitted
I want to use SD+ to kick off a job flow in another system when a ticket is entered. Is there anyway to get the information from SD+ to interact with a 3rd party system? I know there is an API for getting information into SD+, but how about a way to get it out? Any ideas?
need useful report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
Report to compare Requests Closed and Time Spent
I have a Question for anyone that can help. I have been assigned the task to figure out the following: Tickets that were Created each quarter vs tickets that were closed. I also need to have a total time of the work logs on completed tickets that quarter. Can anyone help me create a custom query to get this information without running several different manual reports.
Email Notification notworking after Business Rules excecuted
Hi, I have created one business rule for trigger all incident ticket to be added to on group automatically, by choosing the Override request values with Business Rule values. And the rule is working well with auto added to group that i have trigger, but the problem is no email notification to technician that i have added inside Groups -> Send notification to group technician(s) when a new request is added to this group . But if I update ticket by choosing manually the Group, it have the notification
need a report
Hi I want a report with these requirement Technical | Site | Department | Year | Month | Total | Open | On Hold | Over Due | Closed it will help a lot Thanks in advance
GL Code Problems
After adding a number of GL Codes I am not able to modify the existing entries. I am also not able to do anything in the purchase screen as well. Because I coped the details for each GL Code from a spreadsheet, is it possible that I copied a hidden character that SDP has a problem with? How do I purge the list of GL Codes I have now and start over again?
slow responce from sdesk
I have sevice desk ver 7.0 data base is 2 years old and response time is about 45 sec moving from one page to another. - how do i solve this ? can i archive my old data ? if not what can be done to resolve ? please help Avis
Adding notes when reassigning to a different technician
Would like to propose/request a change when re-assigning a request to a different technician, to have an "Add Notes" field in the Request Details section, rather than having to reassign the request and then clicking on the 'Add Notes option within the toolbar. This would provide a much quicker option of adding notes to inform technicians of the status of the request or work already carried out. Thank you. Kind regards, Jon
ERROR: Attach a file + Open attached PDFs - SD+ v7019
Dear all, If I create a new request and attach a file I get the message finished with errors on site in the statusbar of ie...but the add attachment pop up (one with the browse button) doesn't disappear. But if I click onto add request the attachment is stored with the request. Anyway my main problem is following: When I attach a PDF file to a request and then try to open it I get the error message: File not found! If I rightclick onto the attachment and then click Save target as... SD+ is trying
Can you auto update call status on email reply receipt
Is there a way to automatically update the call status to "waiting for response" if you send out an email from SDP using the reply button? Alternatively if you receive a reply from a requester, can you auto-update the call status back to something else such as "response recieved"? This would make call views easier to manage if you were only worried about actioning tickets you had received replies to. Many thanks, Dean
Mass Change Status from Reports
Is it possible to mass change multiple requests from the report interface? We are trying to accomplish simple billing from ServiceDesk, and I would like to be able to change the status of all requests within a report from "Resolved" or "Closed" to "Billed" so as to ensure we don't accidentally bill twice for the same request. Is there a way to do this, or could something like this be implemented in the future? Thank you, LK
Error when creating Filters
Hi, I have error when I try to create my own filter in the Request Tab. The error message you can see in the attachment. I just checked and adding new filter works good from other stations. It looks the problem is in my PC, how can I add my own filters. Regards,
Why is "Close Ticket" link not working?
In my Acknowledge Requester by Email when a new request is received template, I am using the following content: -------------------------------------------- Dear $RequesterName, Helpdesk Ticket # $RequestId has been created with the following details: SUBJECT: $Title OPENED: $CreatedDate PRIORITY: $Priority You can view the status of your request with the URL below. Ticket #$RequestId: $RequestLink Please reply to this email with any updates to your request. Additionally, you may initiate the closure
Search is not searching resolutions
When you do a search for a keyword, it no longer seems to be picking up keywords in the resolution. We are pretty sure it worked before, but we just upgraded to 7012, and now it doesn't seem to be working. Search works, but it only seems to be picking up what is in the "request" field, but not the resolutions. Search has always been a little weak spot in the software, but this makes it really dysfunctional. Anyone else seeing this?
Issue in Assets tab
Hi! In Assets tab there is Workstation detected. But this is really Workstations + Servers. Please, see screenshot. Thanks.
Problem after SQL database restore
hello! i have 2 problems. firstly, i have error message durimg restoration, something like "cannot insert duplicate key in dbo.software", i fixed this with editing restoredata.bat (-Dsdp.restore.error.ignoretables=softwarelist). but now, i have some positions in assets->scanned software list, marked as "[Rendering Exception]", thay can't be deleted (apache error 500), and I can't do any backups now. how can i fix this problem?
NTLM Auth in FireFox and Chrome
Hello. I'm trying your solution with network.automatic-ntlm-auth.trusted-uris parameter. But here is one very big problem with security. Just for example - then you logout from SD and reopen it in FireFox, you will get an authentification window from FF. In wich you must type your domain login and password. So where is NTLM? Why I had to type it? FF must take it from my system by NTLM password hash. But using simple wireshark util I get nomber of http-packets with NTLM falses and as a resoult simple
requester ticket re-open
When a ticket is re-opened today it just lets the person that resolved the ticket know it was re-opened. The problem is that if this person leaves on vacation the ticket gets lost until he returns. So can this be changed or have an option to have the re-opened ticket changed to the "unassigned" list and have a flag on it of some sort so that the person/group that monitors the unassigned tickets know that it was re-opened ticket because it may have a higher priority with that companies SLA.
software management - new software
I get alerts on the prohibited software which is great, but you have to change a newly scanned software to the prohibited category to get the alert. So you have to always check the software list, which is a lot of babysitting and most of us don't have the time to remember to check this. But an alert would be helpful to us to let us know of something new that was found. So can you make an option with the new/unidentified software alert much like the preventive one?
Establishing Associations or Relationships Between existing data
Does anyone have experience creating relationship between two different sets of existing records in a batch/bulk mode using SQL tools? The situation at hand is that we have a number of workstations discovered by scans and a number of monitors loaded with the SDP csv import tool. I would like to establish a relationship between the two records (525 records total) so that it will appear in the "Relationships" tab one sees in Asset Home > Workstations > Asset Name. Does anyone have some advice on
Registered period has expired
We have not renewed our license with Service Desk Plus because our institution is forceing us to use Remedy. We had built up a decent little knowledge base and we want to be able to access that data, even if we can't create or maintain tickets or new knowledge base items. Is there a way to access this data, even if in read only form? Is it in a file somewhere? Thanks, Kevin
List of issues getting fixed for upcoming hotfix
Dear Users, Following are the list of issues that gets fixed in our upcoming hotfix. SD-28975 : Problem in starting the servicedesk plus if we have tables other than the default tables say systeminfoowner, systeminforequester or if any other systemtables present has been fixed. SD-26658 : When a request is created with resolved status, resolved notification is not getting sent to requester has been fixed. SD-28761 : User can able to view the private notes added by technicians in the history information.
Changing the Location path of images in solutions
Hello, I would link to know the MSSQL 2008 query to change the path of images in solutions as the server has been changed twice and the mojority of images no longer work. Here are 2 examples of the path that needs changing http://tlsopman:8080/inlineimages/WorkOrder/1842/0.jpg http://pfservdesk01:8080/inlineimages/workorder/1842/3.jpg There are 2 parts of the path that I need updated. I need to change the "host name" to "newserver:8080" and "workorder" to "WorkOrder". I have tried using the following
Pass login from a another website
I am Using forms to pass login info from our website to service desk but i am having a problems with the login this is my code i am using <form action="https://myserver.com/HomePage.do" method="post"> <p> Usernane: <input type=text name="username" > Password: <input type=password name="password" > <input type=hidden value="mydomain" name="DOMAIN_NAME" > <p align="right"> <input type=submit
Mass disable requesters
Is there a way to mass disable requesters from submitting new requests. We are a school and we stop servicing requests at a certain point so that we can begin end of year procedures etc... We typically notify users that we will not be servicing requests but it doesn't seem to matter. I want to be able to create requests as a technician but I don't want my standard users to create them until we start school back up in August.
searching requests by requester
I often have to look up the tickets by the requester's name. I know you can find one ticket that they are a requester of and then click on "action" and select "view requests by requester" and it shows was I need (open/close). The problem is that you have to go through the trouble of finding a ticket they submitted. So can you put this same "view request by requester" link on the requester information page. For Example, I search for the user on the quick search and change the "search in" to requester
Reset password, home page
I know this has been brought up as well but where does the reset password from the home page stand. This seems like a no brainer if one is NOT using AD integration.
Add CC list to a ticket
Hi, Is there any way to add a persistent CC list to a ticket? Currently, if I want updates to go to the Requester, + 3 other individuals, I have to manually enter the 3 x CC addresses each time I add an update. What I would like to see is a feature where a persistent CC list can be added to a ticket (and subsequently modified throughout the incident lifecycle), where all addresses on the list receive a copy of any updates. Having a trawl over the forums this seems to be a feature which has been requested
Just upgraded to 7606 and now it wont load
Dear sirs, I have just updated to 7606 of SDP and now it wont load. It says HTTP 400 Bad Request. Is there any way of getting this back running? This is kind of urgent as people will be using it tomorrow. Kind Regards Martin Storey
Report for Category
Hi I want to make report that showing all category,sub-category and items. Thanks in advance.
Importing Users from two different Domains
I am currently running SD+ 7603. All of my requesters are imported via AD from a single domain. I have been asked to import another group of requesters from a different domain within our organization. The domain shows up in the Domain List inside of SD+ but when I attempt to import requesters from AD I get a "General Failure" error. Both Domains are located inside of our organization and the networks are open to all traffic. Does anyone have any ideas on why SD+ won't let me import requesters
Reports Don't Work - 7606
Hi, I have updated to version 7606 of the service desk. The upgrade took over 1 hour as the reports directory seemed to get cleared out. Now reports don't work at all, with the error message below being shown in a popup box. I have sent this and support file to the support mail address but am hoping for a quick workaround. We use reports daily to report to managers etc. Can a workaround please be given? Message Dear user, Unable to generate the report, So please contact servicedesk support for further
Inline images and servicedesk
Hi, I have users using servicedesk 7.6.5 who send requests by c/p screenshots into outlook 2003. All emails in servicedesk arrive with a winmail.dat attachement instead of the image. By tracking down the problem, it seems it exists in servicedesk, as forwarding every mail from the helpdesk inbox display the image property. Sending an email to our supportcenter works as well. It seems only their servicedesk strips images to replace them with winmail.dat instead. I double checked that their sending
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