Scheduled reports issues (.pdf blank, .html not showing logo)
We are trying to produce a scheduled report to send to automatically send to our business partners, but we can't seem to get it working right when we schedule it. When we generate once, everything looks fine. When we schedule .pdf version, the .pdf attachment is blank. When we schedule .html version, we get data, but the logo we use does not come through. What information do you need from me to help us figure out this issue?
How to enable E-mail to Request Feature in SDP version 7605?
I have recently updated the SDP version 7605. I have integrated this with OpManager build 8051 but it is not getting automated ticket alerts in SDP, however OpManager notification profiles are properly configured. please guide me the solution. Shah
Merging Requests
When two users submit similar requests that get merged, can both users be notified when the ticket is closed?
Training tracker
It would be a great feature to have a Training tracker for IT training. We currently track our in-house training sessions that we conduct on a spreadsheet. Leveraging the helpdesk, we could compare helpdesk requests against training attended to determine training needs. Views - Dashboard of monthly and yearly tracking matrix of employees and attendance records by session. - Color code for non-attendance, unavailable to attend, attended - Option to post announcement when adding a new training session
Report outlining categories and respective SLA agreements and escalation definitions
Is there a way to pull this info into a report in the software (by doing a query)? We need to have a "mapping" of the categories, subcategories, items in consjunction with the respective SLAs (including escalation response times and escalation responsible individuals).
Enhancement to Software License
Would like to have the ability to add attachments within New Software License similar to how you can within New Contract. Running version 7.6.0 build 7604 LG
Contract owners defaults to person who enters the contract in
Enhancement to allow the ability to change the "Owner" of the contract. By default, the person entering a new contract in becomes the "Owner" and cannot change within the current system. Running version 7.6.0 build 7604 LG
OPM Log A Ticket to SDP
Dear all, We have successfully integrated OPM 7205 with SDP 7506. We also created "Log A Ticket" notification profiles inside OPM to generate SDP tickets automatically when servers/services down. We can choose the Category, Priority and Technician during the profile creation and related tickets can be generated successfully into SDP. However, the corresponding "Requests" logged at SDP were "unassigned". All the 3 fields (Category, Priority and Technician) we pre-defined at OPM profile are "unassigned".
SSL Certificate
Hello! I want to publish my service desk portal in our network over https. And now i have a question: how to add my SSL certificate to Service Desk Engine?
Wants delete all PO, Product Type & Product
I m using version (7014) and wants to delete all POs, Product Type & Product. Please guide me abt how to do it? Thanks Hina
unable to mail reports
I am unable to send scheduled reports. All my email settings are correct but still not working. it used to work before but not now. No changes have been made.. please help me out..
MySQl to SQL migration
Can anyone advise how to do the above for ServiceDesk Plus please?
Logical delete?!!
Hi It seems that when the Delete option is used the record is physically deleted from the Database.. is that correct or am i missing something? If that is the case can i suggest that is changed to a logical delete where a flag is set to deleted in the database but the record continues to exist. This will mean the ticket key is maintained in the database with no holes yet those tickets that have been 'deleted' are no longer visible in reporting or the system. While the need to delete tickets
Report on Workstations without PO
Hi! SD 7.6, MS SQL Please, how modify this reports to add users name to workstations? select WORKSTATIONNAME from SystemInfo where WORKSTATIONID NOT IN(select distinct WORKSTATIONID from SoftwareInfo sinfo LEFT JOIN SoftwareList slist ON sinfo.SOFTWAREID=slist.SOFTWAREID where SOFTWARENAME='symantec endpoint protection client') GROUP BY WORKSTATIONNAME Change 'symantec endpoint protection client' to soft you needed.
Upgrade from 7022 Build-to-7500
Hi, We upgrade the 7021 build in a test environment to 7022. Nothing wrong and update was successfull. While we are upgrading to 7500 build, an update problem occurred as you will see in the log. I think problem arises while altering tables, i.e a database issuei but i am not sure. Regards.
Possible Bug - Notes Get Duplicated With Spacebar
After adding and saving a Note--> hit the spacebar on your keyboard--> the note gets duplicated as many times as you hit the spacebar. Is this a bug or a feature?
MacOSX asset scanning
Hi, i have SSH and Remote Login enabled (firewall is off) but i could not get any information from system. I get this message "Connection to RPC server in the workstation failed." We are running SDP 7.5.0 Build 7512
Time
Is time stored as unix time?
Requesters groupped by companies & other
Would it be possible to have my requesters groupped into different companies? Also, for different companies i'd like to create different request categories. We are a retailer/service providers for several companies, and would like to use SDP to handle incomming HW and printer repair and maintenance requests from company A, software and hardware failure/error reports from company B and some general printer supply ordering and maintenance requests from company C. However i don't want company B to see
Edit "Requester Details" in Request templates
Hello How do I remove "Contact number" and "Department" from "Requester details" in our request templates? We do not have these informations in our AD so the fields are blank. And our users do not understand why they can not write in them. So we just want to remove them. Thank you. Peter
Request filter issues
Hi Clarity on filters in request. (logged in as a technician) The 'My ... request' type filters... do they mean those requests assigned to me as a technician or those requests i have requested? Thanks Steph..
Importing 2 assets with the same name
Hi! I have 2 workstation that named with the rules of our enterprise standart. They have identical names because placed in diffirent locations When I import them from xml scan from the standalone scan they are update each other. How can I import them in SD? It's rather important to save their orginal naming... What I need to do?
Query for Technician
hi all, i need a query for a list of Technician. how i can do this? Bruno Soares
concurrent users at a time
concurrent users at a time
Move items out of "Admin"
I think that both Vendors and Preventative Maintenance should be moved out of Admin. It would be helpful to allow certain technicians to access these items without making them an administrator over the entire system. At least the ability to view vendors would be an important request, so that knowledge would be available.
UNIX Support
I have downloaded and installed trial version of Servicedeskplus. When trying to add a IBM AIX m/c the scan fails saying connection to the RPC server failed. I tried giving local credentials, still the same error. Does ServiceDesk Plus support UNIX ?
Active Directory OR LDAP - eval...
I am evaluating this product, and have a showstopper of an issue: I would like to use LDAP or Active Directory - whichever one can meet my needs, but Active Directory isn't working right. I am not the domain admin for our domain, and our admins will not add ServiceDesk to use single sign on. Please don't suggest that as an option :) So I tried just choosing the Enable Active Directory Authentication option. This allows people to login even if their account isn't created already as a requester,
Assigning Software Licences - Sites issue
With the introduction of Sites to the system it seems all assets have to be in a site to get a software licence assigned to them. Is that correct? When I show list of assets with a particular software title on the ALL SITES selection at the top of the screen shows a nice list. However I can't allocate the licence to any of them as none of the assets are associated to a site. At this stage I don't care WHERE the asset is, I just want to assign the licence to it. So HOW do I do this quickly, I think
Have ServiceDesk not reply to 'noreply@' email addresses
Hello, We use servicedesk to merge data from vendors. Sometimes those emails come from an email address called 'noreply@vendor.com'. Servicedesk then tries to email back 'noreply@' and the email bounces and that creates another ticket. Is there a way to have servicedesk accept emails but not send emails to 'noreply' addresses?
Asset check out Receipt
I think it would be a good idea to be able to print a check out receipt when you assign an asset to a user. We have our users physically sign and agree that they did in fact receive computer #1234 when we gave it to them. We have encountered issues where people deny receiving equipment and we didn’t have any written confirmation from the user that he/she did receive the machine. Also the ability to input a custom service agreement in the receipt would be a added bonus so that I wouldn’t have
Change Management Enhancements
Within Change, when adding CAB members either have a button to select all or as a default have all the CAB members selected. Thanks! LG
Servicesk Plus Crash !
Dear all , i'm using ServiceDesk Plus Version : 7.5.0 Build 7509 on window 2003 , sometime have crash ( every week , on Saturday or Sunday ) , in log on window , i have some information on Application Log ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 174 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' on 1:01 AM and 1:36AM ServiceDesk is down How to fix it ?
is it possible to assign more than one technician to a request?
Some time we need to assign more than one technician to respond and solve a request.
work log and tasks
Hello, we are required to record work flow activity weekly. I know the tickets have the option for imputing time spent on incident. Not all activity is responding to tickets. Some are task based activities. Can we use the task feature to also account for time spent? It is my responsibilty to generate techician activity reports for management. Thanks
Reports
Hello, I need some assistance creating reports. I would like to create reports based on time spent on tickets and closed dates. Specifically, I want to be able to know how long a technician spent of requests by specific dates. For example, a how many hours did tech A spend on requests from say March 15 through April 9th. Thanks
How to know the number of IT Asset
How to know the number of IT Asset whom we can again register(record) in ServiceDesk with regard to our license.
API Parameter
hi Is it possible to add new custom fields in a site ? If yes, is it possible to add new parameters in the API "AddSite" to learn these new fields ? Thank's
Upcoming Features?
We are currently evaluating service desk plus and would like to know if any of the following are planned for future releases: We would like to link tasks together into a project list, with the ability to assign each task to a different technician. Tasks may be done independently, or be dependent on a previous task in the project. We would like to be able to calculate the time estimate (hours and calendar) for each task and total it for the project, and see totals for each technician. The project
Notifications are not working
Hello, We have problems with notifications, or we just can't get it right! We checked all notifications but when a requester is replying to a ticket the technician is not getting any reply, instead the requester gets notified that he made a reply which is stupid. I (the requester) made the reply, why should I (the requester) get a notification that i made a reply ?! Why aren't there custom notifications, per site. Because, lets say for an instance that we have two or more sites, how can we handle
SD+ and external reporting/BI tools
Hello, I'm working on some dashboards to create real time reports directly from the SD+ database. I'm using Tableau for this, but anyone with experience from other tools or knowledge of the database layout should be able to help me. One of the first things I run into is that I have WORKORDERID entries which are not returned when I use the internal SD+ reporting tool, but that are included when I query the db directly. It appears that all these entries are replies or forwards on messages that already
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