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
Deleted ServiceDesk Plus program files
Hi, By mistake I have deleted some of the ServiceDesk program files, ServiceDesk still seems to be working except I cannot write any notes on calls, when I click on Add Notes I see this at the bottom of the webpage 'Javascript: Void(0)' whereas the others actual link to something. I am just worried if I restart the server it won't start back up again because of the missing system files. I do have backups of our data and I just wanted to know if there is a way I can repair the installation instead
Can I update status of ticket through email?
I am looking for option to change Ticket status through email. Is it possible
Service desk plus 7.6.0 crashing only in "inventory"?
well, i have manage engine service desk plus 7.6.0 installed in an old server but it was fine until yesterday i couldn't browse correctly the application and i had to restart the service just to move from one section to another.After few hours it crashed completely with the message from apache tomcat: No ManagedConnection available within configured blocking timeout. i rebooted the server it went well but i have always the same probleme with only one page what is "inventory"(if i click on it it
SNMP Manager Porting
Hi there, I am looking for a SNMP manager, which will run on an Embedded Device. I could see documents related to porting Agents to different platforms. Is the same possible with the Manager also, Pls provide some related links if possible. Any alternate suggestions will also be helpful. Regards, Nakul
requester allowed to view department requests reverting back to only able to see their own
Several requesters are configured to: Requester allowed to view Show only their own requests. Show all their Department requests. Show all their Site requests. However these are reverting back to show only their own requests on a regular basis. What could be causing this?
Help with this Report Query
I am trying to generate a custom query report that groups Requests by Template ID and Status. I am new to MySQL, so any help is appreciated. Below is my attempt. SELECT rtl.templatename "Template Name",std.STATUSNAME "Request Status",wo.WORKORDERID "Request ID",mdd.MODENAME "Request Mode",dpt.DEPTNAME "Department",ti.FIRST_NAME "Technician",sinfo.WORKSTATIONNAME "Workstation",std.STATUSNAME "Request Status",longtodate(wo.CREATEDTIME) "Created Time",wo.TITLE "Subject" FROM requesttemplate_list rtl
White Screeen when opening brower/Domain controller...
I have an issue with Servicedesk 7514, I know what the problem is I just need to know how to fix it.... Basically the domain controller that our ServiceDesk install uses to auth into AD is no longer a DC as it was having a lot of problems so I removed it, that has caused other problems with other services which have all been fixed, except for SD. So my question is, where in the SD install/dbase is the declaration for the domain controller so I can change it in the backend and get it running again....
The co-workers want a filter which shows only requests ' Resolved '
The co-workers want a filter which shows only requests ' Resolved '. How to make, because the existent filter shows the requests which are ' Resolved ' and ' Closed '.
Asset Report
I would like a Custom Asset Report including the Asset Name, User, and Resource Type. Would this be possible?
ServiceDesk Plus web server hosted
Hi there, I understand that ServiceDesk Plus can be uploaded via ftp to one's own website. Therefore, would you please clarfify if the whole folder ServiceDesk needs to be uploaded ? It is rather large and would take about 230mgs... Many thanks for your help Trevor
Date format
I've got page by page for every configuration that is available and no where can I find one of the most rudimentary selections.... How to display the date. For example, in the requests display page, the dates are displayed as Day-Month-Year Time While that's fine for my European brothers, I just looks wrong to me and I'm sorry but I want it to be displayed the standard American way of Month-Day-Year Time Am I missing something here or is it hard coded to display it one way and one way only?
Problem of service-back sequence
Dears, We are still using 7020 and the latest is 7604 and what push me back that I need to apply about 4 sequence of update before getting to the latest. We are used by many company that we can apply the latest batch which will have all the update for that major version. If the operation of the batches is very safe, then it would be somehow acceptable, but from my previous experience not always. I hope there will be a solution for this. Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
Preventive Maintenance Task - Monthly schedule by weekday
Hi, We would like to schedule Preventive Maintenance Tasks to occur e.g. 1st Monday of every month. Currently (7604), it seems that monthly schedule only contains schedules according to date (e.g. 1st of January) but not a weekday (e.g. Monday). We would find this kind of feature wery useful as it is used a lot in other places to schedule tasks. Is there a way to do this with SD+ or do you have plans to add this feature in the near future? /lakend
Reports - Reopened Requests
Searching for ways to report on quality achieved by our Service Desk staff, I am struggling to obtain the following type of information: Re-Opened Requests Re-Opened Requests by Group Re-Opened Requests by Agent Re-Opened Requests by Requester I'd like to be able to pull up information summarizing the requests between any period (Day, Week, Month, Year, All) and Drill down to see why any request was re-opened. It would be useful to be able to get this information in order to root cause the
Failure to register a user in Customer Portal
hi all I have configured email setting up in admin, and I register a user in Customer Portal, I got FAILURE : Mail Server Settings are not yet Configured. Please Contact Administrator I tried to submit a ticket in Customer Portal, it is OK, I can get in administrator area, so I think that my email setting is correct. Could you help me to fix my error? Thanks in advance.
Request Template - Date/Time auto fill in
Hi, is it possible in v7.6.0 Build 760 to change a date field of the default request template, so that date and time is automatically filled in to the current time. thx, Guan
Anyone know how to hide or remove the quick create section on the landing page?
We really want to hide or remove this on the site for all users: Quick Create - New Request Requester Name * : Request Title * : Description : Add more Details >>
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