Receive notifications automatically of software installed on machines
In SD+ is there a way to configure an email notification when a software is installed on a computer? Thanks J
Default Request
We've just noticed that the Vendor field in the default request form is defaulting to one of our vendors. When I try to change this in the default request in Admin, it keeps reverting back to the vendor. I am logged in as Administrator when trying to make the change
Personalized Signature
When I add a personalized signature in SD+, my signature is applied to the very bottom of every conversation thread. Why isn't the signature applied to the top of each thread, with the cursor placed just above that... like any normal email application? Thanks- Marc
Chang PO To PR
Is it possible to change the Purchase Oder title to Purchase Requisition? My accounting department would rather it said PR.
Unassinged requests and updates from users.
Hello, When a new request is submitted to SDP I have a list of users who get notified. At that time generally the ticket is assigned and any updates are sent to the specifically assigned technician. If the ticket gets an update before it is assigned no notification is sent to anybody. Can un-assigned tickets that receive updates from users send the update to a list of users the same way new tickets generate a automatic e-mail? I know the icon turns red but as a manager with a blackberry I would like
Using Templates from email notification
How can I ensure a specific template is used when issues are logged from a particular email address
how to create a testing sever for the upgrade testing
how to create a testing sever for the upgrade testing? Thanks Hassan
Other Asset Reports
I want to be able to report on my other assets besides workstations and servers. For example, I have 15 switches with Serial Numbers, warranty information, IP information and location that I'd like to report on or at least export.
Make software reports more useful
Currently software reports are less than useful because they generate large amounts of duplicate information, such as listing the publisher for a piece of software which has 500 entries. At the same time, useful unique information such as which workstation is this software on and who owns the asset, are not available. I propose that information which allows the identification of location and owner be made available to software reports.
Additinal search capabilities: Notes, Conversations, and Boolean operators
Add ability to search Conversations and Notes. Add Boolean operators (AND and OR) to Search capabilities. As a helpdesk system, I need to be able to search any field in the database simply, not through an SQL query. When I search for "Excel", I want any request that has "Excel" in the title, description, notes, conversation, or resolution. I also want it case-insensitive, so that it finds "excel" and "EXCEL" and "ExcEL". I want the option of searching for multiple keywords, such as "Excel"
Search in request notes
Service Desk currently does not search through request notes or the time spent description fields.. This is very important for us as we need to find requests by using this method. regards - glen
search function for solutions
hello we are evaluating the SD tool for our heldpdesk. so far we would say it is a great tool! but we have also a smal (hope so) problem. we have now entered some solutions but we can't find all of them with the search function. If we browse the solutionsDB we can find them but they do not show up with the search engine! we tried with keywords and just som words out from the text. can someone help us - maybe, had someone expirieced the same problem?
Search the Resolution area
Is there any way to search on the Resolution? If yes, how? If not, we need to get our Solutions database up and running. Our old helpdesk software did not have a solution area, which means we have no solutions. Can solutions be imported from a file (like requests)? If yes, please advise what I need to do along with the import file layout. Thanks, Joel
Add list of pre-approved changes
Hi I'm new to ServiceDesk Plus and am trying to set up a list of pre-approved changes in the system for people to pick from... Will I have to set these up as Request Templates and have people log service requests then pick one or is there another way? Many thanks Steph..
How to install 2 Services Desk Plus Application in to one server?
Hi, Currently I want to separate SDP in to 2 systems with difference data and structure. I tried to install another SDP in same server that currently running, but it always ask for uninstall the currently running. Do you have any solution for this issue? Regards, SOPHAL
Parameter reports
Hi, is there any way i can produce a report with a parameter query. I have produced this report from the time spent module and would like to let the user select a time period i.e. date from - to SELECT ti.FIRST_NAME "Assigned Technician",wo.WORKORDERID "Request ID",qd.QUEUENAME "Group",ti.FIRST_NAME "Assigned Technician",cd.CATEGORYNAME "Category",scd.NAME "Sub Category",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",pd.PRIORITYNAME "Priority",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.RESPONDEDTIME)
Duplicated workstation/server entries appear in unassigned licenses
Have added software MS Exchange and the number of licenses we have purchased. However, there are duplication entries for workstations/servers in unlicensed installations. This is causing us to look as if we are out of compliance. Any ideas?
requester notification via e-mail only when mode e-mail
How I can send e-mail notification only requester that create request via e-mail and don't send email notification to other requester (telephone and other)
Business Rules - an explanation please
With the new multi layered and cascading Business Rules we are finding that what was working fine no longer works in the same way. We thought that after some support from the SD+ team that we understood what was now happening but it doesn't appear to be so. We use Business Rules (at the moment) only for filtering incoming emails and we had about 15 Business Rules that worked like a conveyor belt, i.e. each time an email found a match/fit within a rule it was handled accordingly and nothing further
Enhanced information about pending replies on requests
Can you look at enhancing the requests page so we can see the number of replies that are on a ticket since the last outbound communication. So 1 green, 1 red, 1 Green , 2 red would result in a (2) next to the red evelope on the request list screen. Also with that the AGE of the reply against the last outbound. Guess date and time is easiest to show here ( as anything else becomes subjective for everyone - minutes , hrs, days etc some would find minutes important , others a few days don't matter )
Closing Notifications for Groups
How I can send notifications to all members of a group when closing a ticket?. I'm testing the 7507 version. Actually this notifications are only for requesters. Regards, Pablo.
Purchase Orders = Assets
When completing a Purchase Order you can receive items when they arrive. Is there a way to NOT allow the system to enter those items into Inventory/Assets? We are starting to really fill up our Assets with junk that we have no intention of tracking. I know I can go in after receiving the items and just delete them but I would rather have the option to just not have them go into Assets at all. Is this possible???
Problems with upgrade from 7514 to 7600
Problems with upgrade from 7514 to 7600, after completion of the backup procedure of the tool updatemanager abort the installation, following in the notes on the error log.
Downtime tracking with ServiceDeskPlus? Did anyone try this yet?
We are brainstorming about wether we could use SDP+ to track down time of applications, servers etc. Anyone tried this yet, and if yes, how? Thank you. Jerry Klein
Understanding Sites
Hi! I want to understand using of Sites in SD. I'm working in organisation, that have some sattelites. So, most requests are coming from Head organisation (I'll name it A), and some from sattelites. So I created Site for our sattelite. Do I need to do the same for the A? For example in Configuration => Departments I can see Departments for "Default Settings" (Head) and for sattelite. Does this correct? Do I need to creat standalone Site for Head office? Or may be there is a faq for my quiestions?
Mapping requesters to specific request templates
Is there any way of mapping requesters to a specific request templates in ServiceDesk Plus so they automatically get that specific template when they log in with their credentials? Thanks in advance.
Technician can't see requests created
Hi, i'm new in this soft, to day, a technician tell me: I can't see a request created for attend my computer ! In our config, a technician only can see the requests assigned to him, but how can I do for he can see the requests created on his name as requester ? Thanks for help...
Adding software license asset error.
hi there, I've just tried entering a new software asset by clicking on 'Actions, Add software license' from within a scanned software asset. After entering all the details, I get this: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Cannot find bean vendorList in scope request org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Upgrade SDP
Dear All, please i need your help with urgent thing... i install the beta 7.6.0 build 7591 on my production so now i want to download the release 7.6.0 build 7603 i try it but i can't restore the data if i have new installation when i try to uprade it can't please how i can upgrade from this build to that build need your help need manageengine support help i am sure there is a way to do this upgrade... Thanks Alaa
Report Request - All Activity in a day
Hello - Hoping someone can help. Has a query been created, or could one be created to track all activity in all tickets in service desk for the current day? This is a report I have to run at the end of each day - this should include everything, ie new tickets being open, ticket assignments, notes being added, tickets being resolved/closed/assigned, etc. Thanks in advance.
help me understand history of a call terms
I am running the latest SDP build. When I view history of a call I see: Status changed from Open to on hold Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM ISAFTEROVERDUE changed from None to waiting on user to do something What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date). When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use
Issue with 'Jump to' feature
I have OpManager installed; however, I don't see anywhere to configure the 'Jump to' link to connect... The link for OpManager points back to SDPlus:port Thoughts?
Windows and Network Scan
I appreciate this topic has come up again and again, but I havent found the answer yet. I have run a number of Windows scans which picks up may 50% of the workstations/laptops and servers in the environment. The other ones we get DCOM errors or a cant connect error. If i run the network scan, it picks up lots more machines, but the erros remain. For example it cannot pick up my machine. Firewall is disabled via GPO, and i have run both the vbs scripts supplied in raised admin rights, but still nothing.
Customising Change control template
Hi, I'm just wondering if there is a way to or any plans to allow Administrators to customise the Change Control Template as you can with the Request Template ? Kind regards, Damian
Leased Asset Dates disappear when asset returned to In Store
Hi, we've just started expanding the use of the asset management function and the lease dates are key for our business. We're using Version 7.5.0 build 7504 and I've noticed that the leasing dates disappears when returning it to In Store. This was raised in Oct-2007 (topic: Leased Assets - How to keep record of lease) with the response that it was being added to the next release. Just wondering if this issue has been fixed? I've searched through enhancements and fix documentation of subsequent
email notifications in CMR, history
Gents, I would like to see the following things in the future releases: 1. Approval History in Change Requests (CMR) No way to know, what were submitted. 2. A lot of things are not added to history in Requests/Problems/CMR: I mean email notifications to user, submitted recommendations for approval, approval history, etc Any changes must be added to history It should be easy fixed 3. !!! Very important Email notification to Requestor, when technician is closed a task in CMR Requestor doesn't know,
Attachment limits
I understand there is a 10 MB attachment limit, however, is there a limit to how many attachments can be added to a work order...size of files being and how many attachments can be added to one request? I am receiving issues when a pdf with 31 KB is added it states "Maximum size of an attachment can be 10MB". This particular one has 2 attachments on the work order itself and 6 more attachments to the Conversation on the work order.
Request for Report
Hi, In SD 7.5 I need to draw a report showing computername+last login (user). It' doesn't seem that the "last logged in" field can be chosen when designing a custom report. How would the Query be in MySQL? /Regards
Associated Requester site not filled in new request created with the API
Since upgrading to the new 7602 release, every new requests created with the API don't have any site specified. It used to automatically associate the newly created request site with the requester's site, and now it does not anymore. Anyone having the same issue? Anyone found a solution for this? Thanks in advance
Probleme when deleting Sites
I am running SDPlus 7604 with MSSQL 2005 I have lot of Sites I want to delete. When trying to delete I get a message that it is used by another Module. I have tried to find those dependencies, but still I get this message. How can I get these Sites deleted?
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