Ability to assign GUI language based on location/user groups
I would like to see a feature for assigning SDP GUI language based on site location and individual user groups from the admin console. Thanks.
Purchase Order Assign Scaned Assets
I have a questions regarding the PO module. When you fill out a PO, approve it you can receive the assets. This creates an asset called "Computer - PO #1" for example. But, then you put the new asset onto the network, and it gets scanned, now there are two entries in the asset list, one from the PO, and one from when it scanned the actual asset. My Question, how to I get these to be the same asset. I would like to have the PO attached to the asset but I need the details. I am sure I am just doing
Sort multiple columns at once
Hi, I didn't see this feature in the forms and haven't seen the ability to do it in the app. It would be nice if you could sort multiple columns at once. As an example, sort by priority and then by requester.
Creating request - technician prompted to add requester after picking from list!
Seeing some strange behaviour when creating requests relating to the requestor. The technician creates the request and selects the requestor from the list, which is imported from 2 AD domains. On selecting the dept , telephone are copied into the request as expected. When they SAVE the request they are advised that the requestor doesn't exist and do they want to add it. That is wrong. Any idea why this can occur? Windows 2003 platform with SQL 2008 backend. IE6 as browser on XP SP2 It has been working
Additional fields to sites
Would it be possible to have additional fields on sites form? Such there is on reguested - additional fields, technican - additional fields. We would need additional such as cost center information, and other information that is releated our need for each site. Other is Internal location code, company hierrachy code etc. If it possible when it would be possible to be avaible on software? Regards Tommi
SQL vs Windows authentication
Just wanted to know if Service Desk has any plans to allow Windows Only SQL authentication? My organization last year went Windows only and this is a major issue seeing how Service Desk has to use SQL authentication.
Self service portal
How do i get that option to work,where is the software for that option.
Installation process of Qengine
Hello, I am new to this tool and i wanted to ask u the guide for installation for trail version and also the customer support provided for the trail version. Regards, Aravinda
heyyyyy
I am 3year computer science student in Ethiopia @ harmay university, now I am ready to develop helpdesk software, I hope u will advice me , here is my quotation!!! 1. To develop helpdesk software what type language is preferable (esp in we based ) With Regrds, Biruk W/A
Make the REASON on a request more visible
When ever a change is actioned on a Request a Reason is asked for. This is entered into the History tab. What I'd like to see is this reason pulled out into a more visible place, either another tab or a button that appears like the NOTES button does. It should have a number on it to indicate the numbers of reasons against a request. The test would remain in the History, but also be shown on it's own on the Button/Tab. That way the service desk team can quickly see the reasons entered against a request
Modifying and Then Moving Templates
I have a QA servicedesk server setup so that we can have a helpdesk staff member work on creating custom templates and request forms. We set up a seperate server as we cant afford any kind of interruption to service. My question is, once we get a handful of templates configured the way we want, how do we get them moved from the dev/qa server into the production server? Thanks
Hiding the "More Assets" box for requesters
Dears, We would like to hide the assets from site to site, i.e. a user of a site does not see the assets of other sites but only the assets owned by the user or owned by the department of the user or owned by the site. When the assets are assigned to departments or users, then still the user can select assets using the "More Assets" box and selecting "Assets by type -> All assets". My question: is there any way to prevent this? Thanks in advance Erik
Compulsory field
Could you let me know where or how do I make "description" a compulsory field for when the end users are logging a call via a web page. MY SDP Version : 7.5.0 Build 7506
How to genrate trouble tiket id?
Hi, I want to generate automatically Trouble ticket number during Request creation process.Please explain the process if any as currently it just create request id in series starting from 0 .
How to automate request escalation between technician groups?
Hi! In SD+ 7.5 a request can be escalated to only one group at a time. Is there any way how we can manage the situation (for example when a requester is leaving the company) where a ticket has to be put through a process where one group does it's part, the the other does it's own and so on and finally the last group (IT invoicing group) closes the invoicing from requester and closes the request. With current configuration our technicians have to remember where to escalate the request next when they
Custom Views
Whenever I try to save a custom view I get an error .. It had worked up until today.. nothing has been changed on the server.. once this error occurs, the view no longer appears in the drop down menu in the requests view type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Invalid Table alias mmInfo specified org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
SD+ 7 Build 7502 /j_security_check problem
When attempting login, I receive a reoccurring blank browser with the url of (ip address).(domain name).com/j_security_check. After looking into servicedesk log (serverout0) it reports errors: [07:20:08:683]|[12-18-2008]|[com.adventnet.authentication.PAM]|[WARNING]|[47]|: FailedLoginException occured with message : Exception while retrieving user account| [07:20:08:683]|[12-18-2008]|[SYSOUT]|[INFO]|[47]|: from login.jsp : ssoCookie=null unameCookie=nullsinCookie=null| [07:20:08:777]|[12-18-2008]|[com.adventnet.servicedesk.setup.util.SSOUtil]|[INFO]|[47]|:
2 approvers - only 1 can approve the other gets only reject button.
Hi, When i making a PO and selecting 2 approvers at least the first one send the approval and when the second one logins to see the PO he can see only the reject button. We need at least 2 approvers to complete the PO and make it approved. Regards, C.K.
Clearing out junk sites and departments
Due to some duff AD data imported I have some Junk Departments and Sites showing. I've deleted then in ADMIN, but they aren't going, just become grey.Not a great issue except they show in some filters, like on the HOME, GLOBAL VIEW, REQUEST SUMMARY. I'm pretty sure they don't appear in any real data as the requesters have been re-imported with corrected data. What query(s) can I run to check the SITEID and DEPTID aren't in use and then I assume I could remove the offending items from the tables -
Discrepency between THIS WEEK and THIS MONTH on HOME page for Requests
On the HOME page - GLOBAL VIEW - Request summary, there seems to be a discrepancy between how THIS WEEK and THIS MONTH count weeks, We have created on a clean system a batch of requests this week, Monday to Sunday, so on the THIS WEEK view I can see them all. On the THIS MONTH view some are showing in Week 4 and some are showing in Week 5. That I suggest is wrong. Can this be fixed so all the views have a week being the same please - or is there a config item I've forgotten to set somewhere? Regards,
emailing a requestor or 3 party person
How would I go about creating a business rule (or by some other mechanism) that automatically emails a person I designate when a ticket is created. For example, any ticket/request that is created that has "virus" or the like should be copied/emailed to a person that is not one of our techs but needs to be notified. He is listed as a requester, but for licensing/political reasons is not a technician. Thanks
some sdp pages timeout
we are running sdp 7602 and since we have upgraded to the 760x we have had some time trouble getting access to inventory and error log list in sdp. when a tech is login the inventory does not respond at all. just keep trying to load and then its gives the tech a could not find page. everything else works find in sdp and loads immediately. we are running the sdp on a VMware (cluster) windows 2003 server with 2 GB RAM assigned to it. the database is on a windows 2003 64 bit ms SQL 2005 ent server
Using SDP reports to produce KPIs - anyone use Excel for this?
Hi, We've just started to use SDP for the Requests module and I now want to look at extracting information for reporting purposes. I want to produce a week by week report displaying our performance against our service level (95% of requests are resolved on time). I'm guessing that I need to extract information into Excel to do this, but when I run a SDP Report Module report into a CSV or Excel file, the date fields are text based and Excel doesn't recognise them as dates. How do other people produce
Blackberry and SDP 7.6
My techs get an HTTP 400 error when trying to use the mobile version of SDP. The full error is "HTTP Status 400 - Invalid direct reference to form login page" Any ideas? We are using SDP 7.6 7601
Error in Restoration process
Hi, I am using SD 7.5 build no 7509.when i m trying to restore backup files ,i m receiving duplicate entry error. please find the attachment for error logs
Exclude Assets from Scan
Is there a way to exclude specific computers from the Asset scan. I do not want servers or our Virtual test PCs added into the scan, I just want our general use PC's that are used every day by our staff. We have the servers and Virtuals in their own OU's in AD if that helps. We also have all the staff PC's broken up into different OUs in AD.
List of Issues / Enhancements for upcoming hotfix (7603)
Dear Users, Following are the list of Enhancements / Issues that are planned for our next hotfix 7603. Tentative time frame for the next hotfix release is by mid of next week. Enhancements in this Service Pack SDF-21860 : Default status names like (Open / Closed / OnHold / Resolved) can be viewed based on the configurable Statusname. Configuration can be done in the Admin -> HelpDeskCustomizer-> Status. This configured statusname will be same across all the users even though their personalized language
SDP and MAC
Dear support, I have a question on the inventory issue, Does SPD support with MAC Computer? as the document mentioned only Windows and Linux. Thanks
Feature Requests
1. Private contrats, we want to give the contracts feature to serveral deparments so they can upload their own contracts. however they need to be able to view only their contracts and on one elses. and it would be even better if you could assign a deparment manager who could see everyones contracts in their group. This would be a hugh feature for our company. 2. We have an oncall tech for the weekends. we would like to be able to schedule the hours he is on call on have only him recieve email notifiactions.
Report of SLA's as configured
I need a report of the SLA's as they are configured within the system. Looking through the database it seems the SLA's are stored as parts of SQL select statements that are controlled by the master SLA table. If someone can advise how all the tables hang together underneath the main SLA table I'd appreciate it, if there is a SQL statement to extract it all that would be perfect. Appreciate the help ASAP please so I can check the setup of our SLA's are as required, as they are more complex than I'd
Using API to pick up tickets
We're running 7.6.0 build 7600 in our test environment. I'm trying to use the API to allow technicians to pick up tickets. If I use the UpdateRequest operation, the "Assigned To" and "Group" fields in the ticket will not change. The API documentation mentions being able to pickup/assign tickets via the api but there no listing of the attributes for that. Is this documented anywhere or actually not supported? Thanks
Cannot Add Work Log
When I use the Add Work Log feature it will not save the data I inupt. The Subject changes to "null" and the Request ID to "-1" while the date and time stamp shows NaN undefined "NaN, NaN:NaN:00".
New install of ServiceDesk with different database name
Hello, we are installing a second ServiceDesk Server, but the database is going on the same MSSQL 2005 database backend. Since we cannot have two databases called "ServiceDesk" on the same server, is there a way that I can simply change the name of the database to be created during the setup. I beleive that this is currently non-editable in the setup. Once again, this is a brand new install, with no data to move over. Thank you. Dave
Maximum machine account password age
Hi guys. There is one question about "Pass-through" Authentification This security setting determines how often a domain member will attempt to change its computer account password. By default computer account password change period is every 30 days. For the Pass-through option i set "computer account" name and it's "password". Will it work properly after 30 day's?
Default Request Template - Questionaire
Build 7505 We've configured our default request template to make the Description field mandatory, but that doesn't mean that our users are going to supply good information while describing the problem. What we'd like to do is have the Description field prepopulated with questions for them to answer. This is after trying to create additional fields with text boxes for these questions, the inability to resize the multiline text boxes make the form unuseable and frankly ugly but SDP's god awful formatting
"Processing, Please Wait.." when updating status !
i have a problem when i try to update the status of the request.i get the message "Processing, Please Wait.." and that's it. i tried mozilla v2 and ie v7 still the same problem. java version is v6 update 2 Service desk version : 7 build 7002 any ideas how to solve this problem?
Web Form for Blackberry
I am creating a basic web form so that Blackberry users are able to update their SDP requests remotely. The form works and updates all of the fields. The problem I have is the included notes section for the technician updating the request to log any information. The update fields and the notes field work independently using 2 buttons. I have tested and they update the ticket. My question, is there any way to combine this into 1 single button? As it stands they have to run the update fields,
Forward email not included in history
When you forward an email from ServicedeskPlus it is not included in the history of the call. Is it possible to add this feature?
An "Ordered" status in the PO module of ServiceDeskPlus?
Am I the only one who would like to see an additional status of "Ordered" in the PO module of ServiceDesk between "Approved" and Received"? That way, I could see at a glance which approved POs have been ordered and which are approved, but not yet submitted to the vendor. If you have more than one person placing orders, it would eliminate duplicated efforts. Or is there a better way to track it that I'm missing? Thanks, Don
email fetching issue ever since updated from 7514 to 7602
hi, We've been having issues with mail fetching ever since updated from 7514 to 7602. We've tried using POP and IMAPS and the results are the same. We were able to telnet from the helpdesk server to our mail server on 110 and 993 without any issues. The username and password is correct as well. Mail fecthing would work again if we either restart the servicedesk service or restar the entire server. It will do two fetching (5-minute internal) and it will stop fetching again. Outgoing email is
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