Ability to add attachments to a task
Ability to add attachments to a task. We would really like the ability to add an attachment to a task. We use tasks for multipul things and it would be very helpful if we could add an attachment to a task for multipul reasons, to show work completed, to show an approval for something being done, for what we call a UAT form (User Acception of Testing).
Import requesters by using LDAP ( Making the decision time)
Dear all, I come from Bao Minh insurance corporation (Vietnam country). We are very close to make the decision about Service Desk Plus license but we have two important questions like that: How can we synchronize the new requester created from LDAP if we have already imported requester from LDAP because if we import again, all of modified setting will be overwritten? Can we have more options to choose when we import requester from LDAP? For example: can choose which fields to import like department,
Let Requestors view any request
I have recently discovered that if a requester creates a request, I can forward that to another requester and it can be viewed but, If a technician creates one and forwards that to a requester, the requester gets a message saying that it is out of their scope and can't view it. Any suggestions?
Script errors when entering Worklogs for a Change
For some time now, I've occasionally received script errors in IE 8 when entering Worklogs, or viewing the Implementation tab of a change. It doesn't happen to all Worklog entries but enough to make it significant. An example error is: Webpage error details User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; InfoPath.1; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 1.0.3705; .NET CLR 3.0.04506.30; .NET CLR 3.0.04506.648) Timestamp: Tue, 24 Nov 2009 10:12:00 UTC Message:
Multiple Windows Domains ( Multiple Active directories)
Hi all, We are evaluating the Service desk plus , i am looking for the subjected feature. Can we have 2 or 3 windows 2003 active directory in one database of the SERVICE DESK PLUS. Looking forward for reply. Thanks'
How do i Backup specific SD information
Need to move My SD 7.5 to another server. I'm dealing with several AD issues now and would like to do a fresh install, move my request and reports information to the new install
SD Admin Technician
I recently took over the role of managing our servicedesk install and I noticed there is a technician called sdadmin in the list. We are currently very close to our license threshold for technicians. So, can I remove this sdadmin technician or does it serve some purpose? FYI I am NOT talking about the sdadmin role, just a technician with the name sdadmin. Cheers!
Helpdesk Plus Linux - WIndows Issue
Hi , I wonder if there is a posibillity to import the AD which is on Windos OS to a Helpdesk Linux Version ?! I know that is not possible direct from HELPDESK software now ... but will this be possible in the new version of Helpdesk ? I have a Debian installation of the trial ... and is it not importing the AD ... that is why I am asking !
my open or unassigned
Hi, I am looking for confirmation that the following is true: The "my open or unassigned" view excludes unassigned requests in technician groups that a user is not a member of. Thanks.
Self Service Portal Entry Page
I was wondering if we are able to change the words of "I am having issues with:" (as shown below) to something else? Many Thanks in advance. Richard
Repeated date in Date/Time popup.
I noticed that when I edit a report I made, the date popup shows the first two days of the month as 1. Anything that refreshes the popup(such as clicking the Today option or changing the month) fixes it. Minor annoyance, really, but I thought it's worth reporting.
Does SD+ Support Lotus Notes
Good Afternoon, Can you please advise if SD+ support Lotus Notes fro Mail Client & Notifications. If it is not supported, Why? Will it be supported in the future? Look forward to receiveing your response soon. Regards
Change "department" field of several requests
Hi, via "Request - filter" + button "edit Requests" one is able to change fields of several requests in one time. I want to change the fields "site" and "department" but only the field "site" is available... (see attach) Is there a way to add the field "department" as well? Tomas - SD 7.5.0 - Build 7514
Monitoring incoming request in DB with mode email
I want to create notification when I got new request via email in my hostmonitor program. My program can do select via ODBC in servicedesk DB. Email can be send in the night. There is worker that monitoring service (test) and dispatch in the night. So I need mysql request that return to me count of request with: -Request mode - email; -Group - NULL -Technician - NULL -Category - NULL -Status -Open; -Create time - last 7 days (I think older request I see myself); When count set to more than 0 (1,2,3
Move MYSQL Database
We currently have ServiceDesk Plus installed and running and would like to move the Mysql database to an external mysql dedicated server. Could you tell me the procces of doing this, do we have to copy the data files and do a new install and point to the new database or is there a way of moving the current data?
Service Desk not picking up new emails
Hi I have had this problem with Service Desk plus where it will work for around a day or two but then it will halt and appear that it is still working, but new requests which are emailed in arn't picked up and created as new jobs. I will then have to stop the Service Desk service and start it again and then all the emails that have been sent throught the period of when SD has stopped working will all be created as new jobs as soon as the service is back up. This may have started happening when we
MySQL query - List of ticket(s) resolved within specific days.
Hi, Please help me to create a query for : 1) List of resolved ticket within 3 days 2) List of resolved ticket within 6 days I also want to manipulate the query to list ticket for specific department only. Hope you can show me example. I'm using SDP Version : 7.5.0 Build 7506 with MySQL database on SuSe. Thanking you. regards, Kyle
Have the ability to link a group to a category verses a technician.
We would like to see the ability to link a group to a category. As we have numerous technicians that cover a group of issues and you really dont know which technician is available to take the ticket we would rather have the ability to link a group to a category then the technicians in that group can pick up the ticket.
ability to add text to self serve log in page
How about providing space on the self serve log in page to put an announcement of current issues, etc.
Solutions - Attachments not found
I recently migrated SD+ over to a new server. Ever since I've done that, I am no longer to view attachments within Solutions. When I click on the Solutions, it says "File was not found". I added a screen shot of the error. I am able to go in to the solution and delete the old one and re-add the document but is there any other fixes to point the Solutions to where the files are. I also have no moved any of the files. Ideas?
Set default asset for a Request template (PRINTER)
Hi, Is it possible to set a default "asset\asset group" for a Request Templates? We would like to make it as easy and quick as possible to select correct problem asset. This issue comes up e.g. in printer problems. If the users (or techniccians) have to go through long menus to set the correct printer, it's not going to get done. I haven't really came up with any clear solution for handling the PRINTER requests. - Juha
Problem with upgrade the Service Desk Plus 7.000 build 7.022 to Service Desk 7.5
When I trying upgrade the Service Desk Plus 7.000 build 7.022 to Service Desk 7.5 the upgrade failed. The attachment message appear.
remove sites.
after importing new users, new sites got added. how can they be removed. "FAILURE :Atlanta Site is being used by a module. Hence cannot delete it" what module is that, how can i find it so i can delete it. can i delete it and have the user site empty? We are using the standard free version of SDP 7.5
Link a technician to a subcategory
Hello, Is it possible to link a technician to a subcategory. Now its only possible to link a technician to a main category. Thanks, Richard
Query about closing mail and cases being automatically assigned
Hi, Just two queries.. First one is when a case is closed in service desk, (our version is 7.5.0 Build number 7508) is there any way to prevent the user from sending a mail, or what is the best way to close\resolve it without user sending a mail? When the calls are added to service desk, is there a way to set it up so calls are logged automatically to each agent? Any tips and tricks for service desk plus would be appreciated, alongside explanations of those two queries.. Cheers...
Edit Software License Asset Cost
Good Evening Everyone, We recently purchased a piece of software, but apparently the PO was entered with the incorrect amount. The PO was closed and the asset was added to the set of licenses that we have in the system. We'd like to be able to change the software license's cost in the license itself (doesn't matter so much for the PO). However, I've been unable to do so. If I click into the software and go to the Edit Software License screen, I'm able to manipulate all of the information boxes.
Assistance creating custom report for Top Requests and Requestors
Hello, I'd like to see if I can get assistance creating a custom report for the following: 1st Report: Report for listing Top Requests received by Category, Sub-Category, Item. I need to have the option to choose different time frames, i.e., sometimes I search based off of each quarter or sometimes I search based off of month or week, and so on. I typically export all data to Excel and manually review which categories have the most requests. 2nd Report: Report for listing the Top Requestors by
financial report
Is it possible to generate report based on the cost of resources?
How To Speed Up ServiceDesk? (Deteriorating Speed - Maintenance required?) Help!
Hello Support, We are running ServiceDesk 7.5.0 Build 7506 (enterprise) and have noticed since we upgraded to this version we have taken a massive performance hit. We were previously on 7022 and upgraded, and it has degraded in speed and performance ever since we did. ServiceDesk has now been in place for over a year, and as such we have 26,000 call requests in the system, and our full backups are now 1.89GB in size. The system ServiceDesk is running on is a fairly average server but it does not
Ability to close and add resolution to multipul Tickets at once
We have preventive maintenance creating tickets every day to perform tasks. It would be nice to be able to edit multipul tickets at once and put in a common resolution and close the tickets.
Report on solutions?
Which table schema do I select for a query report on solutions? How do I query for a report including solution ID, subject, created by, and last modified date? We're on MS SQL Server.
PO Style
Is it possible to have the look and feel of a printed PO?
Version 8 release date
Does anybody know when the next major version (8) is expected to be released? Thanks
Solutions - granular access to solutions
We need to have areas of the solutions so that only I.T. staff can see the answers, and even sections so that only certain level of I.T. staff can see the answers. Where is this on the roadmap to adding this functionality?
Request/Change Draft feature
Hello, It will be nice to have possibility to create a Request/Change but not to register it if it is not finished yet (like email draft). My Regards, Vlad
Attached Requests to a Problem
Hi, When attaching Incidents (Requests) to a Problem, the attached Incidents stay in the list of Requests of the technician(s) (under the tab 'Requests'). 1. Is it an idea to 'remove' the attached Requests from the 'request-list' ? (because they don't have to be treated as a 'isolated' Incidents anymore because they are part of a Problem) 2. If idea 1 is not possible or desirable, could the fact that the Incident is attached to a Problem be made visible in the Request itself so it is clear to the
Solutions logo
How do you change the logo on the Solutions User Pages? http://<server>:<port>/SolutionsHome.sd
Incedent & assets features request
1) It would be great if we can set up a categories of requester. For example - CEO and other "Chiefs" are "VIP"s, their assistants are "HighImportant" and others are just "SimpleUsers". And when selecting requester when making "incedent" request something like pop-up appears "Hey! It is VIP!" or "It is chief's assistant!". For now we have a paper sheets with "chiefs" and their assistants in front of first line technicians 2) When selecting Category and Subcategory it would be great if list of knowledge
Set focus to search field when adding a requester
Hi, When adding a requester to a request it would be nice if when the + icon is selected if the text field was the focus automatically when the window opened. Thanks.
Is it possible to link 2 tickets together instead of merging them?
I'm looking to see if AdventNet has the capabilities to create parent or child tickets or at least link 2 tickets together instead of merging them.
Next Page