How do I assign a technician to a subcategory in ServiceDeskPlus?
How do I assign a technician to a subcategory in ServiceDeskPlus? Category and sub-categories are assigned, but need to assign techs to the various 30-odd sub-categories. Your assistance is appreciated. Pat
Import Data to service desk
I import data to DB Table Sample WorkorderID=50 -- workorder -- workordertodescription -- workorder_fields -- workorder_threaded -- workorderhistory -- workorderstates I Can't New Request ==> ID duplicate I No restart service Please Help me I do not know where that store. [WorkorderID]
Service Desk Windows Vista
Web site works with port 8080 and does not load on Windows Vista. anyone has idea why?
Custom Report Help
Hi, I am looking for a report that will list a workstation, user assigned to it, and date a specific software was removed. Looking to generate a report that will list all workstations/servers on when we uninstalled office 2000. Also would like one that shows when a specific software was installed. Thanks, Dave
smbios - asset tag information
I would like to see smbios information, specifically the asset tag info, gathered as part of the resource info for workstations.
Requests & Worklogs
Hi, I have an SQL query (either taken from this forum of slight modification to the inbuilt queries, I'm not sure) to list all requests with as much information as I want except I can't find out how to add the Work Log to the report. The query I use is :- ##### SELECT wo.WORKORDERID 'Request ID',mdd.MODENAME 'Request Mode',qd.QUEUENAME 'Group',aau.FIRST_NAME 'Requester',dpt.DEPTNAME 'Department',cd.CATEGORYNAME 'Category',scd.NAME 'Sub Category',icd.NAME 'Item',wo.TITLE 'Subject',cri.FIRST_NAME 'Created
Unwanted additional entries when trying to do a custom filter.
Hi, I tried today to set up a custom filter to show calls that 1) are not closed or closed no fault found, and 2) were for one company only. When I ran the filter, no records came back. When I investigated why, I found that additional lines for the filter had been added, and additional entries against the filters ie another 'closed' had been added in request status when I'd only put closed or no fault found. Then when I clicked on the created time it gave me a weird calendar. See attached for what
Strange Error in SD Plus - 7508 - Request added Successfully with RequestId:#####.But this request does not fall under your permitted scope. So you are not authorized to view this request.
Some Technicians have started to received the below alert when creating or deleting Requests and Changes. The alert appears to be false as they can indeed view, edit and delete the request or change stated in the error message. I am guessing that this is related to the site function, but all the config appears to be fine. Request added Successfully with RequestId:#####.But this request does not fall under your permitted scope. So you are not authorized to view this request. Has anyone else seen
The workstation is already discovered
We are running ServiceDesk 7.5.0 Build Number : 7506. When I try to do a domain scan I get this error message: The workstation is already discovered. Our network is based on Windows 2003 servers and workstations with Windows XP. This was not a problem when we used an earlier build version of ServiceDesk. Hope anyone could help. Regards, Eric
Clock Stop Time
Hi, Does anyone know if it is possible to create a report that shows how long the timerhas been stopped on a Request for? We stop the timer by using the Status field but it would be useful to see this period of time in a report. Thanks, Paul
Assets problem
I'm trying to use Windows Domain Scan. After the starting the scan process I can view "Successful scan: 200" and "Failed scan: 100". But when I go to "Assets", I can see only 16 workstations detected. Is it normal? How I can fix it? Latest SP is applied...
Cannot edit a Request’s Due By date
We are using SDP Version 7.5.0, build 7504. Technicians who are not assigned the Role of SDAdmin cannot use the “DueBy Date” field on requests assigned to their Group. This field is marked “-“ when viewing the request and “N/A” when attempting to edit it. How can I activate the "DueBy Date" field for Technicians who are not in the SDAdmin Role? Thank you.
Access over the Internet
I´d like to know if there is the possibility to run the software hosted in my Webserver over the internet not locally, my server has IIS 6 and ISA Server 2006. SD+ trial version actually respond in http://127.0.0.1:8080, I have no experience with tomcat
Custom Report that lists Active PCs that have failed to Scan.
I have noticed that when on the asset tab you see the total of pcs that “failed to scan” When I look at that list the majority of them are pcs that I have set to “Disposed” status. In which case they will ALWAYS fail to scan. The problem is that makes it difficult to wade through the list of failures to find active PCs that have failed to scan. I would like to have the ability to get a report or to modify the assets tab so that it only shows you the active PCs that have failed to scan.
Error when Remoting to a 2000 Pro PC
Im getting an error code 1,248,960,069,273 when Using the Remote application.
connection between group and catagory
heya The problem i am addressing about is the connection between group and catagory. As admin, when i would like to choose catagory, sub etc, inside the edit option of a certain request, there is a TREE link between them all. So when i choose a certain catagory, a certain sub is being opened to choose from in the drop down menu and it can keep divide into subs. Is there a possibility to connect / add the GROUP section to the top of the tree? So it will be GROUP------>CATAGORY------>SUB CATAGORY------>..........
Column title display error and column customize button doesn't work in assets view
Hi, I met the problem about display and customize column in most of assets view of my SDP, shown in the attachment, lots of column titles were shown as "[Rendering Exception]" and the column customize button hasn't worked for a long time, could you please help me fix them both? Thx in advanced. My SDP version is 7.5.0 build 7508. Jun ZHAO China
Report That List Requesters + Assets Associates
Can there be a report that will list all the requesters and assets associates with it? Mainly just workstations, alot of our users have two computers (notebook, desktop) and this would help us organize them. Thanks, Dave
$Description variable doesn't work in CAB notification
When a can notification is sent, we use the $Description variable to include the description of the change: However, when the email is received, no detail is included for the description, so it looks like this variable doesn't work. Can someone try to reproduce this and see if this variable is working or not?
changing the backup location
When i change the backup location the backup fails giving the error below. I have ensured that the user (the one servicedesk uses) can read and write to that location but the backup still fails, when I change the backup back to the original location the backup works again. Dear Admin, ServiceDesk Plus database seems to be corrupted, So please contact your database Administrator [OR] servicedesk support for further assistance to recover your data forward this mail and support file(s) to support@servicedeskplus.com
Asset upload from CSV with department assignment
Greetings, We're using ServiceDesk Plus 7.5. When I upload non-IT assets via CSV upload, it works unless I try to assign the asset to a department (in this case, department "CWI"). Here's my data: Product Type,Product Name,Asset Name,Department Database,MSSQL,CWI_ECD_DB,CWI Database,MSSQL,CWI_ECQ_DB,CWI I am mapping column 4 to "Assigned Department". When I import I get these errors: RECORD : Database,MSSQL,CWI_ECD_DB,CWI Error : java.lang.NullPointerException RECORD : Database,MSSQL,CWI_ECQ_DB,CWI
Request templates won't change request status
Version 7.5 build 7509 using MSSQL 2005. I have request templates to close common types of requests. Since the update none of my templates will change the request status. They should change to "closed". Any ideas? Thanks, Dean
Servicedesk upgrade to 7.5 failed and unable to start servic
Hi I have upgrqded the servicedesk to 7022 and it was fine. Today I tried to upgrade to 7500 and it failed and now servicesdesk is not starting. It wrecked the servicedesk. I have restored the DB but still no success. Can any one help me out. I do not have service desk and users are suffering. regards Talpasai
Deleting Requestors
All, Please could you advise on the following: - 1) If a user is disabled or removed from AD, and then I do an AD import into SD+, is that user removed from SD+? 2) If I remove a requestor or technician from SD+, what happens to all the requests\changes\etc attributed to that user? I am using 7022 currently. Thanks, Davey
Redesign Surveys
The current survey section is limited to only sending a survey based upon a helpdesk call being closed. I'd like to see the Survey section be separated from the helpdesk, but allow rules to be setup to still perform this function. In addition, specifically, I'd like to have the ability to use the surveys to be sent at ANY time to any email address specified within a field. Basically, I'm asking for an independent survey feature that can be used for any purpose, not just for helpdesk requests.
Mail Fetchin
Hi, We seem to be having a few issues with fetching emails within SD+. Not too long ago we upgraded our Exchange server to 2007 and it would be that since then we have not been successful in receiving emails within SD. There have been no changes to the email account dedicated to SD. We know this account works fine as we can access it via OWA. We've also made sure that the IMAP Settings are set to plain text and that IMAP/POP is enabled for the desired email account. We have no issues sending emails,
Allow templates to be applied to existing requests and change fields
In 7.5.09 you cannot overwrite values in an open request using a template. eg The "call status" field cannot be changed if it is already set as "open". Please make a configurable option to allow this - for example to close common requests with a common resolution completing all mandatory fields. Useful as a "quick close" feature on common issues, ensuring the correct category, etc is chosen. This is how it used to work in 7.0.22 - please make this facility available again as a choice.
SLA based on responded date
Is it possible to create SLAs in ServiceDesk based on Responded Date?
How to schedule a task to every monday?
Hi, we are testing the ServiceDeskPlus and its great. But we need to schedule tasks and we don't know if that is possible in the current version. We know that we can schedule a task for a technician from today till next week. But we need to schedule some tasks for every monday, tuesday and so on and it's too much work to schedule that every day. Is there any possibility to do that in ServiceDeskPlus? regards
How to create a Task for every Monday, Tuesday and so on?
Hi, would be nice if someone can help me with that :) regards
Licensing and Subscription
Hi We are very much interested with Service Desk and Asset Explorer.. however.. as per the website.. you are only offering it on a yearly subscription. What we are looking after is to buy the software so we don't have to renew it yearly. Do you have this option? Thanks
Can a requester blong to multiple sites?
I have the sites setup with about 5 diffrent sites. I have a requester who may need to enter a ticket on 2 or 3 of the sites. I have not seen a way to add the a 2nd or third site to a requester. I am thinking I will need to add a login for that user for all 3 sites. Any help on this would be great thank you. John
Is there a user "logon" log in Service desk?
Hi, Does anyone know how we can determine when (and how often) a user logs into Service Desk via the portal? We are trying to encourage more usage of the portal and less reliance on E- mail but have no idea how little it is used. Thanks
Report combination on resolve time
Hello, I am looking for a report but i can not find him and i do not have the knowledge to create my own query. We want te see the time a request is resolved. Because the users are not very consequent to close a request. I would like a report per Priority like this: Request ID Requester Catagory Subject Status Creation Time Resolved Time Closed Time Then the sum of the requests on priority the max, min and average time between request time and resolve time. Im sorry for my english. I hope some one
why can ui run this in query analyser and not in the query window in reports???
SELECT resource.RESOURCENAME "Resource Name",resource.ASSETTAG "Asset Tag",product.COMPONENTNAME "Product",resource.SERIALNO "Serial Number",resFields.UDF_CHAR4 "Make",aaaUser.FIRST_NAME "User",deptDef.DEPTNAME "Department",resFields.UDF_CHAR5 "Model",regionDef.REGIONNAME "Region", reslocation.siteid "siteid" FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT JOIN ResourceOwner rOwner ON resource.RESOURCEID=rOwner.RESOURCEID LEFT JOIN ResourceAssociation
Sites not listed for technicians
I have imported all requesters from AD along with their sites and its all populated correctly. I then promote a requester to a technician but in the Available Sites selection it's blank and associated sites says "No sites available". Looking in Sites, I can see them all and they appear to be correct. This is the same for all technicians. Manually adding a site without using AD gets the same result so I'm not sure if its my wrong config or if its a bug somewhere. I'm on build 7508.
Determine user's last login to portal?
Hi, We would like to have an idea of how many of our associates successfully log in to our Service Desk Portal. We're trying to encourage the use of the portal for support requests AND system status messages. Is there a table or log that might provide the last login data/time for each user? Thanks
questions about business rules
By creating a business rule with default parameters works perfectly, but when I made it for a site stops working and no matter if I put the same configuration example Business Rule details: Rule Name mail Site * Business Rules When a new request arrives: Define rule Match the criteria below Subject contains "b" Match ANY of the following (OR) Actions set Assign Technician to "root" This works perfect, when I create a similar rule but within the scope of a site, I stop working,
Email forwarding at different times
Hi, We are evaluating SD Plus and cant seem to see how to do the following. We have support around the world to follow the sun, and as such we want to be able to notify different support reps at different times of the day when a request comes in. So The standard time will be set to UK and then when a request comes in between 9am and 5pm an email would be sent to a support rep in the uk after 5pm an email needs to be sent to the next available support rep in Australia Is there a away to do this
Schedule Visibility
Hi Is it possible to allow all of my technicians to have access to the "Tech Availability Chart"? At the moment it would appear that only admins have access to this. Thanks Gary
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