Problem Seeing Upapproved Solutions
We have a problem seeing unapproved solutions, that is not an issue for any of the other view options in the solutions tab. It has been like this for several hotfixes and still remains since upgrading to 7507 this afternoon. A screenshot is attached to show what happens. The status of the solutions seems to somehow have the HTML embedded into it. I'd appreciate some help fixing this issue asap. Cheers John
MySQL to Mssql
There was a necessity to change a database server with mysql on mssql. Database change has passed successfully, but at restoring backup there was an error. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh -c [backup
Shedule of technicians 24/7 support
It would be nice to plan our technicians in the sheduler not only the unavailability but also who is reachable during nighttime and in the weekend by cellar phone. More general : supply definable types of events in the sheduler.
ITIL and Helpdesk
Hi guys, Have been trying to align the helpdesk with ITIL practice and process should be that once the incident is resolved the SLA has been met however the resovled status does not timestamp the databse and when incident is flagged as complete the timestamp is overwritten with the time ticket was closed. Between the time the issue is resolved and closed does contain several tasks (verify that customer is satisfied with resolution, ensure knowledge base was updated, create ticket for changemanagement
License for Technician
Hello, I'm evaluate SDP and would like to know the license counting for technician. It's count by con-current user or named user? Thanks. BR, Simon
Remove Support tab
The support tab does not show for requesters, which is good. How can this be removed from technicians as well? The first line of support should be the admin, the ability to select support should only be available to the admin role. Is this possible?
7507 issues
Hi All, The problem we are having is when trying to open a new request or existing open request it diverts to the request number #17, we are currently up to #50000. This happens in IE7. We have deleted all cookies and Temporary internet files and this makes no difference. If you copy the link from IE 7 and paste it into Firefox then it opens the correct request. This problem occurs on multiple PC's running Servicedesk plus. Anyone else having this issue?
change layout of request view
Currently the screen which displays the request is in the following order: * request * request details (status, category, date etc) * contact details * contract details I'd like to re-arrange this view and move the request details section to the top. is this possible, and if so, how? thanks Luke
ae_scan.vbs running but not posting info to database
Hello, we are running version SDP 7.5.0 Build 7507. We have run the ae_scan.vbs script on several PCs. It runs fine and finishes with no errors, but the asset does not get created in SDP. We can get to the server portal/web page from that same workstation so we know there is not a communication issue. What are some troubleshooting steps to help us determine why the workstation is not communicating with the server database? Joe Zimmerman
Call Center integration - How to generate a http request to create a ticket
I want to develop an integration with a call center agent that would open a new ServiceDesk ticket window when a telephone call comes in. The identified customer information based on the telephone number should be automatically added. The callcenter agent can generate a http request. Can anyone help me how to find out the http request structure we should use? Thanks in advance Miguel
ticket can no longer be located once merged
Hello! i've just spent about a half hour looking for a request that was put in by one of our users. Request id 11217. They swore they put it in, yet no one could locate it. (i'm an admin so i can see all tickets). after i had the user forward me their confirmation email that states the ticket was created, i was able to pull it up. Turns out the ticket was merged with another ticket (11427). My question, or concern - is this: What happens when two tickets get merged that are entered by
Survey Results in Admin Panel Weird Ordering?
I have noticed since upgrading from 7018 to 7505 that the survey results are now grouped by technician and then date. It used to be just grouped by date, when you have a few technicians it is very annoying scrolling through and then going to the most recent date. Is this a bug? Is there a fix coming? ta
Carbon copy
Hello. When I send a request , Do I make a carbon copy? I mean some requests need to share with other members in a same team. but I can't find any CC(carbon copy) filed in the request. Thank you.
Service Desk Returning Blank Page
Hi, Today I have a problem where nobody that uses the service desk can login. The service desk immediately returns a white page trying to access the main page (even when loading from locahost). I had this issue before but removing the SESSIONID cookie solved it. Now each time I visit the SD this cookie gets created (indicating something is happening) but again, a pure white page is shown with no html. Its like the SD is having trouble somewhere and just returns nothing instead of an error. We are
Reports besides technicians?
Hi there, Sometimes there is a need for reporting without having to be a technician. Here is an example. Sometimes a Director of a department needs to have some reports from the SD without having to be an Admin or a technician. Is there any way of making a simple requester to have the ability of creating or viewing reports without being technician or admin? And if not, don't you think that that would be helpful? kind regards george
Desired name in Internet Explorer tab?
Hi there, Is there any way of changing the name in the tab of the Internet Explorer? I think it's called title bar but I 'm not that sure so I have attached a print screen in order to check it out. Have a look, :) regards, George
DropDown Boxes Alphabeticaly
Hi there, We have noticed that dropdown boxes such as urgency and Priority are not sorted the way the technician wants but alphabeticaly. That means that if we have three values for Urgency, let's say: 1. Low 2. Medium 3. High The order that the values will appear on the dropdown list will be: 1.High 2. Low 3.Medium That is confusing if we consider the fact that in every dropdownlist box there is a preffered queue based on choices or needs of the users. Not having the possibility to do so,
Notification on assignment in group?
Hi there ( again :) ) I will state the situation in order for you to have an exact image of the issue. We have made some groups and in those groups we have placed some technicians. For example: IT Group 1. john M 2. Maria K 3. George A We have created some business rules like the following: If a ticket arrives that has X for Category and Y as Subcategory should be placed in Group : IT Group. Then we have selected the option where the technicians who belong to the group can be notified with
Update the old tickets ???
May I update the Old Tickets? I need set the site and this is null in the old tickets. Thanks a lot ! BR.
Documentation problem. What does "MaxUsed" mean?
Using ServiceDesk Plus 7.5. Looking at a scanned software item there is a graph on the right with three columns, "Purchased", "Installed" and "MaxUsed". The first two are obvious, but don't know what "MaxUsed" represents. I can't find the definition in the documentation or online. What does "MaxUsed" indicate? Improved documentation would be very welcome.
SDP 7.5 vs SDP MSP edition
I see Servicedesk plus MSP edition (Beta) is now available for download ? What is the difference between SDP MSP (Beta) and SDP 7.5 Cheers, Clay.
Task order?
Is there a way to reset/change task order when adding additional tasks to a request template? Let's say that I forgot to add a task, or that a new task needs to be added. I would help GREATLY if we could change the order of the tasks being shown in a request. This wuld allow a technician to perform all of the tasks in the order specified.
Request Asset set to NONE
Right now we have an issue where each time a user submits an email request, the request is created in the system with the requester's first asset attached to the request. As you see in this screenshot: We would like it for the Asset to be set to NONE as a default as we use it to attribute requests that are specific to an asset. Is there a way to do this now? Thanks.
Import Sites from CSV
Hi, I am trialling SDP for our Service Desk team; going through setting it up and seeing what we can and cannot do. Importing from AD for machines and users is working well for me but I am dubious about setting up our sites. We have over 500 sites in our organisation which would need importing into the SDP database and I do not relish doing them all by hand. I can't see an obvious method but is there a way to import sites using a csv file? Thanks in advance.
ServiceDesk start failure after 7022 migration
hi, We are currently running version 6015 with a MS SQL 2000 (with latest service packs) backend. I have tried migrating from 6015 to version 7000 and all is working fine. When I try migrating from 7000 to version 7022, ServiceDesk splash screen appears and the message bar goes through to "Application Layer Started" but then continues to load with dots eventually replacing the message bar area (the blue loading status bar does not get to the end of the splash screen window). I do not see any errors
SD+ 7505: API Exposure
7505: "API is exposed in order to add request into ServiceDesk Plus. API can be used to receive (and share) data with other applications. As initial cut, we are supporting to create, update, delete requests, add notes to request and to get request details through Http form submission. ie. user can create a new request through web form submission (other than the new request form supported by SDP client). Similarly user can perform update request, delete request, adding notes to request through http
Assets section
In assets section I try to change information about tha asset. When I assign the workstation or any other hardware asset to my Site, I receive the success massage, but nothing changes. I don't want to assign the asset to department but the person. How can I do it? I HAVE to assign hardware to users not to departments. HELP!!!
Matrix report on request custom field help
I've created a custom field in the Requests module called Downtime. I need a Matix report whose columns are months and only two rows are Occurances and Sum of Downtime. Something like this: I would identify occurances WHERE UDF_LONG1 IS NOT NULL. I also want to have the option to filter this by Department, but that is a simple filter on any report so I am not too worried about that part. Is there any way to make a report like this in SDP? Thanks in advance!
Ever a solution to 1:1 category:technician assignments?
A week or two ago, I mentioned that for all the categories we have, we need to be able to assign something from a category to more than 1 tech. right now, if you look at categories, you can only assign 1 tech per category. Was there ever a solution proposed for being able to assign it to a queue, where many technicians could get the mail on it? Justin
Requesters select the priority?
Hi all, Sorry if I am being blonde, but I cannot see the option anywhere. Is it possible for the requester to select the priority when logging a request from the portal? Also, is it possible to automatically set email requests to a certain priority? And finally, when configuring the request templates, why can't you add fields to the requester one? Christian
display problem in "Support" screen
I tried to ServiceDesk Plus 7.5 (7507) few days, but suddenly got display problem in "Support" screen. All formted text in "Solutuon" screen also mess. I guess it might be caused by Internet Explorer, so I tried IE 6, 7 and 8.0, but same problem. It only works when I was trying with Google Chrome. Could you please help on this? Thanks!
Assets
Hi all, If we assign assets to the requesters, how many assets can be shown on the request page? because I assigned more than 10 assets to one requesters, but only 8 showed up. any idea? thanks
Notification Rules
"Alert Technician when request is closed." Why is there no option to Alert Group when request is closed? How hard can this be?
Logo
Hi, We are trying to change our logo and when I import it, it shows up with the new logo, but it never changes on the login screen nor in the upper left hand corner. Any ideas why? Thanks, Matt
Remove an unused site from list
We have a Site listed that we would like to remove. When I try to delete it, I get "FAILURE :OLDSITE Site is being used by a module. Hence cannot delete it." Is there any way to determine where it is being used and remove that dependency. Or, is there a way to hide the Site from the dropdown menus so that it is no longer seen by the Technicians?
HTTP 200 Ok and nothing
20.05.2009 server was start, but on http browser code 200 Ok and nothing. No picture, no login,password field - blank screen, no error. I restart server, but it doesnt help. restore from backup not help. I type telnet <server_ip> 80 on command line -- GET <Enter> <Enter> it must give error, but nothing, then I type GET / HTTP/1.0 <Enter> <Enter> and give a lot of http teg. I whant to see start screen. What I do wrong?
invalid entry CRC (expected 0x5824f76 but got 0xc2850da8)
HI, to perform the restore of the backup the following error occurs to me to be? invalid entry CRC (expected 0x5824f76 but got 0xc2850da8)
How I can logon withou DomainRegistration?
I turn on "transparent logon to Servicedesk, use AD". Now AD domain not available and I doesnot login to portal. How I can login with local Administrator?
SLA and Report Configuration
Hi, I need to configure in three level Example : High SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (3 hours -- depending on site / zone) Example : Medium SLA for Zone 1 1. Initial response (1 hour) 2. On site visit (2 hours) 3. Resolution time (5 hours) How to configure it since currently i add all together (1+2+3) I want to see report for each item that breach SLA like how many time i don't meet the initial response (don't response within
Option to Auto-Close on Resolution
We would like to see an option to have SD auto-close after a tech enters a resolution. We do not have requesters log into our system, nor do we send surveys so 90% of our requests stay open after resolution.
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