Pasting screen shots in ticket?
it would be helpful if users could paste screen shots into the tickets to demonstrate error conditions. is this possible, or can it be considered on the road map?
Unable to generate the report error
Hi all, After upgrade to 7504 an error during editing reports occured: Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.handleRequest(ReportRequestHandler.java:1661)
Bug report : email send from SD+ not tracked
or feature request... Select under the techs request view, under "reply", "Email the technician". The email sent is NOT tracked in the Conversations history nor is it tracked in the History log. This needs to be added. I suspect that most of the other options under "Reply" or even "Actions" are the same. ANY action done to or with a request must be logged under the History log. If the action initiates an email, or SMS, it must be added to the Conversations log. Adventnet: Thoughts?
Move installation folder (same server)
I need to move the SD+ install location from one folder to another on the same system. Is there a way to do this without backing up, removing, re-installing, and restoring? That seems like way too much work some something that should be very simple.
upgrade from 7022 to 7506, is it worth the hassle
hi i am currently runnning version 7022 and it is very stable and works well for me. i especially like the PO section and have even come to grips with the workstation section and the workstation scans works fine as well as AD integration. in short everything works (apart from software section but i have given up on that one :-) ) is version 7506 now a good version to jump on or are there still issues? my mine grip with 7022 (apart from software section) is that none of the product items appear in
Time since last communication.
Hi would like to know, whether we can add a column at requests menu, where we can view "Time since last communication" or "Last Communication Time" coz, now we cannot find this info unless we view ticket details. Hope many others have this issue as well. thank you.
Mail loop caused undeletable request, also prevents upgrade
Hi there, We've been running ServiceDeskPlus build 6011 happily for quite some time, but have recently decided to migrate to MS-SQL, and a dedicated server. We set up a trial of the latest build (7505) and it's running fine, so we planned to upgrade the existing installation, then do a full backup and restore to the new server. We successfully upgraded as far as build 7000, but when attempting the next update to 7022, it takes a _very_ long time, and once finished, there are no requests or inventory
Problem with german special character
Hi, i have a problem with german special character. � / � / � for example: wrong: Tabelle der verf�gbaren Techniker right: Tabelle der verf�gbaren Techniker best regards Mario
SLA Violation Questions
We currently base our SLA's on Urgency and Impact. The problems we are having are when we have resolved a call - within the SLA - and the requestor either responds to the call with a "Thank You" instead of accepting the resolution or weeks later re-opening the ticket which is causing an SLA Violation. Here is an example: SLA = 3 days - (duebydate - 3/9/09)The call is resolved in 2 1/2 days. A week later the requestor re-opens the ticket - the dueby date remains 3/9/09 - and now the ticket status
Migrate from 7022 to 75xx
Hi, since there was no possibility to have the "Site" as a selection within the request, we were using an additional field "Location". Is there a way to convert our additional field in all our Calls to the "real" new "Site" field? Regards, David
Asset additional information date problem!
I created an additional field for a date, for the asset page. On the asset edit page i put the date as 2007-10-10, when i click save it is shown as Oct 9, 2007 11:00 PM. I am running the latest build 7505. Thanks in advance
Active Dirextory
Hello, i have upgraded to the latest release 7504 and now the AD import for requesters and assets is broken. Everytime it tries to query AD it just hangs and doesn't bring up the list of our domain's OUs.... any ideas please???? i have checked all the obvious stuff like username/passwords etc.... thanks Pete
Image attachments in notify email
Version 7.0.0 Build: 7017 When a user opens a support request and attaches an image (screenshot etc) the image shown in the email which gets sent to all the techs is crossed out.. it seems to be a dead link. When viewing the source it seems like the web address is missing from the img src eg: <img width=164 height=91 id="_x0000_i1025" src="/inlineimages/WorkOrder/4403/1.jpg"> Any idea on how to correct this? Thanks
Weekdays to Change
Weekdays to Change here in middle east start from sunday to thursday.
Administrator user disappear
Hi, after a Active Directory scan, Administrator user just disappeared, any idea
Site - related to?
Hi, when you open a new request, the "Site" is related to the Requester. When you edit the request later on the "Site" field is "mostly" set to "not in any site" and related to the technician. Can you give me some help to understand this?
No Mac support?
There's no Mac support for asset management? Eric
PO Module
What happened to the PDF attachment when you email the PO to the vendor or the owner in 7506. It's now embedded in the message as HTML? And this also breaks the company logo all together. Nice little red X. is this an option somewhere?
create new Requester by Technician.
Hi, would like to check, whether we can assign any role to technician, where they can manage requesters. coz, what i have seen is, other than admin, no other technician can Add, remove, reset password for requesters. is there any solution ? pls advise. thank you.
Reinstating a technician
By accident I removed one of our technicians today. A bad move. Now he is reinstated I am trying to re-associate him with his past closed cases. The only way I can see of doing this is along the lines of a filter of closed requests based on the history entry that still bears his name. Can a filtered request list do this? If not, can it be done in SQL? Also, we have 106 sites and although I have re-instated him to each of the sites, other settings such as the notifications and the chase up emails
Time Change didn't change
The time did get updated on the Helpdesk screen for the time change however, the fetching time is still showing the old time (1 hour behind) How do we change this? I have checked our mail servers and they are all updated for Daylight Savings Time. thanks.
Option to NOT notify the user
It would be really useful to have a check box not to notify the user both on opening a ticket, updating and closing the ticket. If you have resolved the problem already we want to register it in the helpdesk, but it�s only confusing for the user to have 2 or 3 mails when the case is already closed. Regards Stefan
Where did my last post go concerning a time issue???
Last week I put a post out here about the time on the tickets being off by an hour or more from real time. This affects the due date, the system response and the time entered in the system. It seems to have happened after the time change of Daylight Savings time. I had attached screen shots in a second entry to the same post. Today I came to the site to see if there had been any response and I can't locate the original post. What happened?
incrrease download limi for Solutions
Hi uploda limil for solution is 10mb. is there any possibility to increase ? feel 10mb is too low. some times, we need to distribute patches. appreciate any action. thank you.
Rewording of Work Log form to remove "Resolving this request"
When creating a new work log entry, the following text is displayed: "Technician Resolving This Request". A tech may not be resolving the request, just adding a work log entry. Should be reworded to "Work Performed by".
Ordering and reordering tasks
Can we have the ability to change the order of the tasks on a request template please? If it is there already and I have missed it, then please point me in the correct direction. Thanks
Technician domain change
Hi, I will have to change the logon domain for all technicians soon. what is the best way to perform that? directly change them somewhere in the database?
Request Details vs. New Request Template
Hi, as you can see in the attached file the Request Details don�t show up like the default template is looking like. Is there a possibility to get that in the same look? Makes it wired to work for people and if you look at an existing request there is no sense in how the fields depend on each other. We would like to have something like categories fields on the left and group / technician on the right.
SDP 7.0.0 Full DB Schema
Hello I will like to know where i can get the Full Database schema, I saw a few post, but they did not help. I need to run a custom assets reports and need to know all the tables on the DB for this. Thanks for the help Silvia
Notification Templates
Is there a way to include the work log as a part of a template used in email notifications? We use the work log to track updates done to the tickets, and when we send out notifications to either the requestor or a technician we are sending the ticket to for further action, it is neccesary to include a history of the updates done on the ticket, rather than just a subject and description. Any help would be appreciated! Thanks!
Compatibility Questions
Is Service Desk Plus compatable with Lotus Notes 6.5 & does it have an open source code? , able to be customised to suit requirements? Thanks, potential user if company buys product also, have completed quote request but as of yet had no reply
Logo in printouts
Currently when print previewing a request you see that the subject and request ID are in the top left with a useless little notepad and pen icon. Replace the notepad and pen with the company logo for a more professional printout, as well as being better suited to dealings with third parties.
Giving More Views To Requestor With Logon
I created a logon for one of my requestors, but I noticed that she is denied on viewing anything other than her own tickets. She can see requests in a list and scroll over them and see the brief description, but she can't go into the request and view everything. Is there anyway to grant her these permissions. I'm using the free version of ServiceDesk Plus.
Turning on Active Directory Integration
My facility has been using ServiceDesk Plus for about 2-3 years. We did not turn on the Active Directory integration because it posed some problems at the time. We'd like to turn it on now, but we're concerned that it will either duplicate all of the users or it will cause our history to disappear. Does anyone know what will happen if we turn it on now? Will our history disappear? Will the user list disappear, or will it create a bunch of duplicates? Has anyone else done this? What problems did you
Request Form Customizer 7505
The customizer form in SD7505 does not allow for fields such as 'Category, Sub, Items' etc to be hidden from requester. Unlike SD7018 where fields can be checked and uncheck for use. I am aware that if the fields are hidden from technicians, then this will filter through to the requester. However, I think it is understandable that technicians and requesters have very different requirements, thus the need for a different view. Any ideas as to if this will be implemented anytime soon? Unless I am missing
URGENT - Priority with no SLA required
Our IT department requires all types of requests to be logged - including projects and internal routine processes. Projects in particular will never have an SLA as they may get logged and sit on the shelf for months before pulled down to work on the next phase - then be shelved again until resources are available. How can I configure SDP to have a Urgency/Impact that sets no SLA for the Priority Matrix? This is wreaking havoc with our reporting back to senior managment because we have to keep telling
Issue in email fetching
Hi support team After upgrading to 7506 version, the mail fetching problem appears, I found it when trying to setup new business rules, below is error log also the serverout log has been attached.is any new configuration needed? could everybody please help me?? Thanks and Regards :P System Log Message : Issue in email fetching Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : Mar 16, 2009 10:10 AM Probable Cause : Mail fetcing is delayed ....due to start time and finish time
ServiceDesk Plus b7504 - Tickets are 1 hour behind.
We just upgraded SD+ to v7.5 build 7504 - and we've noticed (may not having anything to do with the upgrade) that the time showed on the ticket as the created date is one hour behind the time in servicedesk and on the desktop pc. I searched this forum, and there was a topic covering a DST patch, however that was related to build 6001 and below - Is this DST patch still applicable??
PO notifications doesn't sent email to approver
Hi, when we create a PO and send it for approval, it doesn't send an emails. But if we make a standard request it send emails, so the settings are correct. I have tried resending PO without success. I have also checked our logs on the SMTP server, but SDP haven't tried sending the email notification. My SDP version: 7.5.0. Build 7504 Maybe this could have happened after we updated to the last version?
Cannot fetch email from other domain??!!
I am facing a funny problem. I tried to configure the system to fetch email from the pop3 email account "support@domainA.com". When I pretend as a client and send the email to "support@domainA.com" by using same domain email address, let say "client1@domainA.com", the helpdesk system will fetch the email and turn it to ticket. When I send the email by using different domain email address, let say "client2@domainZ.com", the helpdesk pop3 fetching process stopped and send a email notification admin.
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