reply/forward not recorded at SD
Hi, recently we upgrade from SD 6 to SD 7 and found below issues. when we reply to a request, it will not be recorded/listed in the SD for future reference. But the mail was delivered to users. my observation was, when i choose to reply from the user communication, this reply will be assigned to that communication ticket no. and will not be listed. for eg : User reported an incident. Ticket No. 1200 Service Desk reply to this requester. Requester reply back, merged to ticket 1200, but the coomunication
Tasks - is it possible to hide closed tasks?
In "My View" over on the "My Tasks" panel (right side) I see my lists of tasks which include closed tasks. Closed tasks have a check mark and show line through the text. It would be nice if there was an option to hide closed tasks on this panel. Does anyone have any ideas? We don't really want to delete them. Thanks Jerry
Tasks - please make RequestID or RequestLink available
Hi, We assign each other tasks from requests that we own. Currently there doesn't seem to be a way to insert the RequestLink inside the Technician notification. A nice feature would be to add this key to the selectable fields when developing the Technician notification template. Thanks Jerry
Queries
Is there any way to just query all groups, categories and sub categories? I don't want to know what tickets were assigned to them, I just want a list of them like Category 1 Sub 1 Sub 2 Category 2 Sub 1 Sub 2 Group a Group b etc... I'm just looking for a list of the assignable categories and sub cats. I can't seem to find any sort of report that will give me just that info and it would make the clean up job I need to do on our installed help desk app MUCH easier thanks in advance
reset request Id to 1
Hi, I have been testing Service Desk and it reached to request ID 151 now I want to delete all these requests and start from request 1. I don't want to delete the configuration, just want to start from the begging from request ID 1 Regards,
Unfixed bug still lead to major system crush
We have encountered problem described in one of your topics (can't post link because of your antispammer policy, topic subject - Bug in all versions of SDP). SDP team promised to resolve such issue more than year ago. Problem: After adding a solution topic with "%" symbol in its name, all solution database crushed and forced us to restore it from backup. We are using 7.0.0 Build 7018.
Weird Double Clicking
When I click on tickets or links they quickly click through the selected link and return to the home page. If I press the back button they go to the link I originally intended to click.
Relationship between Incidents and Problems/Known Errors
We have been using the professional version of SDP and are considering buying the enterprise version. With regards to the use of ITIL, what is the relationship between Requests (Incidents) and Problems/known errors in SDP Enterprise. As it stands, when an incident cannot be resolved in a reasonable timescale, we manually change it to a Problem/Known Error. Is there any automatic escalation process in SDP Enterprise?
Auto-fill Recipients and Subject Line in Notifications
When sending a Notification from a Problem or Change Request it would be useful if the recipient list was automatically populated from the Requesters who have Incidents attached to the Problem or Change Request. It would also be useful for the Subject Line to take the title of the Problem or Change Request.
Purchase order prints on 2 pages
How can I resize the PO to print all on one page? Seems that there are some boxes that are over sized causing it to be 2 pages with the 2nd page barely having anything on it.
All information added by technician under "Reply"
Hi, By using the "reply" option, can we insert all the information which replied by technician in a report? Thank you. Regards, einas
Second Responded Date
I'm very new to ServiceDesk Plus so apologies if this post isn't very clear. On receipt of a request we have SDP set up to send an automatic acknowledgement to the requester letting them know that their request has been received and will be dealt with shortly. This then creates a Responded Date field identical to the Created Date field, rather than being the first meaningful response date. So we can generate a report of response times would it be possible to: Set the Responded Date to ignore the
Manage Engine Idea Box
I used to enjoy looking at the roadmap plus all the features that users here were asking for. but now its one big SPAM forum. I can vote on britney spears and other crap. on a serious note, is this going to be cleaned up?, I found it very useful.
A few feature requests
Hello, I am using SD Plus 7.0.0 Build 7015. Here are a few things we've found that can be improved in SD. Hopefully these will make it into the next release (or a fix/workaround can be found). 1) The ability to change the default font for SD. The default font is Arial, size 8. This is a bit too small since most people are running LCDs at a minimum res. of 1440x900. A default font size of 10 will greatly help. Actually, Arial 8 is great for the rest of the site but the request and solution forms should
Finding out what a particular person has... report?
Hey guys, I pretty much haven't touched the reporting feature. Would running a report be the best way to find out all of the assets assigned to one particular person? If so, how? Is there another method?
Purchase Order Categories
I am looking to remove a few things from the purchase order and need guidance on how to do so. Im looking to remove -Discount -Price Adjustments +Additional Tax Anyone know how to do this?
notify fot requester replying does not work
hi, all notification mails work, except the notification when a requester replies. just installed 7017, but that did not do the trick. any sugestions ??[/img]
Company logo
I recently purchased Service Desk, I uploaded a company logo and realized that it was way too big for the PO portion of the program. I re sized the image, renamed it and when I try and add it, it saves fine but it did not update on the PO. Thoughts?
Custom Asset Field not saving in 7018
I have a created a custom asset field. I have populated the asset field successfully. However, today I can not seem to add or modify data in that field for scanned assets (servers). However, I seem to be able to add/modify the custom filed for none scanned assets (scanners) which I imported via csv. We have made no changes to the DB (MSSQL 2005). Any suggestions?
Email template for when Notes Added to a case
I would like an email template option for "Notes". To customize the email which is sent when notes are added to a case. We can customize job close email, SLA escalations, purchase orders. So why not "Notes" emails ? RE MENU: Admin -> Helpdesk -> Notification Rules -> Email Templates For: "Notes Added" ServiceDesk Case: [Request ID :##6080873##]
Order of users when assigning from workstation
Does anyone else have this problem? I go to edit a workstation, assign a user, and the drop down list of users is in some random order, so I have to look all through them to find the correct user. Also, I cannot assign a user and a department to a workstation, so the heading 'Assign User and/or Department' shouldn't have the word 'and' on it. I would love to assign a user and also report by department. Why doesn't this work for me? Am I doing it wrong Am on build 7008. TIA Rich
Issue with restore database
My DB server was crashed yesterday and I want restore ServiceDesk on another server. I have backup MS SQL database ServiceDesk only, but I never create backup use ServiceDesk possibility. And when I restore MS SQL backup system don't work. Who know what I need to do?
Feature request or Advice
We are small and we do not need to be complaint to anyone other than ourselves, and we would like be able to give technitions rights to edit the due date of a request, without giving them "full control" (bascially dont want them to delete requests) is this possible now of will it be possible to add this to an upcomming release? We currently have 7019
how to calculate due date once the timer is stopped
hi guys if i have a request who's due date is today at 4 PM and i put the call on hold in the morning at 8.0o. supposing i change the status of the call to open the next day, how do the requester know his available due time? is it calculated anywhere, can th4e due by date be updated automatically to reflect the new due by time and date???? thanks..
Change View Sorted By Text Additional Field
When sorting the change view by an additional change field (type text) the change view through an error and the view broke. Fishing round the foums I identified the personalizedViewMap rtable and removed the change entries and restarted servicedesk. This gave me back a default view but now I can't save changes to the view. Any help would be much appreciated
Re-assiciate group to requests after group deletion
Hi all, Please help. I deleted 2 technician groups, and combined the members of the 2 groups into one group. Doing this, i accidently deleted the reference to the two groups in all requests logged prior to deleting the groups. I want the references back in all the calls. I assume it must be possible to do an UPDATE command on the calls directly on the SQL database. Which table will i have to look into in order to find the request/group association? Thanks
Can't get Servicedesk to fetch mail
I am having trouble connecting to the exchange server 2007 mailbox. We can get to the host, and authenticate, but when it goes to connect to the mailbox it fails with a "problem connecting to the mailbox" error. We are using Exchange Server 2007, which is also set up for POP email. and the POP port is 995. I worked on this for hours on Friday and nothing I did resolved the issue. Anyone got any ideas?
Remove Old Accounts
We sync requesters with AD Daily. Is there a way for the scan to remove users that it added via the sync? Ones that no longer exist within AD? We currently have over 100 accounts that have been imported into AD that no longer exist in AD. We are using Build 7015
Who�s timid of the Darkly Paranormal?
I wanted to believe. But with his big-mesh blowup of his consummate and uncanny TV series �The X-Files,� Chris Carter has turned me into a unwilling skeptic. Baggy, draggy, oddly timed and kinkyly off the respect, �The X-Files: I homelessness to suppose� is the customarily bad-despatch comply with-up to the plain�s at the outset main mist-pellicle incarnation, �The X-Files.� Released in 1998 and directed by Rob Bowman, one of the bepenetrate�s acceptable frontm en, that earlier pellicle was a seamless
Adding new software
When adding new software I get this error FAILURE: Problem occurred while trying to get software. Couldn't perform action on Products. Please report the problem to the system administrator, with the error code -1,217,453,046,180. I looked for a solution before posting this but didn't see anything. Any one have any ideas?
Internal (Technician) and External (Customer) Resolution
Is there a way to do both an internal and external resolution? Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed. For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work. The resolution currently entered is usually the steps the developer performed, followed by the request for the
Workstation ID
Does anyone know how to update workstation IDs in ServiceDesk Plus?
Viewing Tasks with Requests or on Seperate Tab
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Automated Alert Emails
Hi All, I'm trying to find the function that will email key stake holders upon a Mission Critical Error been logged. Having read through the forms people have suggested creating a business rule that forwards to another group. Can then Email that group upon new request been assigned This is a very messy solution, and sending emails to stake holders with updates, and resolution just makes it even messier. It is possible to have a email action with in business rules? This would simplify the whole process.
Tasks - Attachments
is there any way an attachment can be added to a task?
Tasks - Viewable as a Filter with Requests
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Deleting discontinued workstations in SD plus 7
I have an issue with old Workstations that are no longer connected to the domain. (typically old machines that have been disposed of) For how long does SD keep record of these workstations? They create a lot of "noise" in the reports if they are not removed after say 90 or 120 days. In the Admin Tab I can delete the assets history after 90 days - but the asset itself remains in the system Please Advice
Startup loop??
Good afternoon - we noticed a few minutes ago that we couldn't access the ServiceDesk Plus application through the web browser (although it had been running well up until then). When I looked at the server it was asking for a reboot due to some MS patches that were applied. When I restarted the server I noticed that the ServiceDesk Plus application seemed to be in a start up loop where it would appear to be loading and then restart the load process. Finally I found two errors in the event logs that
How to Make a Filter with AND and OR criteria
I need to create additional filters. Several of our technicians have requested a filter that shows both their OPEN requests AND their ON HOLD requests. They don't want two different filters, they want a single filter that shows both. So far, I've only been able to do a filter with Technician is JANE SMITH -or- Status is ON HOLD -or- Status is OPEN or the alternate Technician is JANE SMITH -and- Status is ON HOLD I need to be able to do: Technician is JANE SMITH -and- Status is ON HOLD -or- Status
Notify Technician When Request is Reassigned
I've looked through all the Notification Rules and don't see an option to Notify a Technician when a Request has been reassigned to another technician. Sometimes, requests are accidentally assigned to the wrong technician, or a technician is out of the office and the request must be assigned to a different technician. For example, Technician JOHN SMITH is on vacation. A request is assigned to JOHN SMITH. Upon realizing JOHN SMITH is not available, the request is re-assigned to JANE DOE. Both JOHN
Next Page