Report Date
I have just run a report for Category for the previous month. Why does the report header show the following, its not a true indication of the date period Generated by xxxx xxxxxx on : 02-25-2008 14:25 Total records : 152 Created Time : From 01-00-2008 00:00 To 30-59-2008 23:59
Ticket Sequence No. not normal
Hi we are still running SDP 6 seems our ticket no. sequence is not correct. i suspect something not correct. As no. of cases in a month is around 500-600 but the Ticket sequence no. jumped few thousands. any option to trace what happen to these nos ? all our ticket nos have subject line with ###23442## format, so each case will merge to its own. appreciate any reply on this. thank you. regards, vijay
Merge - Question/idea
I just realized that (using build 7011) when you merge two items and a user sends a request referencing the request that was "merged away" it creates a complete new request. For example - User Request creates ID 10 User Request creates ID 11 I merge them and end up with ID 10 User sends inquiry about ID 11 with ##11## in their subject Service Desk creates ID 12 with this inquiry I haven't tested the User Web Portal so I'm not sure if the user will be able to find ID 11. Is it possible in a future
Filtering on subcategory
I would like to be able to write a filter on sub-category. When I do this, it lets me save the filter, however, it will not let me use it. When I go to apply the filter, there is a syntax error. It seems like it is just true of the subcategory field.
Multiple Reports In One PDF
We are currently having to generate three separate reports into three different PDF / Excel files. Is it possible to combine these into one report file? The queries are below. SELECT std.STATUSNAME 'Request Status',wo.WORKORDERID 'Request ID',wo.CREATEDTIME 'Created Time',wo.TITLE 'Subject',ti.FIRST_NAME 'Technician',std.STATUSNAME 'Request Status',aau.FIRST_NAME 'Requester' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
Reporting on new request type fields
We can't use the wizard for quick reporting against the new request fields just released. Is there any ETA on this fix?
Work Orders
Are you able to create work orders in SD+? For example, we have a long list of items that must be completed when a new person is hired: they must receive email, they must receive a network logon, a phone extension, a computer must be set up, etc. Currently, we have created "Request Templates" which have all these requirements as individual tasks. However, we would like to know if there is any easier method or if these can all be linked as a work order so that when one is completed a) the master technician
TEMPLATES
If all fields are active in request customiser how can you keep them mandatory for template 1 but optional for template 2? If you select manadtory on template 1 it HAS to be mandatory on all other templates which is daft!
Need to edit request to have related key information change?
We just cleaned up our departments and got rid of a bunch of old junk (misspellings on department names, duplicates, etc...). Now it appears we have to launch into EVERY request to get rid of the old departments on our reports. This could take weeks. Immediately, when we launch the request the new department appears, but not until then. Is there any short-cut to getting these to show?
Asset Report based on Installed Software
Hello, I want to report on workstation specification for all workstations running a certain piece of software. This is something we regularly do on our existing system (SDP not yet live). I can't see how to do this because the workstation spec and the software are in different tables and the new custom query option only works with one table at a time (I think????). I don't know much about SQL reporting but I guess this is why I see all so many requests for bespoke reports in this forum. (I also agree
Add link to external site
Hi, is it possible to include a Tab or link in the Jump to menu to an External website? I want to have a Forum site besides the Service Desk. People have a lot a question and i want them to share their knowledge. Regards, Jeroen
Attachment path
Hi, Currently, the attachments are stored on the installation directory. Is it possible to change the attachment path, so the attachment can be stored on a different path or a different server? Thank you,
Arabic Support
Hi, I am wondering if your application support Arabic officially as unoffically it does ? I did download a trial version and tried to import our active directory users, which are all in arabic and it did work. The version which I installed was 7014 now today I installed the hotfix 7018. During the hotfix installation I noticed in the command prompt window that some of the data that was arabic was shown as ??????? marks as in dos prompt you cannot see arabic data. But after the hotfix installed, and
Drag and drop of documents and e-mails
Hi Team, A very cool feature would be to just drag and drop files and mail messages. Is this planned for the near future? At the moment we are getting a lot of e-mails in our Enterprise mailbox, problem is that we do not support IMPA4 or POP3. So we are not able to sent and receive directly so we type all the mails manually. Sometimes we have a lot of documents related to the call and adding these are very time consuming. Thank you
Including sub-category in Business Rules fails with error
We get an error message when we try to include "Sub-Category" in any Business Rules. Even if I build a very simple rule with only a Sub-Category I get this error. We are using build 7015. FAILURE: Error while saving the Business Rule Details. Please report the problem to the system administrator, with the Error Code -1,215,096,664,749 I emailed this issue to support on 7/3 but didn't hear anything so I thought I'd post. Thanks
Notify Group by email when ticket closed?
Hi, I see that you added notify technician when ticket closed. That is great, but out other groups don't want to be bothered with our ticket notifications. Is there a way to only notify groups when thier tickets are closed? or have that added in a future release? Thanks for a great product and support!
Creating emails in Servicedesk - you MUST know the email add
When you forward an email in ServiceDesk, you have to know the email address you want to send it to. However when you start typing in a requester name into the requester field, SDP gives you a list of people matching that name. Why doesn't SDP use the same process for email as it does requesters? It would be so much better if I could start typing a name into the email address field and have a list of users to choose from, as well as having the ability to put in an email address which is not stored
Work Log
We are not yet live on SDP but IT staff are currently testing. I've had some feedback regarding the lack of formatting in the worklogs. Is this something that you guys running SDP find to be a problem ? Nothing much on the forums. And Support, is this any different in 7.5 or in future plans ? Thanks in advance
SQL to retrieve current Group name for Workorder ID
Hi Could you please point me in the direction of writing a sql statement to retrieve the current group name for a workorder id? Thanks Eric
FAILURE :Could not enable Active Directory Authentication.
Dear All, I installed Service Desk on Linux Centos 5 running on IBM Blade Server. I tried to enable Active Directory Authenticate but encountered : FAILURE :Could not enable Active Directory Authentication. Ensure Domain Controller is configured for at least one of the Public Domains. Another things is when tried to Windows Scan for Asset encountered : FAILURE :Domain scanning cannot be performed in non-windows OS. Please advise, Thanks
Linux Install - SD+ Pro Free Version
I am attemtping to install SD+ Pro Free Version to my test box, Linux; Linux Mint KDE CE Daryna DVD Edition Kernel: 2.6.22-14-generic Kmint already comes with Sun Java mint@mint:~/ServiceDesk/bin$ java -version java version "1.6.0_03" Java(TM) SE Runtime Environment (build 1.6.0_03-b05) Java HotSpot(TM) Server VM (build 1.6.0_03-b05, mixed mode) mint@mint:~/ServiceDesk/bin$ If I follow the debug steps as listed in another thread I get: mint@mint:~$ cat log.txt ------------------ file type: 0 file
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Drag and drop of documents and e-mails
Hi Team, A very cool feature would be to just drag and drop files and mail messages. Is this planned for the near future? At the moment we are getting a lot of e-mails in our Enterprise mailbox, problem is that we do not support IMPA4 or POP3. So we are not able to sent and receive directly so we type all the mails manually. Sometimes we have a lot of documents related to the call and adding these are very time consuming. Thank you
PO Approval Notification Fails
When submitting a PO for approval, I receive a message indicating that the message has failed and the PO does not progress to the Submitted for approval stage. Please advise.
Unable to type a resolution
Hi, We have a problem (on all clients) where we are unable to type in the resolution field. It's easy to reproduce: 1. Go to the view request page 2. Click on the resolution tab (now you can type) 3. Click the history tab and go back to the resolution tab Now the cursor is gone and you cant type anymore unless you click the left allignment button. Also the tekst typed in step 2 is gone. Any idea how to fix this? Version 7018 IE7 client's
Gray/Blackout unused fields
Hello: Is there any way to gray-out or blackout any unused fields? Presently we've removed the values from these fields, but it would be helpful to denote their decommissioned state by making them gray or black. Thanks for your help. Rosa
Request Editing
Still implementing SDP (waiting on 7.5). Just spotted an issue. I have allowed all technicians to edit requests. This seems to be essential. However I have just noticed that any technician can delete or edit an other technician work logs. Have you found that to be a problem in practice ?
Remote desktop sharing in 7.5
I see this as a feature that has been announced to be in Servicedesk 7.5. Can anyone provide more details as to what exactly this entails? is this part of the new inventory agent application? just a shortcut to RDP?
Date and time changes when editing a note within a request.
Hi, Running ServiceDesk Plus 7015, when editing a note within a request it changes the date and time to be current when saved. This is something that I believe should not happen. it should keep the original time stamp. Is this something that is being looked into, or is this the way that it was designed to work? When it does this it puts the note out of order from the others where it no longer makes sense. Thanks,
Turning off imbedded images in requests.
Hi, How can we turn off imbedded images in requests. Currently we have support email going directly into SDP. However I believe there is a security risk allowing imbedded images to automatically load within service desk. Other application such as outlook no longer allow imbedded images to be rendered by default because of these security issue. Please advise Marc
Upgrade to Windows Server 2003 and latest updates
Hi guys, Currently I am running SDP7 build 7015 enterprise on a Windows Server 2003 R2 SP1 server. The database is hosted on a MSSQL 2005 server. I want to know if there are any issues in upgrading the server where SDP is installed to Windows Server SP2 and then to the latest critical an security updates. Thanks, Raul P.S. I searched around the topics, but I couldn't find one that matches my current configuration.
Changing Standard request views
Can anyone tell me how I can change the standard request views from e.g. My Open and Unassigned to My Open and New Requests. I know I can create a custom view but I want to know what the filter should be to make this work.
Java.exe memory utilization
I've noticed that the java.exe process eats a lot of memory when performing an asset scan. I have 800 or so machines on the network (don't know if this is a large number, really) but 700MB seems like a lot of memory for that process to be using. Once it uses that memory, it doesn't release it until the process is restarted. Can someone give me an estimate of how much memory this process typically uses? If this is normal, I can throw more memory at it, but it seems the process should be releasing
Technician also a requester
How can we make technicians also a requester without manually adding each technician back as a requester?
Task from Changes
Hi, we start using more and more the Changes. But we have a question about the Tasks sent from the Change. When the user receives the Task, he can't see any reference to the Change where it was sent from. Is it possible to include this in the Task? Regards, Jeroen
system bounce message
When a user is no longer with the company and a ticket is still open, we try to close the ticket, system sends a message back saying " did not reach the following recipient(s): Joe_Smith@ABC.com on Tue, 8 Jul 2008 13:37:45 -0400 The e-mail account does not exist at the organization this message was sent to. Check the e-mail address, or contact the recipient directly to find out the correct address." How do I close still open tickets, without deleting them, for users no longer in AD? Thanks
List of Issues getting fixed in 7018 hotfix
Following are the list of issues getting fixed in 7018 and will be released (tentatively) by early next week. Issues fixed in this Service Pack: 1. SD-9229 - Issue with reverse calculation of sales tax rates based on product price when the price is zero in Purchase Order module during migration. 2. SD-9232 - Issue while fetching purchase order approver details when adding/editing a purchase order. 3. SD-9219 - Unable to partially receive item if the item name contains special characters. 4. SD-9261
IE7 can't open the Servicedesk Plus web page
thanks for your time and support i am using Servicedesk Plus version 7 build 7017. when i try to open it using IE7 it give me a blank IE page.. and nothing else when i try to open it using IE6, it works i need to open it with IE7 as all the computers i am using is Vista.
Naming items in PO Req
is there any way to have the same name but different part numbers. For instance I want to type HP Black Toner with a PN: C8767WN and the next item be HP Black Toner with PN: C9363QN etc.... but I get an error message. This would be the organized way to do this. or will I have to do something like have the PN in the name and also put the PN in the PN field. that would really make it look messy and unorganized.
Email request configuration
Hi support, We currently have an email group address setup for helpdesk request. This group comprises of four members of our IT department. The question is how do i configure the help desk application correctly to catch emails sent to the "helpdesk" email group into the application it self. We currently use microsoft exchange and all users can see the group within outlook. I have configured the help desk to forward email replys using the same helpdesk group, and it also emails us notifications when
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