Feature request smtp mail in and centennial inport or link
We don't use POP3 mail on our exchange server so would like to see smtp mail in. Facilities to connect to external 3rd party databases such as Centennial Audit would be good too. I've used the free demo and would buy this superb service desk software in an instant if there is a work round for the Inbound mail. Phil.W
Custom Filter View Options? Permissions? Eeeeeeeeeeep!
Hi Hi again! I've created a special view under Administrator where the helpdesk can view requests that have the status of: Open, On Hold, Project, Pending, Scheduled, Delayed etc Basically anything that's NOT on hold. I have not ticked the box to make it a private view. I can see it in my drop down list ( See attached ) But when I connect as a user, like the helpdesk, who have less permissions, they do not see the custom view. they only see a couple of basic ones. How do I enable this? I need them
New Install / linux -> xp / Failing miserably
Hello, To test out the product we put ServiceDesk Plus on a linux box. We found that gathering information from windows machines to be "hit and miss", and thought we'd try it on a windows server. Worked great! In the meantime, for "testing" we have entered a LOT of data into the SD+ on the linux box. Now we have installed SD+ on a windows box, acquired the enterprise license key, and wanted to transfer the data from the Linux box to the windows box. Unfortunately, the backup/restore routine doesn't
How to migrate ServiceDesk w/sQL 2005 dabase to new server
Is there a procedure for moving a Service desk 7 install with SQL 2005 to a new server? thx,
Change Approval N/A, no calendar view
I have been implementing the Change Managment in the system. I'm having problems with the approvals. When I select standard the approval works great, system generated, and gets sent to the change calendar. But when i try the Major Change Type, and the approvals get sent, and approved, it does not update the approval status on the change itself (approval status : N/A) and does not go to the calendar. Any help on this one would be great. Thanks! Mike
Assigning unassigned requests to a technician
Hi, I am setting this product up at my company and everything looks to be in place except for one thing, email requests. Currently if someone emails in a request, it will sit in the queue unassigned to anyone and we won't see it until we log into the help desk. Is there a way to make all unassigned requests be automatically assigned to a tech? I believe it would be possible in business rules, but everything I've tried doesn't work. Any help would be appreciated. Thanks, Matt
Requestors with multiple workstations
We have several requestors who have been assigned more than one workstation. How do we change the default workstation associated with those users when they submit a help desk request via email? Thank-you for your time.
Logging Requests frequently results in a blank screen
We are running SD Plus 7 build 7009 and using the IE 7 browser with all hotfixes. I am being told by our first line team that often when one particular user logs a Request she gets a blank screen instead of a successfully logged Request. When she then goes in to the Request list the one she has just logged is not present. If she tries again the same thing happens again until she closes down her browser and then re-opens it. It does suggest a browser issue but she is using the same as the rest of
Software Types in Assets
Is it possible to add additional Software types? I would like to add a software type of Trial Software for all the copies of 30 day trial type software that are out there on our fleet of laptops. This way I could report on them and follow up the purchase or removal of them from the relevant PC's. Also when you change software to Managed is there a way to associate software without causing the associated software to increment the licence count?
At me the request \offer on the SDP interface and SPD work
Good afternoon. At me the request \offer on the SDP interface and SPD work: 1. When the user sends the request the letter in to SDP, it puts in a copy the management and other employees. There is a necessity that all these people who are present at the letter, had access on viewing of the application ! 2.Very low there are very important fields: Request Details and Time Elapsed. It is necessary to twist scrolling of the mouse much. It is possible to bear these items in the top menu?
Employee ID/History/Categories
My organization is driven by employee ID numbers rather than employee names. Is there a way to make the employee ID number appear in the "Requester Details" portion of the request? Is there a way to search requests and pull up all previous requests for a given employee ID number? Also, is there a fast and easy way to view any previous requests for a specific requester rather than manually searching each time? We need to be able to see each individual requester's history as he or she calls in. We
Purchase Order - Option to select which items are taxed
Currently within the purchase order, there is no place to check if each item are taxable are not. I have many cases within a purchase order there is no tax related to that particular item (i.e electronic recycle fee (monitor purchase) and so on). Will there be an option to have certain item be taxable and some not. It is a pain to do the "Price Adjustment". Thank You, Hoa
importing users from AD creates clones
I had imported users/requesters from a csv file in version6 and now enabled AD and imported users. because of the username and password field containing data now I have duplicates for every user. One with log on information and one with assets bound to them. Can I merge these some how? talking about 500 users I don't really want to reassign assets to all of them. This is in a test environment, so I'm not worried yet. If in the future when fields are added in AD like email, will this generate duplicates
task time fields slow to modify
The method of clicking or shift-clicking time fields on CUDTask.jsp task edit window is clever but mouse intensive. Please also allow direct keying into time fields. I'll go on record here that anywhere you require picking dates off the popup mini-calendar are similarly nice application behavior, but slow down the power user which is often what technicians are. One chief complaint our techs are voicing here in our new use of this product is the frequent mousing that is required. They view it as a
Approve POs
How do we approve POs in 7009?
Workstation Import incorrectly maps Service Tag (SDP7)
It appears that when you import Workstation assets via CSV in build 7009 the Service Tag is NOT populated from the field you select in the import process. I have my CSV mapped out as per the import layouy for workstations, so named as per screen and in the same order., just to make the import as me proof as possible. However the Service Tag ( 3rd field in the file ) is not making its way onto the database, it is being overriden by the MANUFACTURER. In the end I've put the Service Tag info into the
SDP asset discover Cisco phone 7961 series
Hello, I have a request by our telecom specialist whether we caould include our TOIP phones in the asset discovery of SDP. Cisco 7961 series phones. I have tried using a network scan and the correct snmp community string but i receive RCP errors. I am wondering if this is possible and if anyone else has been able to be successfull scanning these devices? We get the ip and DNS, but need also the MAC anything else would be a bonus. Doing this manually is not really an option due to the volume of devices.
report bad date
Hi all, When I create custom report, using Tabular Report -> TimeSpent , and select columns (see screenshot1) I cannot have access to Description field. Querry: SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',pd.PRIORITYNAME 'Priority',aau.FIRST_NAME 'Requester',rc.DESCRIPTION 'Description',rc.MM2COMPLETEREQUEST 'Time Spent' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID LEFT JOIN SDUser sdu
Resend approval request.
Hello, Is it possible to resend an approval request e-mail to an approver. The approver did not received the first e-mail or a wrong e-mail address is used. If not possible, is there a way to get the approval request id? Regards
How do you delete a report?
Hello all, I'm new to using Servicedesk Plus so bear with me. I created a report in error and cannot figure out how to delete it. I do have admin rights.
Rollover on subject line for SDP 7
We seem to get a "pyramid" effect with the rollover now that we have migrated to SDP 7. This happens in both Explorer and Firefox.
PC's become unassigned
Please help us with this challenge. I am sure that it has been noted before but I cannot find it so I apologize if this is already available. Service Desk Plus 6.0.0 6012 We have noted that PC�s become un-assigned. We do not know why and cannot find a pattern. [ list]� We turned off the automated Domain Scan months ago but it still happens o Is it true that when a domain scan is run, a workstation that is not operating and on the domain is unassigned? � I noticed today that the automated auditing
CSV import doesn't support russian language
SDP 7.0 doesn't support russian language (unknown symbols) when I try import to the database. What about this bug?
At me suspicion that the scheduler in SDP 7009 does not work
Good afternoon. At me suspicion that the scheduler in SDP 7009 does not work: 1. Not import Domain users 2. Not backup SDP Can advise as where to look, to understand - why does not work ?
Assign to not working...
I just upgraded to 7009 and when a tech goes to reassign a work order they can select any group and it will only show the members in their group. It will not populate the tech's within the group they clicked on. Does anyone else experience this issue?
Annoying as hell bug in template tasks
If you create a task, which has a title which is too long to display on the task list when editing a request template, you get a popup box telling you what the full title is. however, the whole title becomes several mini links together, and only the letters become clickable, rather than the whole row. As a result it becomes a bloody nightmare to edit a task after that, as you have to click right on a letter rather than some whitespace. Can this be rectified on the new update please, as I have no
SDP domain problem
Hello: When I use SDP ,I meet a problem. Version:7009,Enterprice. Here have a Domain,several OU. a user in the domain,but don't in the requester list of the SDP.But when open the website http://***:8080 and use his Domain username and password. He can login!!!!! Then I look the requester list of the SDP, I found out the people's account input the requester list automaticly. I want to know what's the reason???
Purchase order issues
I have an 3 issues with purchase orders that are required for my organisation to use this functionality within servicedesk plus, these are: Ability to add a custom field, or the adding of a cost centre to log which cost centre who requested the item. I use PO name at present, but it is far from ideal. Is this possible. Ability to add an attachment, such as a licence scan to satisfy FAST for licence compliance. Will this be available in the future? When I create a new purchase order for a software
ITIL compliance
I have been evaluating the new version of service desk plus and have noticed a function that is missing (in my eyes anyway). This is adding documentation to an asset, either by an attachment link, or for completeness, adding a category for documentation that could be linked by a relationship. This would allow me to keep pdf's etc and the latest config for a switch or router attached to the device. Is this possible
Requester access to notes & suggestion
We use notes extensively to allow the support team, as well as the end user upto dat with what is being down. However, when a requester logs in, they have no option to see the note column from their initial display (even if they click on the configure columns button). As a result they then have to go into each request to see if a note has been added. Question 1 - How can I get requesters to see the notes column on their initial display (My requests/Department requests etc)? When anyone goes into
rc.DESCRIPTION not shown in custom report Time spent
Hi, Our SD+ version is 6015. Spanish localization. We have a very strange problem. When we try to create a new custom report, Tabular, Time spent, in the column pickup list, the field Description of rc, do not show. We think there is a problem with our database, we install in a test machine, a fresh SD+, and it works fine. Any ideas ? Thanks in advance
Just installed v7.0 Enterprise.....Change Module...
Anyone here yet got to grips with the Change Module? something I have noticed, is that currently we get developers to go to a webpage and raise a change request in a web form which basically then posts that change to the service desk mail box we set up - that then gets polled and the change is picked up as a standard SDP Ticket. Out IT Helpdesk then assign a priority 6 to these tickets and they get put into the Change Mangers queue, who then approves or rejects the Change Request and subsequently
Purchase/Inventory
Hello, When i try to add items in step 2 of the purchase tab, it wont show any. But, if i try to create a new one it says that i already got one with that name. I create the items by going to Create/New product. I also tryed to create only by following the steps in the purchase tab and it went ok. The problem is the items (lots of them) i already created. Can you show me a way to use the items i already made? Thnks in advance. Regards Nuno
Is there a way to report on tasks that have "re-opened&
We would like to report on number of tasks and we would like the re-opening of a task to carry the same weight. Is there a DB field that indicates this? Thanks Jerry
Allow to see all requests for the department
Hello, I have some department managers who would like to see the requests submitted by their departments. I select the "Allow to see all requests for the department" option under their profile and it works great. Every few days or so I have to go in and reselect that option. I am guessing when AD imports it over writes this option. Is there a way around this?
New computer objects in AD are not imported by scheduledscan
New computer objects in AD are not imported by scheduledscan. I think the problem is that i can't configure the "Check for newly added workstations every X days". SD seems to 'forget' that setting over and over again.
How long does service desk keep old closed/resolved requests
If old closed/resolved requests are kept on the system forever, the database will get larger over time, which make backup a painful job. I don't know how service desk deals with closed/resolved requests that have not been accessed for a long time. Thanks, Andy
assign incoming requests to a certain category automatically
hi all Is it possible to assign incoming requests automatically depending on certain keywords in the subject? We get e-mails generated by Servers all with a certain word in the subject and we want to assign them to a certain category upon reception. I've found a standard-category to choose for every ticket, but that's not what I want... thanks!
ServiceDesk Plus and SupportCenter Plus Online initegration
It would be nice to recieve requests from customer's ServiceDesk when they escalate request to your SupportCenter. Or I don't know that it is already done?
Replies to a Merged Request Creates a New Request
When someone replies to a request that was merged to a previous request, that reply is captured as a "new" request. Is this the intended behavior? It seems that the email should be added to the original request's conversation rather than creating a new request.
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