Notification options inconsistent
Some notification templates do not have the option to add useful fields. e.g. the Task notification can not add the actual "Created By" field. All fields should be available for all templates. It would also be nice if there were a template for Notes, and an option to email the technician on the closing of requests.
Permissions on announcements
Where in ServiceDesk Plus 7 do I add/change permissons for announcements? Can�t find it.
Report - Requests by Department
I have two sample requests in my running demo. Both are for the same department of "T550". When I run the Requests by Department report, the following bar chart is presented: Requests by Department Generated by Chris Schear on : 11-28-2007 14:47 Total records : 2 Created Time : From 11-26-2007 00:00 To 12-02-2007 23:59 The horizontal axis reads, "Department", with a count of 2. It doesn't actually LIST the department by name. If I had 500 tickets in my demo, all assigned to 30 different departments,
Where should feature requests really be posted?
I've noticed that there are four places to post feature requests: 1) the general forums, where they seem to get the most attention 2) the feature request forum 3) the feature request form on the support page in the SDP web interface 4) the roadmap site - where they seem to get very little response Can you please let us know where we can post feature requests to get the most attention and feedback? I have a large number of pent up requests from my evaluation phase, and if i'm going to submit them
Request "Created By" wrong in email
First of all, I'm quite dismayed by the level of poor quality assurance testing of this software and am convinced every AdventNet product should be considered advanced Beta software. I continue to find a lack of attention to detail in almost every feature of ServiceDesk and SupportCenter. The straw which broke my back this afternoon is the Notification Options for requests. I have the following configured: Alert Technician by Email when a request is assigned I logged in as a Technician and created
Question on autocloseing of requests
I have autoclose enabled with a 1 day timer. I set a request to RESOLVED and in 25 hours it was changed to CLOSED. When I log in and look at the closed ticket I see the following in the yellow status box: ----- Close Accepted : No ----- What does it mean to "accept" a close? How does one accept it?
Internal web address question...
Right now everything is running fine, but to access the helpdesk we would go to: http://helpdesk:8080 I would like to be able to access it by going to: http://helpdesk Is this possible? Thanks Keith
Feature Request: Changes to the quick request entry area
When we want to do quick entry we need more than the three fields provided, but not all of the fields on the full form. At least the option to either auto-self assign tickets or have the technician field in the quick create area is essential.
Feature Request: Complex Request Filters needed
Right now filter criteria are either all "and" or all "or". We are having difficulty getting the views we want with the current options. For example: ( (tech = TECHNAME) AND (status!=CLOSED) ) OR (tech= UNASSIGNED) Goal: To show all of "my" tickets which are NOT closed (yes if open, yes if on hold, yes if waiting on 3rd party, etc), AND to show all of the unassigned tickets, in case there are any I need to be aware of (AV conf support requested in 5 minutes, no one assigned, etc). This is slightly
New Custom 'Summary' Report; how to create sub-reports.
Version 6.0, build 6012 I do not see any of my reports available when I try to create a Summary report based on sub-reports. How do i create a sub-report 1. Click reports section, 2. Click summary report, 3. Inventory module is the only option not grayed out, 4. Click proceed to report wizard, 5. None of my custom reports are available. Thanks Jack
Editing Request Type
Can request type be edited in the same manner as most other fields on request form? If not, does request type have an impact on how the request is stored, or processed?
Server migration problem
I am planning to migrate my SDP from linux to windows2003 i use backUpData.sh then shutdown the new SDP run restoreData.bat but it returns: Could not extract the backup file. Please ensure you have given the correct file. both SDP over linux and window2003 is 5.5.0 whats wrong with that? pls help me
Editing fields with merged requests
Hey All... We've had a couple of issues when we merge 2 jobs together, and after they are merged try to edit the individual fields doesnt save the changes made. i.e changing categories, technician etc. Is there something not happening that is supposed to??
Restrict REPORT access for technican by GROUP
We are running build 6010. We have a requirement where different technican can only access information for the GROUP assigned to them. By doing this, we create a ROLE for each technincan, and specify 'Request technican can view all in GROUP and assigned to him'. This seems to work for REQUEST but NOT REPORT. What we observed so far is when technican go to run the reports, it will show ALL and NOT just GROUP assigned to them. We are not sure if this only happened when the REQUEST do not have any GROUP
Cannot scan all workstations with Windows Domain Scan
I'm trying to Windows Domain Scan in our domain so I can populate all the workstations. However before I scan it doesn't display all the folders from Active Directory, only some of them. I check the Office folder so it'll select all subfolders hoping it'll detect all workstations. However when I scan, it only detects workstations from the Wilmington folders. I have about over a 100 PCs in the Charlotte and Raleigh sites together. Something seems to be wrong with how its trying to recongize the workstation
About SDP SLA
hi, I just wonder how SLA works in SDP. I create a rules in SLA but it seem's that there is no pending request on me althought i see it in over due. How does ot works? Is this only work as notification thru email to a technician? Thanks.
Contact Number and Department fields are not populating...
When filling in a New Request... Under Requester Details, using the name lookup function withing the Name* field(i.e. type a few letters of the name it provides you a selection of names to chose). When you choose a name and there is no associated workstation(i.e. No Asset Available) it will not populate the Contact Number and Department fields. It does work fine when there is an Asset associated to the user. We only associate workstations to departments and not to users. Build 7005
Internet Explorer 7 error
When requesters try to submit a new request, upon clicking the �Add request� button a dialog box pops up with the message �exception : [object error]�. This is only happening with Internet Explorer 7, IE 6 works fine. Other forms such as the log in page run fine. We are running ServiceDesk Plus version 6.0.0, Build 6000 and IE version 7.0.5730.11 Thanks for any help you can offer
Escalation Email to Reminder?
Hi! Is it in anyway possible to have information used by email escalation to be inserted into the addressee's Reminders? Just on the off-chance the addressee does not read his/her email ;-) your comments and help are greatly appreciated! rgdz, Chris
No software link
I have build 7005 but I can't see a Software link on the Assets tab! Is there a problem?
Purchasing
I want to begin using the Purchasing functions of Service desk to track purchases and create Purchase requests for our department, as well as printing off the purchase orders from ServiceDesk and turn them into our purchasing people. Our CFO won't let us do this unless we can change the header to say Purchase Request instead of Purchase Order. I believe his intention is to avoid confusion in our purchasing department. Is this possible?
Import Category List from CSV, XLS
Category List can be imported from a csv or xls file. This is useful to mass adding of categories, sub-categories, and items.
Hide recipients of software notifications from each other
Introduce the ability to send the e-mail software notifications blindly to recipients so they don't know who else has the software installed. Also add the facility to copy the e-mail to another person(s) At present all recipients of the notification see who else got the e-mail, and you don't want to accidently tell the person in accounts to uninstall the latest music screen saver at the same time as the Head of Finance, the hassle factor for the service desk operative and embarrasment of the HoF
Remove the node license feature
Rethink the way the product is charged for, removing the need to license based on items in the asset register. The model introduced for V7 may be good for adventnet but is less desireable for the end customers of the product. If it must be asset based , then restrict the count to Workstation type devices, ones where the tool adds significant value by being able to log in and collect data about the item. It does nothing for a USB attached printer for instance so it shouldn't be counted. Some would
Active Directory Import
I am having trouble importing users via Active Directory. It appears that SOME folders in AD are not visible through the import wizard, while others are. I am able to import userrs perfectly for the folders that are visible, but can't seem to figure out how to get the other folders to show up! Does anyone have any ideas?
Editing closed requests
Once closed, the request must be documented and preserved to future audits. To improve the credibility of this process, tickets that were closed, should not be editable. If a closed request must be edited, these must be reopened (only for authorized technicians - these technicians should have specific roles in them credentials); after been reopened, the technicians can edit them.
Maintenance Windows in Operational Hours setup
8) I know its asking a bit much, but if the operational hours setup had the ability to assign a standard maintenance window, this would go a long way to ensuring changes were applied during the window and also that the users would know when systems may not be available. Even in a 24x7 environment.
Notification Rules using Role assignments
In TrackIt we used groups to assign notifications so that items did not get missed when assigned to single individual who is on vacation or special project. It would be very positive if we could use this same concept in SD+7!
Version 6013 Released
Hi All, Version 6013 has been released. Issue fixed in this update : 1. Usernames were not imported properly from the AD. Instructions to apply the hotfix and the link to download the hotfix is available @ http://www.servicedeskplus.com/service-packs.html Email me if you need further clarifications. Rgds AK ServiceDesk Plus Technical Support
Limitation of ServiceDesk Plus Asset Management Module
Hi, Actually I would like to know what is the limitation of Service Desk Plus Asset Management Module -Free Edition? Thank you.
"Do you want to save changes?" popup
Would it be possible to have a pop up asking "Do you want to save your changes?" when exiting from screens after making changes to text fields? Thank you.
Change default request view
Is there any way to change how the technician views requests. If a technician clicks on Pending Requests on the Home tab I would like them to see "My Opened or Unassigned" instead of "My Pending Rquests". Does anybody know any way around this.
migrating from sql 2000 to sql 2005 on a different server
what is the easiest way. I tried this.. stop servidesk detach database from sql 2000 attach database on sql 2005 ran changedb.bat and changed from old sql to new sql server last step is where it didn't work.. It reports back saying there is no sql server even though there are some databases already living on the new server. Any ideas? Or am I doing this incorrectly Thanks
Update Requests via Email
Does the Service desk software support updating request via email? It would seem that a sender / subject match would cause the request to automatically update the request instead of creating a new request.
Restricting Request Templates
Hi We have one special requester (a vendor with their own logon). What we want to do is restrict what request templates they have access to we only want them to be able to see & use 1 specific request template & nothing else (to avoid any confusion!). We want all of our other requesters (internal users) to see all other templates that we publish in the self service portal, can someone please advise if this is possible? Thanks
Report per Site
Hi I want to have a Report per site. SELECT dpt.DEPTNAME 'Department', wof.UDF_CHAR1 'Filed SITE', <-- THIS is what I'm searching for wo.WORKORDERID 'Request ID' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID LEFT JOIN WorkOrder_Fields wof ON wo.WORKORDERID=wof.WORKORDERID WHERE (wot.THD_WOID=wot.WORKORDERID) Does some one knows how to make this report? Field Site is the Site from the Admin --> Sites
IMAP Disabled
Support: Our SDP v7 Enterprise Edition is using MS Exchange with SMTP enabled but POP/IMAP disabled due to security policies. Can you give me what features do I lose with this setup? If there is a workaround for a POP/IMAP disabled Exchange server please let me know. I have been requesting webex for quite anumber of days now as I also have some security concerns on the scanning. MON AGUILAR
Editing $requestlink to add FQDN
Forgive me if this has been documented somewhere already, I haven't been able to find it. How might I edit the $requestlink that is sent when a ticket is opened to add the FQDN? We are testing out ServiceDesk, and it is on a test domain of ours, and when demoing it to our director we want to be able to show them that without having to type it in. We want to be able to just click the link. I looked through the directory structure, but not sure where to actually look. Thanks in advance, ben
Fields not available in reports
There are a lot of fields not available for reporting in version 7. I think this should be a bug of version 7 because they were available in version 6 For example is the assets reporting there is no price no serial number no location...all fields that are part of the asset. Can you please tell me when will this be fixed, in version 6 theu were available.
ServiceDesk migration pack 6 Professional to 7 Enterprise
Hi, Will it possible in the migration pack 6 to 7 to export/import (thus migrate) "selected" an specific information. E.g.: suppose we only want to migrate the solutions (knowledge base) from SD 6 Professional to SD 7 Enterprise Edition (our version we just bought a month ago): Will this possible ? I need a quick answer ! Marc HUYBRECHTS Coordinator Infrastructure ICT AWDC Antwerp World Diamond Center
Next Page