Creating Report - Resolved By
I need a solution Is there a way to create a simple report with the "resolved by" field? The Closed by Owner report is close, but sometimes technicians close reports that are in the quueue (not...
View ArticleReport Designer Field Descriptions
I need a solution Is there any sort of guide that lists what the Report Designer fields are, in the reports of ServiceDesk 7.5? I'm seeing some reports that might be useful (that I could modify), but...
View ArticleCopy ServiceDesk Reports
I need a solution Is there an easy way to copy all of my existing reports in ServiceDesk? I see how to do each report individually, but it would take a while to copy into a backup folder. I would...
View ArticleServiceDesk 7.5 behind F5 hardware load balancer
I need a solution I've asked this question about 20 months ago and didn't really get any responses so with 7.5 being out I thought I'd ask again. I understand the concepts and the instructions behind...
View ArticleKnowledge Base Articles in ServiceDesk
I need a solution I'm not able to import articles with pictures into the Knowlege Base in ServiceDesk. Is this possible? For example, we have a lot of Word documents that have screen captures in...
View ArticleServiceDesk 7.5 Training
I need a solution Is there any formal Symantec training classes available for ServiceDesk 7.5 (beyond the video and support documents)? Everything I see listed for training classes is for 7.1, which...
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Ruleset Execution showing in user comments
I need a solution How do I get rid of the Ruleset execution in the history without losing the view to user comments. Here is what is showing up.
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menu´s de la consola de Service Desk 7.1
I need a solution holaBusco la descripcion las funciones o acciones de cada menu de la consola de Service Desk 7.1 Gracias
View ArticleRuleSet problems after upgrade 7.5 mp1
I need a solution Hi Gurus,I am on migration/upgrade process to servicedesk 7.5 MP1, but I am getting a error with Rulesets Error,Friday, September 06, 2013 11:06:34 AM,[global] RunSlaRulesets -...
View ArticleEmail Notification not being sent if Auto-Calculate Priority is selected.
I need a solution HiWe are currently running ServiceDesk 7.5 MP1 and Workflow Solution 7.5As Symantec ServiceDesk replaced another Helpdesk solution, the company wanted to keep some terms and...
View ArticleCustomizing incident report page
I need a solution Hi,Is there any way to customize the incident report page (servicedesk 7.5)? I'd like to add some fields and remove some. Also, I've added a new folder under the service catalog for...
View ArticleInbound Email formatting in ServiceDesk 7.5
I need a solution I have ServiceDesk 7.5 setup to create tickets from inbound emails and update existing tickets and the process seems work OK but the body of the emails seems to have all the line...
View ArticleLicense check Failed for this request.
I need a solution We are having problems when opening up existing incidents in ServiceDesk. The error is: License check failed for this request. Either you do not have permission to access this...
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Make your Symantec ServiceDesk mobile
I do not need a solution (just sharing information) We have created a solution that integrates with your Symantec ServiceDesk and enables both end users and technicians to create and work with...
View ArticleAutomate Incident Type based on Classification
I need a solution Does anyone already have a solution or can throw some ideas my way for how we could do this?We already route based on classification. However, we would like to also set the incident...
View ArticleService Desk Force Initial routing rules
I need a solution In the Technician Incident Form if you assign an analyst directly the initial routing rules doesnt work. How can I force the use of the inicial routing rules?.The Service Desk...
View ArticleHistory - Applying Filters
I need a solution In a Change Request and Incident the 'User Activity' entries only display if both the 'Audit History' & 'User Activity' are selected. All of the other options I tested appear...
View ArticleInstalling SD 7.5 with an Alias
I need a solution Here's the problem. We are currently running SD 7.1. The server name when installed a few years ago happens to be the name that we'd like our clients to continue to use but as you...
View ArticleSD 7.1 SP2: Unable to classify emails
I need a solution When emails come in to ServiceDesk, some appear in the Service Manager's queue but when we go to try to classify the messages they error out with the error found at the end of this...
View ArticleInclude Assigned to Queue in Process History
I need a solution Is there any way to include the group or queue that a ticket is assigned to when the OnTicketAssigned ruleset is triggered? Similar to the OnOwnershipChanged ruleset, where the...
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