Classify without responded SLA
I need a solution We are planning on having a technician who sets the classification as tickets come in. However, we do not want the responded SLA to be satisfied when he does this.How can we have the...
View Articleowner process can't add comments ( SD 7.5)
I need a solution Hi Gurus,the Assigned Worker can't add comments to the ticket. The log show"You do not have permission to add a comment to this process."Any idea ? Regards
View ArticleImport printers from printservers
I need a solution Hi,In our organization we have 300+ printers. I'd like to add them to servicedesk's assets. Is there any way to import those printers from our printservers? They are not stored in AD...
View ArticleIncident Description formatting in ServiceDesk 7.5
I need a solution am i completely missing something, or is it no longer possible in servicedesk to format the incident description at all? it's not even recognizing line breaks. so what we have in...
View ArticleService Desk - Time Spent per User
I do not need a solution (just sharing information) I have searched for this solution for a while and after some guidance from Damon I was able to come up with the following.This will give you a list...
View ArticleServicedesk 7.5 MP1 Incident Management Escalation
I need a solution Hi Everyone, I'm currently performing a test on ServiceDesk 7.5 MP1. I'm excited to experience how the way it works since it said to be more stable (compare from previous releases)...
View ArticleServiceDesk 7.5 SP1 http vs https Issue?
I need a solution I see ServiceDesk 7.5 SP1 (previously referred to as Apollo and 7.6) has made it to the SIM. Has anyone else tried this yet? I'm seeing an odd issue where I can update Workflow but...
View ArticleAllow Remote Connections gone in 7.5 SP1 ?
I need a solution In our install docs for ServiceDesk 7.5 MP1 we have a reference to the settnig "Allow Remote Connections" in the LocalMachineInfo Editor tool. It was found in the Workflow Server...
View ArticleService Desk Incident TAGS
I need a solution Hi,We are in the process of installing Altiris Servide Desk 7.5 MP1 in our environemnt. I noticed that you can add TAGS to article and documentation within your knowledge base that...
View ArticleAD User Credential Prompts in SD 7.5 SP1?
I need a solution I have two completely separate environments upgraded to ServiceDesk 7.5 SP1 and I've been noticing a couple of user experience things for user accounts synced from AD:When first...
View ArticleServiceDesk Multi-tenancy
I need a solution Hello all,Is there any multi-tenancy capabilities available in ServiceDesk 7.1? I want to restrict users from viewing other support groups incidents. Support engineers can view all...
View ArticleServiceDesk email responses
I need a solution Is there a way to stop a user from replying to a closed incident, and give them a message the incident has already been closed? We close tickets after we can't contact them for 3...
View ArticleService desk Update
I need a solution I was told there is a Service Desk update that is suppose to go out shortly after the 7.5 release of client managment platform. Any date or what is in it?
View ArticleUsing a VB script to help speed web pages
I need a solution I found a article about using workflow to open all pages and then close them every 5 minutes to speed up pages.i made a vb script that does the same thing and put it in the...
View ArticleWait for multiple Fulfillment Tasks
I need a solution Good morning everyone. I have a workflow im working on that has several Fulfilment Tasks that can be used depending on a True False Rule before it. For example if the True/Flase...
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SD 7.5 MP1: Need Help Assigning to a Queue in a Workflow
I need a solution This is driving me nuts. I can't seem to get the queue assignment to work right in a custom workflow web form. I've followed similar instructions here but the assignment still...
View ArticleMoving old HD 6 Closed Tickets to ServiceDesk
I need a solution Using the migration wizard, can closed tickets in Helpdesk be brought into ServiceDesk? We would like to have the old tickets for historical reporting purposes. Not talking about a...
View ArticleServicedesk 7.5 sp1 switching SMPs
I need a solution We are currently running a 7.1 SP2 MP1 and are in planning to build 7.5 is there an issue in swaping smps when the new server goes live?
View ArticleSD 7.5: Unable to Publish to Process Manager
I need a solution I hope someone can help but it might require a call to support. We are unable to publish to ProcessManager from Workflow Manager. I put my credentials in when asked and the drop-down...
View ArticleSD 7.5: Change admin password
I need a solution Can anyone guide me on how to change the initial admin password used when installing SD? I attempted to do a repair of workflow and do it that way but the repair fails and looking at...
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