Comments made by affected user
I need a solution We are using ServiceDesk 7.5 MP1. Is anyone aware of a method to have the owner of an incident notified by email if the affected user adds a comment to the ticket? I've tried looking...
View ArticleSD 7.5: Can't Work Incidents in Firefox
I need a solution Has anyone else seen this? I can not work an incident in Firefox on either OS X or Windows. I've tried FF 23 and up and when you click on the "Work Incident" link the page opens but...
View ArticleAdd a condition in service desk 7.5
I do not need a solution (just sharing information) Hi,How to add a condition in Service desk 7.5 that the ticket was not created with the theme of "Automatic response" email.
View Articleby Incident how many subtask can I create?
I need a solution Hi Gurus,I reviewed the documentation but I didnt find any related.
View ArticleAdd template between Incident resolved and incident closed
I need a solution Hello everyone,Someone know how could add a template between incident resolved and incident closed?Any idea to solve this requeriments?I have installed ServiceDesk 7.1 SP2 with SMP...
View ArticleReport/SQL
I need a solution I have this report and the data that feeds it comes from this query at the bottom of the page.I want a report to prompt the user at run time with a date picker that willselect the...
View ArticleDescription field does not allow for paragraph breaks
I need a solution Is there a way to add paragraph breaks in the description field of a ticket? For example: Title ASome words and whatnot.Title BMore words Thanks!!!!
View ArticleChange to SD.Email.Monitor in 7.5 SP1 - "New Incident" no longer required
I do not need a solution (just sharing information) This is something that had me scratching my head for a little and I thought I'd share it.One of the new features in the ServiceDesk 7.5 SP1 release...
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Using the Enter key to trigger the "Check For User" path
I need a solution When using the Advanced Incident form, after entering a user's e-mail address in the Select User input box you need to click on the button next to it. This triggers the "Check for...
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ServiceDesk 7.5 - mask SSN (in Rules?)
I need a solution In Helpdesk 6 we use an Incident Rule to mask any Social Security Number (SSN), we blank them out with Xs - XXX-XX-XXXX, we were hoping we could accomplish something like this in...
View ArticleUpgrade from SD 7.5 MP1 to SD 7.5 SP1 error in Incident Management Workflow
I need a solution Dear All,On upgrading from SD 7.5 MP1 to SD 7.5 SP1 (no errors detected in the WF 7.5 to WF 7.5 SP1 upgrade), the process finished and did not show any errors during the install....
View ArticleAffected User comment notification
I need a solution An idea for future releases of SErviceDesk 7.5. When the Affected User adds a comment to an open incident, unless the technician working the ticket reviews the comments in the...
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Service Desk 7.5 SP1 - Process Automation Ruleset - Email Action Break
I need a solution I have recently completed several Service Desk Upgrades to 7.5 SP1 and a common error continues to show up in each upgrade.Error:'ddlActionVariant' has a SelectedValue which is...
View ArticleEscalations in Symantec Altiris service desk 7.1 (incident management)
I need a solution Hi Friends, I need solution.I am using Altiris service desk 7.1 sp1, Now i am going to create escalations but i cant do that. I have three group support1, support2 and manager group....
View ArticleReport with SpecifyTimeWorked in Service Desk 7.5
I need a solution Hi,I need to build a report with "SpecifyTimeWorked" in Service Desk 7.5. How I can do it?
View ArticleHow to Escalate an Incident to Support II in ServiceDesk 7.5 SP1
I need a solution Hi guru's, Iam new to Servicedesk and want to escalate an incident to Support group level II. can any one help me to understand how to do this in Servicedesk 7.5 sp1.I already...
View ArticleReport/SQL
I need a solution I have this report and the data that feeds it comes from this query at the bottom of the page.I want a report to prompt the user at run time with a date picker that willselect the...
View ArticleHow to Automatically Assign Tickets to Technicians in a Queue
I need a solution Hi,I want to Automatically assign Incidents to techinicians in a queue and set ownership of ticket to that technician who has less number of ticket assigned.because currently if an...
View Articleadding approval step to some classifications
I need a solution HI Gurus,Some try to do this ? The main steps that I guess areClassification match approval matrix ? place ticket on hold.Query external database table to find employee manager.send...
View ArticleEmail Monitor dies when from = null
I need a solution The SD.Email.Monitor service works great for us. However, when we get a bounce from certain post masters, the from address is not populated. When this happens, the service crashes...
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