Service Desk - Recent Threads

Automate Staff Creation

KevinHubbard — Thu, 13 Jun 2013 18:43:02 GMT

I've been setting up the service desk at my company, and the tickets attach to users correctly. I've been looking for a script or way to either automatically create staff members based on their name and domain, or to import a list of users from an external file.

Manually creating hundreds of staff members does not seem like a good time, and I don't want to create staff unless they submit tickets. If anybody knows any easier ways of doing this, please help me out.

Any assistance would be greatly appreciated!

Re: Feature Request

NIKNAKS456 — Thu, 13 Jun 2013 16:47:15 GMT

Hello,

feature request please.

Backup and restore the servicedesk independently from the overall VSA backup and obviously restore it independently from the VSA restore.

In addition allow snapshots of SD so it can be backed up hourly.

creating tickets with custom fields not working

danrche — Mon, 10 Jun 2013 18:50:27 GMT

We're using an ASP page for our customers to submit tickets and I wanted to add a custom field. I've setup the custom field "System" in my SD Deffinition and have the tilda ~ setup for my post but it's not updating the ticket created. any ideas?

sample email:

~machineid='machine ID'
~username='Michele Meyers'
~useremail='mmeyers@mycompany.com'
~System='Antivirus'
~priority='Help Me Now'
~category='Setup'
~SubCategory='Installation Required'

Queries the database of custom fields in service desk

Clairo Dorneles — Wed, 05 Jun 2013 11:02:06 GMT

Dear,

In my organization, I have a large client requesting more specific reports that the Info Center provides me. Thus began generating reports through queries to the database, but I can not perform a query in the custom fields of the Service Desk because it generates an xml! Could anyone tell me how can I make this query to these specific fields?

Thanks for your time.

[ASK]Cannot Create ticket

Avanty — Wed, 05 Jun 2013 05:03:03 GMT

I already Active and Install basic tempalte in service desk but when client want to create a ticket the output is like that

users in org subgroup can't enter ticket from liveconnect

Marc Friesen — Fri, 31 May 2013 14:31:00 GMT

looking to see if anyone has seen this one before:

a few users but not all cannot enter tickets when computer is in the group. I have computers added to subgroups in the company by office location, since this company has offices around the country.

when they enter a ticket from liveconnect they get a message that:

"The machine or machine group does not belong to the selected organization."

I have bypassed the issue temporarily by moving an agent from the correct location-specific kaseya sub-group (company.dc.root) to the top-level group (company.root), but we will need his computers in the correct group as part of our regular process.

anyone seen this before?

Why is it only the master admin can see ticket created from email?

Jhon Marri H. Brosas — Mon, 27 May 2013 00:46:41 GMT

Only my master admin can see my tickets. specifically tickets that are created using email??

How can i configure my scope to be able to see tickets that i what to see.

Re: Make some ticket notes become a KB article

NIKNAKS456 — Fri, 24 May 2013 19:21:01 GMT

Does anyone know if its possible to turn a ticket into a KB article from within ServiceDesk?

Moving a ticket from one desk to another

ArthurSmith — Fri, 24 May 2013 15:29:16 GMT

HI,

I am trying to find a way to move tickets from one desk to another. For example, a ticket comes in via email to our Incident desk. However, what the user is requesting is to purchase something from us. I have a sales desk set up, and I'd like to move it out of the incident desk and into the sales desk.

When manually creating a ticket, I can see a drop down list where I can choose my desk. However, once a ticket is created, that field becomes greyed-out and can't be changed manually. I thought I could create a procedure that would check the Category field, and if it had been changed to "Sales", it would move it to the Sales desk. However, the "Service Desk" ticket property does not seem to be available except in the Ticket Request Mapping section....

Is there a way to do what I'm trying to do?

Thanks!

--arthur

Service Desk Ticket Age - Report Creation

Jhon Marri H. Brosas — Fri, 24 May 2013 02:42:12 GMT

Good Day!

How can I display the Age of the tickets on my Report using Info Center, just like on the dashboard for Service Desk shown below.

I cant find fields to display the ticket age on my report below or is it possible to generate the report shown below.

Thanks a lot for the help.

Associate MachineGroup to a Ticket through Stage Entry Procedure

Jayaseelan — Tue, 21 May 2013 21:09:16 GMT

Hi,

I am trying to associate a "MachineGroup" to a ticket thru a stage entry procedure but it never seems to work. Does any one tried this step before. I have tried using the variable also tried giving the values directly but none of them seems to work. Could any one can test this and let me know how it behaves. Currently i am doing the test on the Kaseya SaaS server.

Jay

Emails to Pools in SD 1.4

Scott — Wed, 15 May 2013 20:10:19 GMT

In Service Desk 1.3 and before, you could write a procedure that sends an email to [$Pool$], which is translated to the email addresses of all members of the pool. It looks like this is broken in 6.4. This might have been a fortunate accident in 1.3, so my question is: how is this done in 1.4? I see "send message to pool" as a step in the procedure editor, but this is for messages within Kaseya, not email.

I realize I can use a variable for each team that stores the email addresses, but this means adding some things that must be manually manipulated:

Each procedure that emails pools must have test to see what the pool is, then match the pool to the email variable and send
Each time the members of a team change, the pool members must be updated AND the email variable must be changed.

It's sloppy and I'd like to avoid it.

Thanks,

Scott

Ticket Request Mapping

Clairo Dorneles — Mon, 13 May 2013 18:33:07 GMT

Dear Colleagues,

Was creating rules in my mapper emails in Kaseya service desk and I am with the following situation!

I have a system that alerts me about errors in equipment of my contract customers, every email comes with a code that represents a branch in a city.

Kaseya use in each branch with a separate company! But when I set the mapper me this error appears:

From the submitter email address, I found an Org 'grupojmalucelli' that differs from the current Incident org 'RS BANCO FLORIANOPOLIS'. I did not change it.

Found 'grupojmalucelli' (Monitor Alerta//grupojmalucelli) which is different from RS BANCO FLORIANOPOLIS, so I did not set the OrganizationStaff member.

Staff associations found for 'alerta@telf.com.br' are listed below, the 1st highlighted row was used
Name	Organization	Source
Monitor Alerta	grupors	1-OrgStaff
Monitor Alerta	rs BANCO	1-OrgStaff
Monitor Alerta	rs BANCO FLORIANOPOLIS	1-OrgStaff

Missing Global Configuration option in Service Desk module

Greig McGill — Tue, 07 May 2013 22:34:25 GMT

Hi all,

Just as per subject. We've never used Service Desk, but are looking at integrating with Autotask using the devIO PSA Synchronization module. This requires us to activate and configure KSD. Unfortunately, the menu in KSD looks as follows:

That's all I have. I've checked the user is an SD Admin in Scopes, but it looks very permissions related.

Any suggestions? Sorry if this is a dumb question, I've simply never needed this module before.

Thanks,

Greig.

vsaServiceDesk.asmx in KaseyaWS Sample Client to access KSD 6.3

Greg Johncock — Mon, 06 May 2013 22:50:06 GMT

Hi,

I am working with the KaseyaWS Sample Client C# project. I have this working properly as I can get the correct responses for requests sent to the KaseyaWS web service so I know its working correctly.

I need to update some Service Desk (6.3) ticket properties so I am trying to connect to the KSD API and I am running into an error.

I have added the vsaServiceDesk.asmx web reference to the project and created an object called KSD to point to the KSD web service (in line with the way that KWS is coded).

When I build then open the project, I authenticate through the KaseyaWS webservice and obtain the SessionID (I cannot authenticate through the KSD web service)

I then copy and paste the following code into the SendXML window and replace the SessionID with the current SessionID

I have updated the ProcessRequest procedure to include the following code to process the GetServiceDesks command.

            else if (s.Contains("<GetServiceDesks"))
            {
                return KSD.PrimitiveGetServiceDesks(s);
            }

This code calls the following routine and the error occurs on the line indicated with an arrow:

        public string PrimitiveGetServiceDesks(string XmlRequest) {
-->            object[] results = this.Invoke("PrimitiveGetServiceDesks", new object[] {         <----- error occurs here.
                        XmlRequest});
            return ((string)(results[0]));
        }

The error is:

There is an error in XML Document (1,2).\r\n\r\n System.InvalidOperationException: <GetServiceDesks xmlns='vsaServiceDeskWS'> was not expected.

From what I can gather, this is saying that the XML is not properly formed as the xmlns value is not correct, that it was expecting something else. leaving xmlns blank results in the same error.

I am not sure where to look from here - I have been unable to find any useful information in the documentation regarding this.

Any assistance would be greatly appreciated.

Regards

Greg Johncock

Ticket size when archived??

Jhon Marri H. Brosas — Mon, 06 May 2013 00:59:45 GMT

Does archived ticket consume large memory size? specially ticket with screen shots.

Thank You!

Faster Saving of Tickets!!!

Charles — Fri, 03 May 2013 00:58:49 GMT

Hi All,

Exciting News!

We just released a hotfix that will speed up the saving of tickets. Our portal will be updated with this hotfix over the weekend. We are expecting up to a 50% increase in speed.

Our development team is actively working on other performance enhancements that you will be seeing over the next several weeks. We will keep you posted.

Since our product is used in many different ways, We would be very interested in knowing how these changes are working for you.

Thanks,

Charles

time a ticket was on a stage

Clairo Dorneles — Tue, 30 Apr 2013 11:13:25 GMT

Hello Community!

Assumed implementation of SD Kaseya and need know if it is possible to know the time a ticket was on a stage?

Auto Populate Fields

Caye Dizon — Tue, 30 Apr 2013 07:58:27 GMT

Can you help me with this? I’m editing a template in service desk, and there’s a part where the “Requested For” field must be a LookupControllerReferenceand it needs to populate the “Location” “Department” and “Department Approvers” when there is selected in the “Requested For” field.

These are all custom fields. I wanted it be like the Contact Phone, That when one data is selected, the contact email and contact Person shall be automatically Populated.

Is this possible? How will I configure this?

Create a ticket with a manually set date/time?

IvanDeSousa — Mon, 29 Apr 2013 08:39:54 GMT

Is it possible to create a ticket in Service Desk with a manually set date/time?

Add Custom Information

svanjr — Thu, 25 Apr 2013 09:53:41 GMT

Hi! I have added Custom Fields for my Organisations that I have, and I was wondering if it would be possible to add that info in a New Ticket? So that when I choose a Org, that info is displayed in the Ticket, so my Supportpeople can see that info right away. Is this possible, and if so, how?

Email Reader Error

Caye Dizon — Tue, 23 Apr 2013 08:28:25 GMT

I can't seem to configure the Email Reader right. Can someone please check on my settings?

and I'm getting this error. Please see the photo below.

Thank You.

Note Time : How can a used the note time variable

Jhon Marri H. Brosas — Tue, 23 Apr 2013 01:59:43 GMT

Note Time : How can a used the note time variable to be able to indicate the note time in the message template?

execute shell command() "No approved shell commands"

ghanssen — Mon, 22 Apr 2013 18:05:52 GMT

We can run shell commands from service desk anymore?

Did anyone else use this besides me? It was kind of critical to us.

Migration of Tickets from Ticketing Module to Service Desk

ashinspiro — Thu, 18 Apr 2013 09:13:30 GMT

My team is currently exploring how to use Ticketing Module and Service Desk.

We are guessing that Ticketing Module has simple ticketing functions which alerts designated users. But there is no Escalation procedure involved in this Module.

The Escalation process is better managed through Service Desk.

So we want to use Service Desk for ALL Ticketing eliminating the use of Ticketing Module.

Can I configure the system so that all tickets that are created, manual and auto, happen directly in Service Desk?

If so how?

Other suggestions and advice are welcome.

DoubleClick to Save ticket?? why this happen...help (i edited the xml editing template of my desk)

Jhon Marri H. Brosas — Wed, 17 Apr 2013 23:46:04 GMT

Hi Paul Good Day,

Can i ask why there is a sudden change in my desk.

what had happen is that every time i save a ticket i have to double click the "Save and Close" button for me to save the ticket.

what do you think is going on in my desk?

Thank you.

DoubleClick to Save ticket?? why this happen...help (i edited the xml editing template of my desk)

Jhon Marri H. Brosas — Wed, 17 Apr 2013 23:45:03 GMT

Hi Good Day,

Can i ask why there is a sudden change in my desk.

what had happen is that every time i save a ticket i have to double click the "Save and Close" button for me to save the ticket.

what do you think is going on in my desk?

P.S. i edited the .xml editing template of the desk to customize custom fields.

Thank you.

Quick responses to Tickets in Service Desk

bradenlake — Wed, 17 Apr 2013 16:06:26 GMT

We have another office that would like to start using Kaseya and their primary focus is responding to email requests from the public. This is a workflow process for the most part, but the actual response is based on part with a boiler template and at times it can include details specific to the user. Is there a mechanism that we can utilize (maybe the knowledge base and/or something else) that we can use to pull in common responses without having to keep this list in a word file or some other system?

Thanks in advance,

Braden Lake

How to link alarm status to ticket status? And, how to open a ticket, run a script, add time and close the ticket?

Cassandra — Wed, 17 Apr 2013 15:25:05 GMT

I'd like to be able to close an alarm, and have it automatically close the ticket as well. Any idea if there is a way to do this?

We have about 50 low disk space tickets, currently integrated with ConnectWise, and I want an EASY way for them to work/close these tickets with as little work as possible.

Lastly, is there a way to open a ticket, run a script, add time and close the ticket? And (this is the critical part), have that time sync over to Connectwise. I'd like the KaseyaAdmin account to be able to create that GOOD "noise" for client reports.

Email Display Name from service desk 1.4 tickets

Roy Davis — Tue, 16 Apr 2013 21:39:41 GMT

Prior to the upgrade to Kaseya ver6.3 and Service Desk 1.4 any emails that were sent from the Service Desk did not include the display name with them just the email address. This was great if you wanted things to appear as though they came from different senders.

Now with the upgrade in place emails sent from Service Desk now include the Display name with the email address so all emails look as though they are coming from the same address or source since all you see is the display name. Yes the from address is whatever you set it to be with a procedure but the display name will be whatever is set for that service desk and cannot be overridden.

It would have been nice to have known about this change prior to the upgrade and it would also be nice to be able to disable this feature(for the lack of a better term). Does this present a problem for anyone else or are we just the oddballs out there?

Has anyone else even noticed this issue and or raised this issue with Kaseya support?

Thanks for the feedback to whoever replies.

Roy

Service Desk - How can i capture the current date of the system

Jhon Marri H. Brosas — Thu, 11 Apr 2013 00:14:21 GMT

Service Desk - How can i capture the current date of the system in the ticket so i can place it a string field.

I just want to use the captured date to a condition statement below.

Example:

If CapturedDate = SetDate then

execute procedure.

or can i use the note time as the alternative to monitor the current date since it captures the current date of the system?

what is the variable of the note time?

Thank You.

Service Desk - How can i capture the current date of the system

Jhon Marri H. Brosas — Thu, 11 Apr 2013 00:12:16 GMT

Service Desk - How can i capture the current date of the system in the ticket so i can place it a string field.

I just want to use the captured date to a condition statement below.

Example:

If CapturedDate = SetDate then

execute procedure.

or can i use the note time as the alternative to monitor the current date since it captures the current date of the system?

what is the variable of the note time?

Thank You.

Service Desk - How can i capture the current date in the ticket

Jhon Marri H. Brosas — Wed, 10 Apr 2013 08:57:14 GMT

Service Desk - How can i capture the current date of the system in the ticket so i can place it a string field.

I just want to use the captured date to a condition statement below.

Example:

If CapturedDate = SetDate then

execute procedure.

Thanl You.

troubles with email reader

Brice Keenom — Tue, 09 Apr 2013 15:03:41 GMT

Having issues setting up the email reader in service desk. We get this error after adding a reader

Rebex.Net.ImapException: Invalid IMAP response. at ServiceDesk.ProcessEmail.HandleEmlReader.HandleIMAP(Boolean IsEmailLogging, String LogFileName) in C:\dev\serviceDesk\branches\serviceDesk-v1.4.0.0\source\ServiceDesk.ProcessEmail\HandleEmlReader.cs:line 541

Please help.

Add note from email reply.

Brice Keenom — Thu, 04 Apr 2013 19:34:12 GMT

I am working on configuring our service desk email reader. How can i make an email reply to a ticket notification into a new note in the ticket. Or is this done by the email reader, mapping procedure or dedup?

I do not have the email reader settings working yet, FYI, so i don't know if this functionality already belongs to the email reader.

Thanks.

Brice