Report to determine who entered a request...
Hi...I'm trying to audit the use of our tech accounts. We have some "techs" that are responsible only for entering tickets, not resolving them. Is there any way I can get a report of the tickets entered into the system by a particular tech? Thanks, James
how do you install servicedesk plus in Ubuntu server
Hi I'm trying to install serverdesk plus onto my ubuntu server by using the ./ command. it come back with can't run in graphical mode. also try ./filename console and ./filename javaconsole with no luck Does anybody know how to install this?
Unable to set asset in a request to None
We are having an issue where we are unable to set the asset to None in a request. The asset field will change to None, but the change will not be saved. If we edit a request, and set the asset to None, when we attempt to save the ticket, we are thrown back to the Edit screen with all ofour changes lost. How do we fix this issue?
Direct link to a specific View?
I've got a few custom views, that I have successfully been able to link directly to using; http://site/WOListView.do?viewName=MyView_QUEUE I found the MyView name by trial and error but I am really struggling to identify the queue name for "My New Queue Company 3"... Presumably because it has spaces. I've tried without, with %20 and a few other things... I know the ID of the View, can this be used instead? I have a few reasons for needing this direct link, unfortunately having a custom view set to
Bug: Not all request history logged
The "New Joinee" request built-in to the product contains a request template that includes 4 tasks. Once you create this request, then go assign each task to a technician - NONE of the task management (assignments) are logged. Any technician could UNASSIGN themselves a task, or UNASSIGN and ASSIGN someone else to escape responsibility, and the HISTORY does not report any changes to the TASKS. This is a serious audit logging discrepancy.
How to manage incident time in Servicedesk
Hi I have need to set time, by default, on every incident in servicedesk. -How can I put in default time for different incident, in quickforms? -How can I put in closing roules for time? -How can I have time template for different jobbs, Ex. based on category?
Group settings from template resets
Hi I have built templates in ServiceDesk, in the templates I put a value in Groups. When I try the templates, and register one requester, the group setting resets and the value setts to --select group— How do I get the settings for gruop to stay? Is this a bug, or a miss in configuration? Where do I find the settings for this?
Anyone Using Splunk to Index ServiceDeskPlus?
Hi, I've got the Splunk DB Connector working against a SDP server, using the MSsql connector - database monitoring the following tables: SoftwareList CI SystemInfo Resources WorkOrder ChangeDetails MaintenanceContract Problem It would appear that I'm not getting everything, which I would want to leverage so I could dashboard and notify on certain triggers. Anyone? Cheers!
ServiceDesk Plus Ipad/Iphone app
Does anybody know if there is any devolpment for a app for Ipad and IPhone for ServiceDesk Plus Thanks & Regards Chris Mason -----------------------------------------------------------------------------------------------------------
import users from LDAP by Scheduler
Hello. How import users from LDAP by Scheduler? We have one ore more users add per every day in LDAP. For example, we need to import new requester every 6 hours from LDAP Best regards, Mikhail.
iPad app not working
I installed the ipad app and set it up with the same settings as the iphone app, but I get a status 401 error when I use port 8080. It save without error when I use port 80, but I know we use port 8080 and the iphone app works with 8080. if I just say ok to the error, it appears to save it. I enter my login and get an invalid password error and I know it is correct. I have tried multiple users (one of which was a local user). Anyone have any ideas?
Response time calculation
How does servicedesk plus calculate the response time to a request? In closing out a request I see nowhere to enter this value and the system shows all closed requests as not being responded to despite having associated work logs. I would have assumed that the system would look at the earliest work log and use this as the responded time. All requests show a blank responded time when printed. Regards
requests history
Hello. After update to 19 release history of requests dont work. if make changes to request, for example choose technitian, history tab dont show this. only creation and closure shown. please help us.
change status don't send mail whit domain technician
hi, i have a problem when a technician (from the domain), change a ticket status, Service Desk, don't sent mail notification to the requester, if change status whit technician (from local user), Service Desk send notification correctly, why? thanks
Hotfix 8119 Failed
We just did an upgrade from to 8119 from 8112 and failed. ServiceDesk service fails to start. Windows Event ID 7024 The Windows cmd "sc query servicedesk" returns a service_exit_code of -1 Help!
Notifications when assign a ticket Servicedesk Plus
Hi, When you assign a ticket to a technician is notified by email. That is correct. Can additionally notify another technician or other person of this assignment? regards, Mauricio
Last Updated by Technician Report
SD Version 8026 Hi Support, Please could you assist me in creating a MSSQL query to run a report that contains the following; All pending requests with the below columns including an extra column at the end that shows the last time a technician updated the request as shown in the history. (Including adding a note, Work Log or Conversation) The data also needs to be grouped by Technician Group. Any assistance would be greatly appreciated. Thanks In Advance. Gary
Report Total group time spend on a ticket
hi, Is it possible to calculate the duration of an incident for a specific group or for a technician ? For instance in this ticket the query or stored procedure would return 2 lines : 11:27 - 11:30 => 3mn for the group EUDC infrastructure 11:46 -11:30 => 16mn for the group EUDC application Iwould like the total time spend on a ticket or request for a Group or a technician Any help would be appreciate Regards, Eric
Safari Mac problem with attachment name: FileDownload.jsp
Hi, when I download an attachment from Service Desk Plus (e.G. at solutions) on Mac Safari (OS X 10.6.3 , Safari 4.0.5) the download will be saved as FileDownload.jsp This happens only on Safari not on FireFox or Windows computers. Any hints? Thanks, Alexander
Active Directory Pass-through authentication "Failed to locate authority for name"
I look at post in this forum and others but still can't find a fix for this. In the logs it says "Failed to locate authority for name". I ensured that we are using the FQDN. I get no errors when creating the computer account required. We are using a 2008 domain server. Do I need to do something to enable NTLM on the server side?
ServiceDesk Plus Training in Melbourne
Hello fellow SDP users, Just wondering if anyone has come across a company in Melbourne who offers either onsite or classroom training for ServiceDesk Plus? Many thanks, Chris. Chris Jay Service Desk Manager Regis Aged Care +61 3 8573 0484
Maximum size inside the ticket SDP
It is possible to increase the maximum size of data that can be inserted into the body of a ticket?. At present this in 64KB The size of the description being Greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html I have MSSQL Where you make the change? Regards, Mauricio
Microsoft CRM
We are considering your software to be used as a help desk solution for our company. Currently we are using Microsoft CRM and was wondering if your software can intergrate with this software package?
Hangs at updating Request
ServiceDesk 8116. When update the information on the request window pops up, "processing" and then nothing happens .. how to fix?
Custom report page size
Hi all, I noticed this was answered on this forum back in 2006, but thought I would ask again to see if things have changed since then. Is it possible to adjust the page size of the reports that are produced, as when they are printed from pdf etc they only fill about 2/3 3/4 of a page before printing on the next page, this is on A4 paper Thanks Lee
SDP Support for iSeries and Xen Servers
Hello, I'd like to know if there is support for scanning of iSeries or Xen servers. SDP seems able to notice that these servers exist, but routinely fails to audit them. Are there any add-ons or software that we can load that will make this work? Maybe a setting somewhere that needs to be changed? Thank you, Dan
service Desk plus restoring issue
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: sale7_sa@hotmail.com Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to restore from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes,
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication?
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication? I tried the method described in the FAQ for customizing the login page by changing web.xml to point to index.html instead of Login.jsp but when I do that, it breaks Windows pass-through authentication with AD. I want to remove the external call to www.adventnet.com for a gif file because it is causing issues here.
Workflow Approval for Line Managers
Could the workflow for approvals be extended to include the users line manager, as many processes and approvals do not require the department head level of authorisation to proceed. There is currently an operator $DEPT_HEAD$ which will assign the users department head as the authoriser. An additional operator for $LINE_MANAGER$ could be added to assign the users line manager as the authoriser. This line manager could be imported from the users active directory account and displayed in the my
how to show the request link on the task
The tasks when added to requests are so confusing!! everytime there is task associated with a request, is there any way i can show the technician some link to the request itself in the email notification for task?? if i have a request template where i have tasks created initailly, everytime i use that template, all task notification emails will be send to the technician. But they have no clue as to which request this task is associated to. is there any way i can do that so that the technician know
Can't add new product
When I click "Save" nothing happens!
Integrate two SD+ instance
Hi, Due to M&A activity, we have a requirement to integrate two SD+ instances in one. The user authentication is done using AD as backend. The two AD forests and domain are now integrated and users of both SD+ are now using same AD domain. I would appreciate any help to know:- 1. Is this possible to integrate both instance? 2. Is it possible to import data from one instance to another by assigning a new Request ID (since request id's overlap in both the instances) If any of above is possible
Tickets Not Created Via Email
We are using an email address "helpdesk@abc.com" for emailing help tickets. The tickets are not being created in SD when an email is sent to "helpdesk@abc.com" Why would this be?
ServiceDeskPlus Pickup Request
Is it possible to pickup a request via email? ie. if I reply via email with a keyword like "pickup" to a request it would use my email to assign me the ticket? I might be able to do so via business rule?
Is it possible to apply a License to an IT component?
In our company we use servers which have modular decoder cards which have their own firmware licenses enabling different features. We have all the licenses in Service Desk and have entered the decoder cards as IT components, but we don't seem to be able to assign any software licenses to the components. Is there a way to do this as we would like to track which license is assigned to which card, and when it expires? Thanks
MCAL licensing
Hi, We are using StoreGrid a back up system by Vembu, It issues MCAL (Monthly Client Access Licenses), they expire monthly. How do I incorporate this when I do a PO and if there is a way I can see if they run out? Simply put when I buy licensing through PO and associate to assets, I want it to be used up per device and alert me when I run out of licenses. here is a link to the software and licensing explained by Vembu: https://storegrid.vembu.com/online-backup/sp-help/PageHelp/mcal-utilization.html#mspeus-util
Feature Request to improve the ContractsView section of ServiceDesk 8.1.0 Build 8109:
1. Allow the option to save a custom/default view other than "All Contracts". 2. Add the ability to assign an owner in the Contracts > View Contract page. 3. Add 'Contract Owner' to the ContractsView Page so that the list can be viewed/sorted by 'Contract Owner'.
How to make a change.
Good afternoon tell me please, can I change the numbering change? for example, iz1 iz2 ID. With respect for the user.
Description not shown for support groups!
Missing description for Support Groups:
Single sign on don't work
Hi I'm trying to set up the ServiceDesk Plus And would like to use the Single Sign on. I've set it up and imported the users. But when they try to connect to the site http://servername:8080 they get a windows authentication pupop all the time....then if you type in your cridentials it just keeeps poping up until it times out. After that the deafailt logon page for Servicedesk plus shows.
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