System Log Mass Extract
Hi, Recently joined my organisation in a reporting capacity and trying to get an idea of what reports are currently being run by whom within Service Desk Plus and with what frequency. I've come to the conclusion that the System Log Viewer is what I need to get this information but I can only view the data 250 records at a time from the front end. Is there any way you can get this information out of the application en masse so I can properly test what is being used? I'm assuming I can get to this
Requester doesn't see reply when technician replies via Outlook
Hi All, We are evaluating SDP to see if it will work for us. So far everything has been great except for this one issue. When a technician replies to a ticket via the web interface the reply gets added to the ticket and the requester gets the reply sent to them via email. This works just fine. However, when a technician replies to a ticket via email (Outlook) the requester gets an email with a link that will take them to the reply instead of the reply text itself. Why is this behavior different
Technician email replies don't send to requester
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Technician email replies behave differently than technician web-response replies.
Hi guys/gals, I'm hoping those of you that use SDP for ticketing can answer a question I have. My company (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. As a technician, when you reply to a ticket via the web interface the requester
Add all Service and Incident Templates for a given Service Catalog Item to one or more User Groups
Folks, I'm aggressively trying to deploy the service catalog. Not all of our sites get all of our service desk services from the catalog. For example, some of our sites may utilize Financial Software, so those sites get the templates (incidents and service request templates) from that service category. When I have to deploy a new service catalog item to multiple user groups, however, I presently have to go into every incident template and every service request template and add the group. Is there
history error
Hi, I noticed an error after upgrade. I have an incident additional field that involves time and date. when date is modified and you check on the history. it no longer gives you the old date and time, same for new. it only shows numbers as shown on the image below. currently running 9.2 Build 9200 it was not like this prior to upgrade Thanks, Steven it was not like this prior to upgrade
All Patches view: How to save filter criteria?
We use DC to deploy only third-party patches (Java, Adobe Reader, Adobe Flash and Mozilla Firefox) - we use WSUS to deploy MS patches. So I don't need to see all available patches in Patch Mgmt / All Patches view. So, I use a filter "patch type" equal "third party update". Some DC versions ago DC remembered such a filter when I go back to the All Patches view. But now, I have to set the filter again and again when I use the All Patches view. So my question is, does anyone know how to persistently
Wildcard Characteres to filter alert criteria
Hello! I want to modify a criteria in an custom alert profile and restrict the criteria to "folders". My idea is filter that with wildcard characters. When I select "Object Name" with "not ends" fields, Is correct this criteria to filter archives with "dot" and "?" symbol? This option currently does not work. Thanks a lot. Regards!
Where can I add 'End of support' date details to software?
Where can I add 'End of support' date details to software? We are building out our CMDB and assets module. I want to be able to see within a CI what the end of support details are when I look at a relationship map, for example if I have a sql 2005 install, I want to be able to see it is end of support in April 2016 within the map
Auto cc
Dear Reader, I would like to know if it's possible to automatically add a cc when replying a mail from a request? This should be configured at account level. If not is it already planned for any upcoming releases? Thank you in advance! Nick
Approvals and SLA's not getting applied
After upgrade to 9207, we have a template for Requesting a New Laptop. In the workflow, the approval will go to $DEPT_HEAD$ and the SLA should be 10 days. Once the requester submits the request, the approval does not get sent and the SLA does not get applied.
Setting up Notification Templates
Hi All I am new to to ServiceDesk Plus and trying to setup some notification templates. I am setting up the template to Acknowledge Requester by Email when a new request is received and would like the email to include the original requester's email in the body Is there any way to do this? Thanking you in advance Margaret
Help with Asset Import CSV - Format for date column
I've imported several workstations and printers from our old inventory management software. Everything appears to come over, except any dates (ie. Acquisition Date, Warranty Expiry Date). I selected the columns for these dates in the drop down prior to import, but they still show as blank. Is there a specific format this needs to be in? Currently this is the format I have: Product Type Asset Name Product Name Asset Serial No Acquisition Date Warranty Expiry Date Printer Printer A WorkCentre 1234
Technician Hours?
Is it possible to separate technicians by their shifts so that round robin won't assign a ticket to a person who is currently not on-site?
Prevent group notification upon saving a new, closed request
We will often open a new request and close it in one step (first call resolution). We have group email notifications turned on so we can be alerted when a new request arrives that at tech within the group needs to pick up and work. However, we would like to be able to suppress a notification to the group when we add a new request that we are saving as "Closed," as it does not warrant the attention of the technicians within the group. Thanks, Adam
ERROR: Invalid ID Request
Hi! We have 8.1 SP9... when we try to send any email (response o forward), the email is sent to the final recipient mailbox but the system say "ERROR: Invalid ID Request", and the mail is not attached to the original Request and is not present inside the histori with the total mailing tracing . In addition, we can be approve, but the system respons the same (Invalid ID request), and when the user receive de email and try to click it, the system cannot find the approved request. Best regards.
Integrating with ServiceDesk API through Silverlight 5
Hello, Would you have some sample code for integrating with ServiceDesk API via Silverlight 5. I am able to connect to ServiceDesk via WCF Service but when i use Silverlight 5 with REST call (httpclient 2.2.19) the whole thing hangs. I have been working on it for quite a few days but no luck. I would really appreciate your help if you could help me with some working sample code for the REST call. Kind Regards, Jagannath
Can you allow specific emails to create tickets?
We currently have the ability for requesters to create tickets via email turned off. We do however has other monitoring systems that we would like to have create tickets via email (as that is the only way they can send out notifications). Is there any way to achieve this where ServiceDesk plus allows for email tickets to be created from an accepted email address? If not, is there anyway to achieve this? Should this be a feature request?
I need deploy software only Xp
I need to install software only computers with S.O. Xp. how I can select to install this deploy ??.
Time Spent by Technician in a week over all categories (Requests, Problems, Changes and Projects)
Hi all, I want to create a report that will show me the time spent by a technician regardless on which category its booked. At this moment I've got separate reports for each individual categories but I would like to combine them to have one report overview. Our technicians can work on requests, problems, changes and projects through a week. For example: A Technician works on Monday 1 hour on requests, 2 hours on a problem, 1 hour on a change and 4 hours on a project. The Technician writes down all
Rediscover Device not showing my WMI credentials
Howdy, I have two SNMP credentials and one WMI credentials setup in OpManager. I have some devices that have showed up as Unknown for Device type while others show WIndows 2012 or Windows 2012 R2. I also have some that are in the Virtual Device Category while others are in the Server category. They are all VMs so I don't know why some are in one and some are in the other. So, I wanted to do a Rediscover on a device that is showing as Unknown. However, when it brings up the screen to pick a credential
Adding text into a request template, but not a field
Hi To try and support our customers we would like to put some descriptive text next to a field. This text will help them understand what information they need to put into the field. For example, the approver field. We need to describe what that means to them. The text field would state "In this field you need to select your divisional director from the list available". Can you advise how simple descriptive text can be applied, I can only see the ability to apply fields to the form. Thanks Rob
Machines are not being patched
Several issues here and we are at a loss of why this is happening. So, automated patch manager is not pushing windows patches (but 3rd party seems to work). According to the reports, the scanned machines have no windows patches needed, but on the machines themselves they are showing 30+ patches that need to be installed. Event after two weeks of the patch manager running nightly, the same machines are still not being patched. * Machines are on during patch time * Machines are part of the target list
Technician tap take forever to open
Dear All Gurus, We implemented our Service desk almost 4 years ago and it took us ages to upgrade it from 8.0 to the new version, and we thought that was the reason of our problem. The issue is that whenever we click on Technicians tap it take ages to open, the same thing happens when we want to edit a technician profile. Any clue on this issue? Thank you in advance.
A message to a technician!
Hi! Is it possible to send a Message in a specialist when the incident will be withdrawn from him?
Iso 27001 custom report
Hi, Just seen that newer builds of ELA includes a predefined report template for Iso 27001 compliance reports. As a user of an earlier build, can you let me know which items to include in a custom defined report, to emulate the same report ? Thanks
OPM11v6 can not monitoring Hyper V with WMI
my system have 12 windows server 2012 with hyperV. 10 of them ok, i can see what i want (perfomance host, vm), but 2 remain only see WMI protocol, VIWMI could not got poll. i use wbemtest.exe for test. how i can fix this ? i need support. Thanks.
Opmanager build 8723 support for Windows 2008
Hi, We are usding Opmanager build 8723 on a Windows 2003 but we need to upgrade the server to at least Windows 2008. Is Opmanager build 8723 supported on Windows 2008 (32/64 bit). And is it possible to backup and restore Opmanager. Thank you
Report all open work items by Technicians across all modules
Hi- i would like to have a report that shows all Requests/Problems/Changes/Projects assigned to Technicians and grouped by Technician. Is this possible? I'm running Build 9204 PGSQL -Jon
Windows monitoring WMI va SNMP
Hello All, i see there are different modes of monitoring like WMI and snmp for windows. can someone provide me a link or details about pro and cons of these mode.
Problem Management Workarounds and Solutions
Hello, We use the Problems module for problem management and when workarounds and solutions are added to the problem, they are then added to the Solutions module as a knowledge article. We are receiving feedback within our business that from a problem management perspective, the process of getting the information into a Solutions article is onerous and time consuming for workarounds. The process we seem to need to follow to do this is: - Enter a workaround in a Problem - Select our Known Errors solutions
Inherited Hosts can not be deleted - error message
Hi, After installing Log360, and using the EventLog Analyzer area, it appears to have added a number of Hosts automatically. (But not all hosts in our domain, it seems to have randomly selected 58 Hosts, which is weird). But, that's a side note. I only want 3 Hosts. I go to Settings -> All Hosts -> select the hosts and click 'Delete'. I get an error "Inherited Hosts can not be deleted. Kindly unselect them". The thing is that all of the hosts shown in the list have the inherited icon displaying.
SLA about to be breached - Notification Rule?
Hi there, Is it possible to create a notification rule within SDP, where it will email a set of people when an incident is about to breach it's SLA? Any assistance/advice would be much appreciated! Thank you (We're running v9.0 Build 9028)
Custom scripts are not working
Custom script trigger is referring to different folder. Version: 9.2 Build 9204
Browser Whitelist?
Is there a way to create a browser whitelist so that only certain websites can be accessed using the android browser?
Problemm after update 9207 The template value Group
Problemm after update 9207 I think, problemm the SDF-60807: Option to assign a request to a Group / Technician from request list view. If Technician opens request - The template value pointed in the field GROUP (LanAdmin) become lost value (--Select group--). If User opens request - The template value pointed in the field GROUP (LanAdmin) value (LanAdmin) - it's Okey
Check out Applications Manager at Strata+Hadoop World
Strata + Hadoop World 2016 at San Jose is where big data's most influential business decision makers, strategists, architects, developers, and analysts gather to shape the future of their businesses and technologies. We are excited to be participating in this event for the first time. We invite all Strata + Hadoop World attendees to visit us at booth #1042. Our team of software engineers will be on hand to offer personalized demos of Applications Manager — including the latest features and enhancements.
VMware vCenter Appliance 6.0 issue
Hi Support, We have VMware vCenter Appliance 6.0 and I am able to add it in to the OPManager but it is being discovered as Unknown. Our build number: 11600 Can you suggest a solution? Kind regards Marcin Surdy
Cisco Temperature in V12
I have not getting Cisco Temperature information in v12 for Cisco 6509 switch.
How do I delete an inactive computer?
How do I delete an inactive computer?
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