Microsoft software being labeled as under licensed
In our software inventory, we have several Microsoft products that are showing up as under licensed. When I click on these software items, nothing is listed on the License Agreements page. Why is this showing up as under licensed? I can't find anything anywhere in SDP that indicates we are tracking this software usage. Is this a bug, or do you automatically track Microsoft products like Office, Windows, and Server? Thanks!
Bug with "actions" button in admin module
Hello! I'm testing SD 8.1.0. Database MySQL. Browser IE 9.0 In admin module ->users->requesters i don't see "actions" button when i change interface language to russian (screenshot1-2). When language is english or other - all is good. ctrl+F5 doesn't work. In Firefox this page looks good. I've tried to contact to your pre-sales team (eval), but there was no answer.
SDP 8.1 email issue
Hi, Is it possible to email an email address when a certain request comes in? (probably the request from a template) Thanks Martin
moving from old helpdesk to servicedesk need CSV templates
I can export all my data from the sysaid helpdesk and import it into the servicedesk if i had a service desk template for the CMD and ASSET can anyone Help thank you
Forms for create a ticket (Web Based)?
Hi Team, Is there any way to allow external users to creat a ticket from a Web Based Form? I mean, appart of a e-mail, can an external user create a ticket? thanks memo_garc@ovi.com
Cannot create a custom view
Hi all. When using SD+ Enterprise Edition to create a custom view in the Requests tab, after selecting the relevant fields and clicking OK it seems to get stuck in a redirect loop. The Window title is "NTLM Failed Redirecting to Login Page". Any suggestions welcome. Thanks, Dave
Duplicate requests
If you have two or more different people that submit tickets on the same issue is it possible to link them and resolve them as one?
SDP 8.1 8105 hangs when adding new incident template
Hi, when I am adding a new incident and hit save, the processing box appears but then stays there with the hourglass. It doesn't get any further. What is the reason for this? Many thanks Martin
Error when running report
I have created the query report below. (SDP 8026) SELECT wo.WORKORDERID "Request ID",longtodate(wo.CREATEDTIME) "Created Time",aau.FIRST_NAME "Requester", awo.STATUSNAME "Status",awo.URGENCYNAME "Urgency",qd.QUEUENAME "Group",ti.FIRST_NAME "Technician", wo.TITLE "Subject",wotodesc.FULLDESCRIPTION "Description",longtodate(won.NOTESDATE) "Note Date", won.NOTESTEXT "Note",tsd.Title "Task Title",longtodate(tsd.SCHEDULEDSTARTTIME) "Scheduled Start",longtodate(tsd.SCHEDULEDENDTIME) "Scheduled End",longtodate(tsd.ACTUALSTARTTIME)
replace request field "Solution" by well-know solution.
Hi, All ! Ones we have the question from the customer. We create the request in Service Desk, based on customer`s question. In case, the problem is well-known, Knowledge base of the Service Desk have a solution for it. I want the field “Solution” of this request will automatically replaced by the field “Solution” of such well-known problem. How could I tune this?
Using PFX Certificate for SDP
Is it possible to use a PFX certificate instead of .keystore and .cer certificate? Is it also possible to use a wilcard certificate like *.de.something.com?
unable to login
Hi I have migrated my SD Plus from windows to linux , i have SD Plus 7.5 version i upgrade it to 8.0 8017 , then i have take full backup of it.. Now i install SD PLus on linux machine RHEL 4.5 , the SD PLus 8.0 8017 latest one , then i restore backup on it. backup restore successfully. but when i execute the url: http://localhost then i am unable to logon , neither with my AD user nor with administrator, i am supplying correct password both. But i cannot find the "OPTION " link which will be shown
Adding fields into the Incident Template
Hi, I was wondering if it was possible to add Business Services and IT Services fields to the default request template and linking them with the configuration item types Business Service and IT Service? Thanks, Peter
Added an attachment to a request using REST API?
Hello, We have sucessfully implemented a lot of REST API functions, but now we are stuck because we want to be able to add an attachment to a request. I can't seem to find how in the servicedesk admin guide, can someone help me with this? Kind regards Steve
Item in Report
How can I get the "item" information into the following repor? SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID WHERE (wo.DEPARTMENTID = 1) AND wo.ISPARENT=1
Atlassian Crowd Integration
Has anyone successfully setup ServiceDesk to authenticate to either Atlassian Crowd or Apple Opendirectory (with aliases)?
issue with approvals
Hello. We have a one issue with approvals in sdp 8.1 last build. We are created a new custom status(for example "test status") , and choosed it in option "While a request is waiting for approval, stop the timer and set request status to" then we are created a new ticket and submited for approval. and ticket status changed to "test status" and approval status changed to "pending approval" after first approval ticket status changed to "open" and approval status change to "approval" then we are manualy
How to delete "Service Fields" from the Service Catalog "Form Designer"?
How to delete "Service Fields" from the Service Catalog "Form Designer"? I have a few that are redundant, and I want to remove them from the Service Fields list. Thanks. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Cannot configure database server because compatible to build 7605
Hi, We are running build 7605 in production. I am trying to do a trial run of our disaster recovery procedures so that we are familiar with how to restore the system in the event of a failure. However, I keep running into the attached error. this is what I have been doing: Restore a copy of the virtual machine that hosts the application and rename it so it does not clash with production coy Restore a copy of the database to this machine (in production it is hosted on a seperate MS SQL server) Run
Checkbox wanted
I would like to have the checklist-feature. For example: To create a new user account there are about 20 very short and simple steps to do. I want a simple checkbox field, where I can mark the steps I have done. To use tasks is too complicated and takes too long time for technician to handle. This time we print out the sheet and check by hand ... would be nice to do it online at SD+ It works to fill this checkbox-fields in the text-box (solutions). But I have to be in text-edit-mode to store the
Assign to Group in main Requests view
Hi, in the main Requests view you can select single techinican to assign to froma drop down list. That is handy if you wish to assign multiple tickets at once to somebody. Problem is that you cannot do the same to assign to group. Since our company is organized in teams you just find a very long of anonymous Techcians (since not all people for a team know all the people in other team) while it would be far better to just see Team names there. Have you got any proposal to workaround that? Thank you
Not getting notified about prohibited software
We have it setup to notify us about prohibited software but aren't getting an email during a scan for affected systems. Does this only notify if the scan is scheduled or should it notify for on demand scans? I removed a system that has known prohibited software and ran a manual scan and still didn't get notified. It does show the affected workstation under scanned software/prohibited.
business rules is not working for Service Catalog
I have a business rule: Execute when a request is "Edit" Turn on cascade execution Override request values with Business Rule values criteria: Request Type is "test type" action: Change Status to "test status" If i create a request from button "New incident" and then change type of request business rule is working, but if i create request from Service Catalog, busines rules dont work. The fields of both reuest are the same. Why business rule dont work? Thank you. 8.0.0 Build 8022
Auto update to next build.
Hello. Tell me please can SDP update to next build automaticaly?? Recently for some reason our database build was upgraded to 8027 build. And our SDP was crashed.
Add request without using web browser?
I want to implement sending requests to Service Desk using custom program or email but I have no luck 1. 1. I have tried to send custom POST message – it works but it demands to fill username and password. I don’t want to ask user for u/p and then send this every time over network. I’m understand that I can’t use Windows Authentication to send request from application? 2. 2. Another option is enabling mail analyze based on topic content. I have enabled this option, set topic text key word
SDP 8.1 styling problems
Since upgrading to ServiceDesk 8.1 I have had some issues with the styling of the pages. I initially resolved this using Ctrl+F5 to clear the cache but now it has happened again - the buttons for each module are not showing There are also HTML tags appearing in service catalogue template descriptions, as shown in the screenshot below.
Mail server settings
After i changed mail server setting-outgong select Requires Authentication then sending email failed and result is 530 5.7.1 Client was not authenticated in log.so what's problem?
Backup Error
Hello, My ServiceDesk+ backups have started to error (last 3 days of backups have failed with this error, using 7.6.0. Error below. java.lang.Exception: Unable to get the data from [AaaAccAdminProfile] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:626) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:618) at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:320) at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:82)
Report of asset relationships
I would like to create a report that lists all my workstation and/or servers and assets assigned to them. For example: Workstation 1 Monitor 1 Monitor 2 Phone Scanner Workstation 2 Monitor 1 Printer
Database
HI, Why we use the MSSQL database? Regards, Vaishali
Service desk 8.1 styling issues
Since upgrading to servicedesk 8.1 there have been various styling issues with the page layout. I initially resolved this with Ctrl+F5 but the buttons at the top, as shown in the screenshot below:
How to create multiple requests at once?
How to support complex requests like new hire, that could be handled by several support groups at once. Using tasks inside tickets is not a nice way because splits specialists work queue into two (and tasks have no separate tab). At first sight there should be a multiple (linked) copies of initial request (in parallel), assigned to different support groups. Please give me idea how to create this copies - by mail server?.
Scan problems
Hello. I'v setted up a trial version of ServiceDesk Plus 7.5.0 Build 7512, Enterprise. Then I'v started network scan, using IPs range 192.168.16.4-192.168.16.253. After the scan ends, it says: "Successfull scan: 107". But when I'm opening "Assets" from the main menu, I see only 22 detected workstations and 17 scanned workstations. Is it normal? If no, how I can fix it?
Incident versus tasks - how do you
I know both the above come under 'requests' and that there is a current discussion about how tasks and incidents needs to be overhauled. My question is how do people here who use SD+ differentiate between an incident and a task. There's one thing someone submitting an issue as an incident, but what if they are asking for something such as a toner for a printer or a folder permissions change. I don't want to be recommending a change to implement something if the above workings is still under review.
Help __What to do with the assets that names were changed and continue to appear?
A few days ago, as a means of standardization is changed all the names of the workstations (CPU and notebook), but in a tab called Workstation(s)/Server(s) failed during last scan, I keep coming and in fact I reconciled with the new names, which is a success. But to spend a few minutes, I again workstations appear as stations in store as if he had added a new one. which is very annoying that the amount of assets not coindice analyzed through existing assets, with respect to the workstations.
Asset Scanning By Agent Mode
Hi, Good Morning !!! To scan assets we are using Agent based method. When we upgrade Service Desk Plus its necessary to upgrade the Agent every time to scan the workstation. We know there is script to update the agent settings but it's very difficult to run the script in every workstation which are in workgroup. If we have not upgraded the agent then what will happen. Regards, Vaishali Shirolkar
Change the primary key in to something else?
This question was asked like 3 years ago, but it wasn't really resolved in a helpful way to me. We have a very large inventory of computer (4000+), and the names are rather "fluid", in that when one breaks, we will replace it with a spare while it is being repaired, and then the repaired one will become the spare. Having the computer name be the primary key does nothing to help us make sure the right computers are in the right place, as they are not always on to scan and update these lists and
Creating a report
I have a need for a report that is similar to this request summary report: But, I only need to show the inbound and the completed requests and the ability to select month to date, quarter to date and week to date. Is this report included for selection in the reporting section? I don't see it. We are running: Service Desk plus Version: 8.0.0, Build 8022 If it's not available, how can I create my own custom report to show this information? It's not intuitive from the report builder.
Watch this portal usage video
Hi, I just upgraded our SDP to the latest version and would like to know how I can remove the "Watch this Portal usage video" link from the SDP homepage. Our users do not have YouTube access so this link serves no purpose and I would like to see it removed. Also, most of our users use SDP in Dutch, but it on the homepage there are a few items not translated into Dutch. On the Homepage there's "request catalog", "new request". On the "aanvragen 'requests) tab there's a button 'new request" instead
New Installation of ServiceDesk
Hello, We are about to implement a new installation of SD. As we are a global company and have offices in different countries I was wondering what is the best way of setting up SD to accommodate these places. Is it a case of each Domain has its own SD instance and they can pull and push data to each other? or will it be we have one installation of SD and each location logs into that one box. If anyone is in the same boat as me, could you please tell me the way you have it configured and any issues
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