Some templates issues
Hi, I've been working with templates and i found some issues. 1. As we do not use the assets module, i cant hide workstation id from the templates 2. Is there any option to set another template as "Default request" or hide this one into the "Self service" portal? For now, I want to reduce to only 1 option the templates number Thank you Regards, Javier
Business Rule Issue
Hi All, How can I set a business rule that a new request related to a particular category move automatically to a related site. Quick response will be appreciated....
Software Inventory - Adobe Reader Version 5 vs Adobe Full Version 5
I'm really hoping someone can suggest a solution to prevent us from having to go around an manually touch over 800 computers in many different States. I know Adobe Version 5 is an older version of Software but some of our instrument software is older requiring us to keep it around. The Problem: When a computer is scanned and it has either Adobe Acrobat Reader 5 or Full Adobe Acrobat Version 5 they both show up as "Adobe Acrobat 5". We have no way to tell what is the Free version of the software
Retrieve technician information + dashboard
Hi , I have two questions, please First : if i log in to my account as a technician and i start order a request my information not auto retrieve from Active directory ex : " my name , my department , my job title , ....... etc " in this situation i need to enter it manually . So, how it can auto retrieve ?? Second : i would like to view dashboard in way that actual reflect our requests . ex : from dashboard i want to view how many requests are closed , opened and still pending . thanks so much
Notification by mobile
Hi, is there a way to notify the reqeuster by SMS when his ticket colsed ( his mobile number that are saved with his information ) .
can i keep two manage engines on the same server?
sir, I have a manage engine for support activities. we are planning for production also i want to know whether both can be kept on d same server and machine if so what are the settings to me done??? please reply asap as its vry urgent... Regards, XYZ
Templates are nice but Macros are better
It would be a VERY useful feature for us if you can include the ability to 'record' macros for the purpose of creating, populating and closing incident or service requests with 1 selection. Here's an example: A user sends us a request to load, run, and notify him/her when a batch job has been completed. We now have to create a Service Request (even if it's template) and start filling in the info. If you had the ability to record macros, we would only need to fill in user (variable passed
Is there anyway to pass the user name via link variable
Hello I am looking for a way to automatically include the user name logged in to link, something like http://helpdesk/userid=domainuem So it will redirect to help desk, put the user name automatically and choose the right domain. All user has to do is provide password Thanks
User Survey Problem
Dear Sir, Is there any way that I can check whether the users have feedbacked the survey of incidents? We want to do the analysis and we need to know which request already had its survey feedbacked and which one didn't, so we can followup with user for further assistance. Right now in the system, I can't get those information and I also can't edit the fields or sort by the field in survey result lists. Please kindly support, thanks. Alan
Change the filter list.
Hi, We have some custom views we use on the requests page. We want only some technicians to see these views, we could make them private for each technician but this is obviously a long process. Is there any way to make a custom view and push it to some technicians but not all. We could filter the technicians individually or by their site association.
Where to view tasks assigned to Group but not to Technician?
I think my concern may be covered by the known issue at the end of my email but I believe I'd prefer a different solution, if possible. We are very happy that the ability to assign a task to a group rather than just a technician has been added, as we have wanted this since we started using this product 2 years ago. However, I cannot locate a way to view these unassigned tasks or, at least, not an intuitive way. If I go to My Tasks and select > Show All then adjust the filter to All Tasks, I can
Viewing Tasks
Is there a way to view tasks in the same way that you view requests?
Plain Text Fields / Labels
Is it possible to add plain text labels to the incident template (e.g. a field to explain what another field is or provide a note to the requester)?
How delete the software of which "Installed" = 0 by a query
In the module " Assets\Software\Scanned Software ", how delete the software of which "Installed" = 0 by a query in MSSQL Server.
Tasks in request view
If I have a request that I assign tasks to say 2 people is there any way to tell if those tasks are complete or not from the request view? We currently use Track-it and are testing SDP as a possible replacement. In Track-it they are called assignments, but we we can look at all open work orders (requests) and see assignments (tasks) in the same view so we know the status of them as well. From what I see in SDP, I would have to 1. Go to the home tab 2. Under my tasks, click show all 3. change the
Failed Upgrade (7022 to 7500)
Hi, after a failed upgrade, service desk refuses to start, and i get the following error: ServerContainer [CREATED] SQLOne Search [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] SQLOne Search [STARTED] AdventNetCC [STARTED] Server Started. Please connect your client at null://localhost:8080 I've tried deleting the "extracted folder" but that doesn't help. luckily, i have an MSSQL backup which i took before i attempted the upgrade and i also took a data backup
Can't get SSL/CA working with SDP
Hi, My company has recently got some proper CA certs. I've gone through the process detailed in the FAQ several times, following the directions to the letter, and just can't seem get things working. I created the keystore file and sent a CSR to my cert authority (StartCom). Note that StartCom requires minimum 2048 lenth SHA1 encrypted CSR's, so I simply added "-sigalg DSA -length 2048". I received the certificate file back for my site (support.mydomain.com). I've imported StartCom's root Certificate
Upgrade MySQL
Hi, Is it possible to migrate to an 5.x version of mysql DB? Best regards, Javier
How to remove report which we have created and scheduled
Hi, We have created some custom reports and scheduled to notfiy.. I do not see where I can disable this scheduled report and delete the same in SDP. Regards, Laxman
Adding image or screen dumps into requests
Hello SD Plus, Im currently running SD plus V6 build 6010 and was wondering if in future updates, you guys would be able to include the function where we would just be able to paste a screen dump or image directly into the request or when adding notes. It just seems a waste of time having to save the image as a file then upload it into the request. Thanks, Chris
Uninstalling Agent
I have installed an agent onto a computer and then created an image of the hard disk using BESR 2010. The issue that I am having is that everytime I set up a new computer using the image it overwrites the previous computers details whenever it is logged on. Can you please advise me how to manually remove the agent so that I can create a new image without it.
How translate
Hi, how I can translate ServiceDesk Plus in Italian? Thanks
Requester receive "User does not have sufficient privilege" when trying to login.
8.0.0 Build 8009 with MY SQL database We authenticate against AD which apparently works but then the user gets a notifcation that they do not have enough rights to submit a request. This happens only on a small number of users. I can't seem to find anything wrong with the user accounts. Anyone else run into this?
Database cleanup
Hi, I am using servicedesk plus prof edition, This has got record ticket details from the past few years. I want to clean up the database of the previous ticket records. Please suggest me a way to clean up previous tickets and tune up the database by removing other unrelevent details. Thanks saikat.kit@gmail.com
FR_DUETIME
I am currently extracting data from the workorder table and have come across the field: FR_DUETIME Anyone know the purpose of this field? Thank you, Hayes
Report on all software installed at Site
Can you help me with creating a report that will produce all software installed at a specific site? Best case is it would group by software and list who had it installed: Acronis: -Laptop1 -Laptop2 Thanks!
Request assistance creating Report based off of signed on User
We recently implemented Single-On and and would like the ability of pointing to a Manage Engine URL or CODE that we can insert into an HTML or ASPX page so that it automatically generates a report, outputted to the screen, that shows the logged on user's Tickets that aren't Closed. So anything that IS NOT Closed or Resolved. I'd like it to generate these fields in this order. Created Time Request ID Request Status Requester Subject Description Group Technician Notes Field For our Intranet we can
Request View in Change Tab
When looking at a incident (request) attached to a change. Should be able to view the whole ticket. Need to be a link that takes you directly to the request like it does in the Problems tab. You shouldnt have to get the ticket number go to the requests tab and then look it up. There may be things like approvals or tasks that you need to see that the simple view that you get now doesnt show you and the extra steps to get to the ticket are unnecessary and avoidable.
Additional fields import from Active Directory
Our Company is using servicedesk plus for out IT Helpdesk. We have 18 operating companies spread over many locations. I have added a new custom field called Country. We have over a thousand users and are increasing and removing per month. I need the country information to be automatically imported from Active directory so I don't have to manually do the house keeping. Can you tell me how I can do this. Thanks for your support.
SMS
I am wanting to set up notification via SMS Messages, I have enabled SMS notifications in the Admin/Notifications. There are two options on the individual technician a mobile number and SMS Mail ID, how do i find what the sms mail id is? Probably really simple, any help appreciated
Sort by number of install software
Why we cannot Sort by a number of installed software, under scanned software?
Business Rule issue?
Hi all, I am getting some requests in about new starters. This is fine but they go to 1 technician and I cannot find the rule that says for service desk to do this. Where should I be looking? thanks Martin
email to requester mapping issues --> multiple email address fields for requester ...
Hello We are working with SD+ 8.0.0 Build 8009 Our requester base has the email address field filled in. When a requester opens a request via email, SD+ automatically maps the request to the correct requester according to the email address which SD+ found in the requester base. So far, so good. Sometimes, we encounter the problem, that a requester sends an email to SD+ using his private email address (we have lots of mobile users) or an alias address. If so, SD+ cannot find the email address in the
MySQL Survey Settings
Hi Support, Good Day! I'm just asking how to change the survey settings satisfaction level scales from level 1-4 and I'm going to changed it from 4-1, by using the back end of your Database Mysql? Thanks Hope to hear you soon.. memels.
Need a Query on MSSQL which have the technician and the group they belong too
I need to have a query om MSSQL which have the technician and the group they belong to
Release 8.1
Any idea when version 8.1 is sheduled? Would be very nice to have the new change management and CMDB. Best regards, Mark
Assets scanning
Hi! Have a problem and a question. 1. I try to scan 2 PCs in the network. Agent installed on both of them. The problem is: only one object in "Workstations" is created for both PCs. And scanning of one of them is overwriting data in the object. What should I do with that? 2. Can I automatically assing newly created PCs in Assets module to multiple sites ... based on AD Domain, for example? Say, every PCs in AD Domain domain1.local is assigned to site "Site1"? Thanks!
Disable PassThrough autentication in SD+
Hi folks, first time here. I'm performing a trial of SD+ and after enabling SSO I'm not able to login again to the app getting a blank screen. Is there any way that I can disable SSO from the database, restart the service and try to login again?. Any way to avoid SSO with the local administrator password?. Thank you. Nicolá
SLA alert problem
Hello, Two of our SDP accounts have the same problem: Sometimes, the SLA violation alert is not seen in the request page although the due by date has past the current time. When we change the due by date manually, the SLA alert red flag comes up. Have you ever seen a bug in the current version 8008 or the earlier versions? A screenshot of the problem is at the attachment. ( Öngörülen çözüm tarihi: due date & Oluşturma Tarihi: created date ) Thank you for your quick reply.
Other Items to manage
As we are using ServiceDesk more and more to manage things at my corporation one question that my boss has is if it is possible to add things like Domain Renewals and SSL Certs that we have purchased and of course require a renewal date. We would really like to manage them in ServiceDesk somehow but contracts doesn't seem to work for this. So I am wondering if this might be something that could be addressed. Thanks much, Joe
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