How do I organize incident templates categories ?
Hi, I have installed SDP 8.0 Standard version and I can see that "new incidents" have 3 categories (Internet, Hardware and Email) in these categories, there is a few incidents templates. How do I move new incident templates in to those categories and how do I create new categories? If I create a new incident template it lies outside the 3 preconfigured categories. I've searched google for a solution and I've looked all over the admin setup site, but I simply can not figure out where I create
SDP 7.5.0 Build 7508 - Scanned Software count filter
Hi Im looking for a way to clean all the software with Installed count 0 We are running the system for few years & i have over 6000 items Is there any easy way to do this or only one by one ? thabks in advance
AddTask - Servlet API
Exists function for AddTask in Servlet API? I need Add one Task automatic when i created a Request in my form template. is possible?
Form Design
Hi, I’m designing service catalogue forms. We have all decided and we know exactly the “Category” and “Subcategory” for all Service Request. But we just want that clients to see/edit “Items” field. This is impossible to accomplish since I can’t put just the “Item” field available to see/edit for all my clients. Can you please help me with this. Best regards, Henrique Alves.
Task Reporting
Hello, I want a report that lists the following information about change tasks. I have looked through the forum and others have asked for task reports but not specifically what I want. I hope you will add some task reports soon! This is what I want: I want to select the Change first then have it display the Change description. Then underneath the change I want to list the following task details in table format: Task ID Task Title Task Description Task Technician Name Task Status Description Task
Search option for requesters
Hello, Some of our users (not technicians) who created a lot of requests complain about of absence the Search function (which technicians have) in order to search through all requests (including body of requests) using keywords. Could you please add this option for requesters? My Regards, Vladyslav
Removing Scheduled Report
We have a scheduled report that generates an email. Unfortunately, the person that set this up marked it at private and is no longer with the company. The report is a simple time report of what they had worked on, but I can not find it in any list of reports. The report is generated, sent to her old email and the undeliverable notice is returned to our helpdesk email that creates a new ticket everyday. The Report's name is Altaf's status report but the bad email is Sadat's (sshaik).
Ordinary user cannot submit incident reports
Hello I am currently implementing SDP V8 on our network. I have a small team working on it and a group of independent testers. The testers have been submitting incident reports for some time without any issue. However, as soon as I created Service Catalog items for them, their ability to submit Incident reports ceased. Ordinary users can submit Service Catalog requests but cannot submit Incident reports. Attempting to submit an Incident Report does not throw any exceptions. All appears to go
Public and Private reports
Hi, Please let us know how to create,edit a report as public or private report.
Technician / Group Association
Hi, When assigning a ticket via the Requests tab in SDpro, I can assign a request to a specific Technician, but not to a group. Is this by design? I would like to be able to assign only to groups and not technicians, but would settle on being able to do both. Is this possible? Please see the image below for clarification on where I would like to assign to a group instead of technician. Aaron
emailing a requester when a request comes in
Hi all, Can I set up a rule, or even a service catalog entry, so that when somebody fills in a request in sdp it places that in the requests but also sends an email to a requester? Thanks Martin
Problem in restoring the backup data in adventnet ServiceDesk Plus build 6014.
Hi All, I have a problem in restoring the backup data from one server to another server. I want to shift servicedesk plus from one server to another server. The production server has build 6014 installed. I have last month's backup from that server. stopped that server. In the test server, Installed servicedesk plus 5.5 & upgraded using 3 service packs and made it as build 6014. Now both servers are having servicedesk plus build 6014 & using MYSQL databases. I'm trying to restore last month's
how to auto assign specific ticket to specific technician
how to auto assign specific ticket to specific technician or group of specific technicians permanently ex : i'd like Mike and Jone always responsible about car tickets . how i can do that ? is there any way to do it or not ?
Can SLA escalations to be group specific?
Tickets in our organization are managed by group based on the application selected. Can the SLA escalation notifications be setup to notify individual groups based on a field value such as affected application?
Domain Scanning Problem
Our domain AD structure has changed since the last time we imported from it, and now the software will not let us fetch the updated OU list. Whenever we click on Fetch OU's from Active Directory Again, I get an error that says Exception Occurred while enumerating Organizational Units. We have tried multiple user accounts that would normally have access to the AD list, and have tried using both the server name and the IP address, but have gotten the same result. We are currently using SDP version
Scheduling PM tasks
Is there anyway you could include the ability to schedule by particular _days_ of a month, as well as by date? It would be good for us if we could have (for example) the third Friday of the month.
Applying a template to an existing ticket
Is it possible to apply a template to an existing ticket?? I can use them when creating a ticket but not all of our tickets are created manaually, for example, when we receive an e-mail. I'd like to be able to add the template after the ticket has been created from the e-mail. Is this possible?
How can i scan my HP ProCurve 2410?
Hi! How can i scan my HP ProCurve 2410 in my ServiceDesk Plus? Thank you
New request only from domain users
We are currently evaluating ServiceDesk Plus. We have it configured and it appears to be working great thus far. We have run into a minor inconvenience thought. We are using our helpdesk@domain email as the email in ServiceDesk to create new requests. However this email address is also on many subscription lists, so every time a vendor emails us, it creates a new ticket. Is there a way to restrict the ticket creation to only those emails coming to the helpdesk@domain email from domain emails? TIA
Can't use SQL with carriage returns in custom report
Select * from table works fine. Select * from table does not work. I write all queries in SQL Server Studio Manager and then paste them into SDP reports. It is too tedious to reformat long queries. Is this a known issue and being fixed? Thanks.
Tasks Enhancements ?
We are currently using ServiceDesk Plus Enterprise for out IT service desk. We now have another potential (non IT) application for ServiceDesk Plus but the main obstacle to choosing ServiceDesk Plus over other software is the limited functionality of Tasks. Can you please advise whether and what plans there are to improve the Tasks functionality in ServiceDesk Plus. Ideally Tasks would need to be more like Requests. I know this question has come up before and the Tasks functionality has already
attach documents to a request via 'Actions --> add attachement' menu instead of having to edit the request
Hi I would really appreciate having a new menu item 'add attachment' under the Actions menu in the request view, in order to add attachments to a request. Today, you have to go to edit mode and then add an attachment. IMHO, adding an attachment is not like editing a call; so every technician should be able to do so. To edit a call, you have to have the correct rights. Not all our technicians have the request edit rights in my configuration. Thanks. Best regards, Marc
Service desk Plus Back Up
Hi All, Has anyone tried to do a restore from the BackUp in SDP, is it a full backup can I recover my full system from this file?
Change requester site information on BD
Hi, I need to change information of requesters but I don't have access to AD. So, I have SDP configured with SQL Server and I need to change "Site" from users that I import from AD. What is the table that I have to configure and what Is the field? How can I do that? regards, Henrique Alves.
Incorrect values displayed during Domain Scan - SDP 8008
Hi, Looks like in the latest version of SDP domain scan dialog has some glitches in numbers such as percentage and number of stations scanned. For example it shows 563% complete for 45 stations out of 8 possible. Also the scan doesn't stop then it reaches the end, but restarts itself one or two more times. Please refer to the screenshot attached.
Automatically assign workstation to user
Hi, I think that it would be great if SDP automatically assign computers to users when we importing assets from Active Directory. SDP could match computers to users from “Name” field on “Manage By” tab of computers in Active Directory. Regards, Henrique Alves.
Asset Status Not Changing
Some techs on the help desk are reporting that when they try to change an asset to in use, the user gets assigned but the status remains as in store. This is really messing our inventory up. I've been able to replicate it, and it happens to both workstations and non-IT assets. I am on version 8.0.0 Build 8007.
Remote DCOM Error
Receive the folowing error when scanning the domain with LAN Admin credentials using Build 4112. Did not receive this error with Build 4109. Either access denied for the user or the remote DCOM option might be disabled in the workstation.
SDP 8007 - Pass through authentication - does it work as standard in a Windows 2008 R2 domain?
Hi, I've been attempting to setup a test enviroment to test 8007 before upgrading from 7611, but can't get the pass thru authentication working. I have a case open with Zoho support, but they are suggesting that I need to change the NTLM policy for the domain/servers from the default, and amend various Internet Explorer settings. This seems a bit drastic to me, especially since it is working fine on 7611. Has anyone else had issue with this within a Win 2008 R2 functional domain level system? Thanks,
SDP on Blackberry crashes
Hi Team, We tried accessing servicedesk plus on blackberry phone, but after login it crashes and gives Error 400 Do you need any screenshots for that ? thanks Gopi ME Tech
Automated closing not working....
I'm curious to know if anyone else has had this problem in the past? We recently turned on the automated closing process and set the duration to 1 day, but we've noticed the calls aren't closing after the set amount of time. Also, I have noticed that when we tested this out, a user could leave comments when they closed the call and it would show up in the request. Now if a user leaves a comment, it shows up in the history, but does not show up in the request? Any ideas? Thanks.
Username/login changed in windows AD, but not in Servicedesk?
User has changed his login in windows AD, but in servicedesk his old login is active, and cannot be changed. How to get the account to be associated with his new login in ad? Deleting the account and creating a new one, is not a good options as his reports/history get erased.. Jan
Bug in email processing when email sent To: and CC: to SDP
Since the 8008 update that adds technician response via emails to update the response times we've had SDP choke on several emails that users have both sent To: and CC:'d SDP. Here is the log entry from one of these: [12:53:59:070]|[02-10-2011]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[43]|: MailFetchingTask instantiated. | [12:53:59:070]|[02-10-2011]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[43]|: Host : mfg-nyc-exch1.mfg.prv, username
MySQL Date Queries (Changes/Reports)
I have been putting the Scheduled End Time as 31/03/2012 23:59 for many of my changes to denote that they are to be completed within the next Financial Year, however when I report on these the date is displayed as 01-04-12 I'm formatting the date as follows: DATE_FORMAT(FROM_UNIXTIME(chdt.scheduledEndtime/1000),'%d-%m-%y') "FinishDate") Any help would be appreciated Running ServiceDesk 8.0 build 8007 MySQL
how to report on changes based on Assets Involved
Hi, I haven't been able to figure out a way to create a report (custom or edit an existing report) that allows the report to show changes based on the field Assets Involved. Almost all the other fields on the change form are available as a filter including a couple custom ones I added. Any suggestions on how to get this to work. I am running on SDP 7611, however I have an upgraded copy in our test environment running 8004 and I can't seem to find a way to run this report in that version either.
Sending notification failed
Hi Support, I got error msg "Sending notification failed" while sending reply or forward with Request. for mail server setting is correct setting. Could you please help for fixing this issue? Regards, SOPHAL.
Customize fields that appear for all users in “Request” module
Hi, I need customize requests fields that users are able to see in request module. The point is, I don’t want my clients to see the Technician that picked up one request. So I didn’t add Technician field on my Service Catalogue. BUT clients, by default, have “Assign To” field show in “Request” module. The “Assigned To” field will always appear with “Not-Auth” and so it’s no interest to my clients to see this by default. best regards, Henrique alves.
Site - Refer Default Settings
Hi, Why if I said that one site "Refer Default Settings" he doesn't appear on "Available Sites" to associate to one technician? For eg. I have London and NY. I want that London to have default settings and NY to have "Custom Settings", and I want to associate some technician JUST to London. regards, Henrique Alves.
Scheduling Preventative Maintenance tasks
We recently decided to move our regular tasks away from the old paper based list and onto SD+. Some of the scheduled maintenance tasks disappeared, or failed to start. I've read an old thread that suggested a different requester name to the technician who will be carrying out the duty. I've done that and am waiting to see if they work next time. Is it possible to report on what has been kicked off through preventative maintenance? Is it possible to schedule something for the first Monday of the month
Service Report listing assets
Hi, I would like to a report listing assets assoicated to a service ? so as an example payroll service Firewall001 Server005 Workstation99 Switch02 Intranet Switch99 Server009 Server012 Backup099 and so on. is this possible ? we are running mysql ? on a side note, how about adding a new download area on the website for addon reports ? thanks Michael.
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