Service Desk Plus
Why can't i edit the Requester part of the request template. I can change the Technician part but not requester. I can move the fields around that already exist but can not add or delete fields. Can anyone help?
Duplex in *.properties files
Hi! There is *.properties files in SD for translation purpose. But these entries are duplex (some of them are differs only in case): sdp.change.changeId sdp.change.changeid sdp.admin.notificationrules.purchase sdp.admin.notificationrules.purchase sdp.admin.notificationrules.contract sdp.admin.notificationrules.contract sdp.header.Software sdp.header.software Hope in 7.6 this will be fixed.
Add additional email recipient when opening tickets
Hello, I would like to have this feature to be added. We have departments who needs to be able to notify multiple users/department about their request. Right now only the requester is available and he/she cannot notify other users/department. Chris
Adding an Asset (a laptop rather than a workstation)
I have just manually added a laptop to the assets. It is a Sony Vaio model that we haven't seen before so we created a new model and in the product type selected Laptop/Portable/Tablet from our drop down box. I saved the asset but now when I bring it up to edit it shows the model as "Choose Model". The dropdown box does not give me the option of Vaio and if I look at the laptop assets it does not appear there. If I try to recreate the model SD+ tells me that it has already been entered and doesn't
Absent values "Additional Fields"
Good afternoon. Recently I have found out that in all Request till May, 18th, 2009 is absent values "Additional Fields". After May, 18th 2009 is a value is at all Request. I have made to an owl investigation and have found out the following: All "additional fields" are in the table [udf_picklistvalues]. Value from this table register in the table which is responsible for the Request [WorkOrder_Fields.UDF_CHAR1]. Value of this field [WorkOrder_Fields. UDF_CHAR1] empty beginning from Request of 2008
ip address field needed in asset-workstation list in SD+
Hello, I would like to use an IP address field in the SD+ asset-workstation list. This information needs to come from the network adapter. The field exists in "network adapter details" but I need to know how to display the field in the asset list.
Tracking Requesters that fail to close a request
Hello, I was just wondering if there is any way to track requesters who fail to close a request after certain number of days when a request has been solved, i.e sent to their mail to be closed. Kind Regards.
disposed assets showing in Unaudited Workstation list
Hello, One of the more important things Ihave to do before the end of the year is to figure out exactly what computer has not been scanned in a long time, or ever. I’ve just recently begun to use this feature more heavily, and I’m confused as to how to exclude assets that have been put in the Resource State of “Resources disposed” in the unaudited workstations screen. Obviously, if these workstations are not longer in the environment, they would naturally fail a scan. Also, the “last
Technician Assignment by Category
Currently it is possible to assign requests in service desk plus to technicians based on the category selected. This functionality does not cover problems or changes however. Is this something that can be enabled or added in a future release?
Password reset/recover
Hello support team I was busy testing Support Desk, for a while, and made some changes that i would love to continue with. problem is that i stopped testing for a while, and can't seem to recall the administrator's password. is there anyway i can reset or recover the password from under the motor cap of the software, or in the SQL Database. would appreciate any help giving. thanks sidi
VPN attached assets reporting incorrectly
We have 130+ systems, of which a third attach to the network via VPN. I have tracked that these assets have completely skewed data now due to the fact that SD+ apparently uses IP addresses (or stale DNS records) to assign asset values. I have conclusively identified this occurring. Now I have no faith in what is reported in my asset database regarding these assets. What steps can be taken to correct this? I am working on a script method using the off-line scanner, but as this requires that
SQL Server migration to SQL Server when using partitions
Does SwissSQL handle data/schema migration from one SQL Server to another when the number of paritions from one DB to the other is not the same? (What if physical partitions are different? What if logical paritions are the same or different?) Some times the logical partitions are the same but the physical partitions are not. Will this tool be able to handle that variations in partitions (such as by rehashing and rebucketing the data?) Thanks.
Internet explorer page not found
On two seperate computers I can log on to servicedesk web page. On a third it says page not found. The url is correct. What does the browser need in order for it to work (java, cookies, flash...) Thanks
Database Optimization
I need the information on how to optimize the SDP database so that the asset section does not take minutes to load. We were able to fix this issue a while back, however after needing to reinstall SDP the settings have revereted. Please email me ASAP. Kindest regards, Jonathan jdavis@susd.org
changing background colors of service desk plus
is there a way to brand service desk other than simply place the logo on the site? I am looking for a way to brand the web pages with our corporate colors. Thanks
Server Asset - more than one department
Hi, Is there a way to associate a Server asset with more than one site/department? What I am finding is that when a department is associated with a Server that the previous association is removed. Steps I am taking: Relationships tab Add Relationship > Useage Relationship Assign User and/or Department Choose User: No, just select department Choose department save Example: Email server is used by 2 different sites or department. Thanks for the help.
Implementing Queues
Hello dear forumists, I am trying to implement diffrent queues for diffrent teams in ServiceDesk Plus 7.5.0. Here is my idea: -we are 2 teams: Network Team and Helpdesk Team. -we want to change ServiceDesk so that Helpdesk Team will be able to see ONLY requests which are concerning helpdesk issues AND Network Team ONLY requests concerning network team memebers -we DO NOT want each team to see the other team's requests. So, basically we want to split requests in 2 big queues, one queue for Helpdesk
How to move tickets to new category en mass
Running SD plus 7.5 latest build Is there a way to migrate all tickets in one category to another category? Thanks
Request templates - auto group selection
SD+ Currently it is only possible to pre select technicians in templates. Are there any development to have the groups available? officeMonkey.kL
Numbers instead of group names
After update from 7506 to 7514, group names are not presented. Instead there are numbers. When I want to change group, names are presented ok, but after changing in the request the group name is again presented as a number.
unable to enumerate organisational units
Hi, We've recently installed the latest service pack to our ServiceDesk installation. Since installing the service pack, we have been unable to complete a domain-wide scan. The scanning screen simply sits perpetually on "Enumerating Organisational Units" and will not proceed further, or error out. We have tried manually fetching the OUs with the same result. We have verified the L/P used is correct, and that we can connect to the DC itself. from the service desk machine. We can also run a manual
Is it possible to stop SDP from creating new requesters?
We have our SDP hooked up to AD and use it purely as a Helpdesk Management Tool. The Self service Portal is unused. Everyting works fine more or less. We're a school and we only want our Teachers to be listed in the Requesters. Importing them is fine, we asset them assets and when they need help they email ICTSupport which is picked up by the Helpdesk and we can see all their details. The problem is the Students. If a Student emails the Helpdesk, which is something we encourage them to do, SDP will
ServiceDesk attempts to scan Expired System
I'm not sure what the idea behind it is, but as far as I'm concerned, if a system is marked as "Expired" that means that it's unplugged, in the back room, waiting to be disposed of or donated. Why does ServiceDesk continue to try to scan systems marked as Expired? ~James Murphy
What does the IP by a workstation represent?
Is this the IP of the machine the last time it was successfully scanned, or the IP of the machine the last time SDP attempted to scan it?
Query for Custom report
Hi there i need to make 2 custom report query for the attached attributes , 1; server report, 2; print report PRINTER REPORT Brand/Type serial Name Sharename IP SERVER REPORT Server CPU(GHZ) RAM(MB) Video HD size(GB) HD Freespace NetworkCard OS IP
Request Screen List
On the requests list screen where all jobs are shown, is there a way that we can customise the fields that show for all users. By default Priority does not show, however we would like to show this. Thanks
Adding Business Service categories to Relationships
Is there a way to add default business services to the relationship selections? Right now there is just email, VOIP, Email, and Corporate Website. Thanks.
Additional fields for Client Portal Registration
Hi, I'm working with trial version of Support Center and testing the Client Registration throw Client Portal feature. My question is - how can I add additional fields user must field during registration process. The only option I was able to find is adding selection of Popular or Recent Problems.
Maintenance Agreements and Purchase Orders
Good afternoon everyone, I'm curious as to how other administrators deal with this and how someone from ManageEngine would suggest we use the product to accomplish our goal. In the ServiceDesk Purchase Orders, we're trying to figure out how to deal with purchasing things like subscriptions and service contracts and maintenance agreements. These things aren't really software or hardware. They're more like contracts than anything else. How do people deal with purchases like this, and how do people
Explanation of Role-Co-ordinator
I cannot find this in the manual. Can someone tell me what permissions the built in role Co-ordinator has? Running SDplus 7.5 build 7514 Thanks
Purchase Order-Default Value
Purchase Order number Default value should have the option for generating Alpha numeric code automatically.
No-user-response timeout
Rule to remind customer/user that we are waiting his/her answer with closing ticket by timeout when it is not responded
How to duplicate the same configuration that i make on Serverdesskplus to another?
I need to know how duplicate the same configuration¡ regards.
incorrect lincs
Hi 2 all, when I recieve message from users I've got such link like http://support:8080/wo........ But my servicedesk server name is not "support", so this links are not opening. In servicedesk link this content variable called $RequestLink. So how can I cnahge
[7.5.0 b7513] Announcement Bug
Hi Not sure if this problem is related to me but if I make changes to an exisiting announcement, it disappears from view (as if deleted). New created announcements appear but then disappear once edited. Graham
Hello - A linux question
Hello, I have been testin ServiceDesk Plus for some time now, and its very very good software. I have done my testing on Windows 2003 server and OS client is Windows XP. Now I am trying to test it on Suse Linux 11, and so far its ok. But i have a problem with importing Active Directory Users when i installed on linux. I have tryed to imported them like i did on Windows 2003 Server, but i got error that can not be imported from non Windows OS. I tryed to use ldap configuratio, but i get error comunication
Ports Firewall to Analyze Now
Good morning I´ve just installed ESET Smart Security 4, Can anyone tell me which ports need to open to run the option "Analyze now"? With the current settings I get this error: ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist.
web page rendering problems in some Requests
Some requests, not all, affect the rendering of a page. The effect is that almost all names are highlighted as hiperlinks. You can see what i mean in the attached file.
CHnage Request Calendar View
Hi, Can you please advise if there is a way to show the Calendar View for Change Requests to all requesters or place it up on an Intranet? Stevec
Email Signatures-PO Description BOX
Personalized signature configured in the system, should also reflect while sending the PO to the vendore from purchase module.
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