Easier to import ae_scan files...
Some times I go to a job site (these can last for a few months to over a year) and I will run ae_scan on the systems there to have an updated "scan" of that system. Now there can be several of these files, especially if I visit multiple sites. When I get back and want to add them, I have to add them one at a time. Is there an easier method or can an way be programmed to import several at a time.
AD Import
Hi Is there any way to import ”street” from active directory to my requesters in SD+? In AD-Import i can´t choose alternitve. It is importent for me ho have that information. I hope someone can help me //Erik
Please include SITEID as a filter in ALL report types
In the current inclination it is impossible to pull up a report on time spent tickets by site unless you manually create a query which means you lose the grouping and summary options. Please include SITE in ALL reports. Thanks!
Software Assets Issue
Hi, Just wondering if there is a way to get the assets, mainly the software group, up to date? We where doing an audit and noticed a large portion, of the 1550 detected software on the network, did not exist on a machine or on the network anymore. Yet it stil appears under software asset? I can see no button to perform a 'new scan' or 'clean out expired items'. Please let me know if i have to go through these thousands of items and manually delete the ones that arnt actually installed anymore. Im
Is there a way to edit flash reports?
I have managers that would like to be able to add/remove fields from the flash reports, is this possible?
Who can log calls via an external mail address?
Hi all, newbie here, I logging a call via my gmail account to our Servicedeskplus application at work. The call was logged and a new requestor was added with my name and gmail email address. This concerns me as it means we could get spammed with bogus requests via an external email address. I am interested in the rules governing if an external email to the servicedesk email adress will result in a request being logged. In my case I believe the call was logged because my name in Active Directory matches
Schedule AD import not working
Hi I have my schedule AD import set up for once every day but this is not working. Some new users created some time ago have not been imported. Thanks
Confirmation of request
Is there a way to resend the confirmation that the users gets once his request is received by Service Desk?
General Question
What causes a Change Request to be "Approved by System?"
Adding / Closing tickets is very slow
Hello, We are finding that lately our Service Desk is running quite slowly (Version : 7.5.0 Build 7508) Adding a contact or in particular closing one takes 5-20 seconds where it used to take 1 perhaps 2. We are wondering if there is some kind of maintenance or optimization that we should be running on mySQL or alternately if we should migrate the database to one of our SQL 2005 servers. The server that houses the helpdesk is a reasonable (if single core) machine but it does have plenty of hardrive
Groups/Sites Problem
When I first got this thing (SDP) going, I created a site. Then, when I created groups just now, I placed them into the site which I created earlier. However, when someone now goes to create a request, neither of these two groups show up in the groups drop-down list. How can I change it so that everything is operating within the same site (the site which I created)?
External Vendor gets blank screen after login
We are on 7015. AD pass-through works for all users belonging to our domain. We have several contractors which need to remotely access our ticketing system. They have accounts in our AD, but are working externally on their own machines belonging to their own domain. When they VPN and attempt to logon, they are entering our domain credential into the logon screen and are then getting a blank screen. Domain users have had no issue logging on through VPN. I've seen many posts with hints and tips for
How can I view task history?
Currently, to my surprise, Tasks for a Change do not get logged into the History tab. Is there an easy query to view the history of tasks? I am interested to view whether the time/activity logged within the task is reflective of the actual time that the activity in the task was recorded. Future feature: Add task history to the History tab.
modify owner of resources from mysql
Hello, I import about 5000 new resources (not it, asset) to service desk 7.5.0 Build 7509 from csv files. I have about 2000 users from AD in service desk. I want to assign that users to resources. I have in excel columns resourceownerid, resourceid,userid,deptid from service desk database. I try to import new table (import) to sevice desk database. and run query like: update resources, import set resources.RESOURCESTATEID = 2 where resources.RESOURCEID = import.RESOURCEID insert INTO resourceowner
Linux Push Script
Quick question. I was poking around and unable to find anything very easily. I was curious if anyone has previously looked into writing a script that would push information from a linux host much like the ae_script pushes information from a Windows based box. Anyone write one? or is there possibly one in the works?
Has anyone written reports to compare ServiceDesk Plus CMDB info with AD/IIS and other tools?
I am using a number of tools that need to know about assets on the network including but not limited to AD/IIS, SolarWinds NCM & NPM, and IDS/IDP tools. We have most of our assets in SDP (routers, switches, workstations, servers, etc) and I want to follow good ITIL practice and use the SD CMDB as the authoritative source of data for all of the other tools. Doing this initially requires extracting the asset information from the CMDB to compare against the data in AD/IIS and the list of monitored
SD+ Scheduled Scanning
How can I make sure that the audit settings for scheduled scans will include all domains? Some of our servers are on a different domain and I want them to be included with the "workstation scan." Thank you, Justin
Querying Service Desk DB through Excel
Hi there, I need to query the service desk DB from Excel so that to retrieve the data and create some custom charts. I copied and pasted the query of the report to the SQL query in excel. But I get the error that says: You have an error in your SQL syntax, check the manual that corresponds to your MySQL server version for the right syntax to use near '(wo.CREATEDTIME) FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WOR' at line 1 According to the local support for Service Desk, I have
ServiceDesk Java High CPU utilization
When DB is MS SQL - Java.exe utilize about 70-100% of CPU. Switch back to MySQL turns a normal CPU utilization - 1-5%. It is a feature by default? I tried it on different OS (WinXP, W2k3 Standard, Enterprise) and is always the same. I want to use MS SQL but I don't like such a high CPU usage.
Can we run multiple MS SQL Server instances on the same DB server
We are currently running two instances of ServiceDesk Plus, one in MS SQL Server and one in MySQL. We want to convert the MySQL to MS SQL Server and run it on the same DB server. Can we just setup the database instance with a different name (other instance DB name is servicedesk)?
Backup sticks at 50%
Trying to run a manual DB backup using "backupdata.bat" - Job starts then stops at 50%, java.exe then goes through the roof at 99% CPU.
ServiceDesk Plus TCP/IP port number
My IT would like to configuration Firewall rule for ServiceDesk plus software. Which port number need to open for client to access ServiceDesk Plus server. Thank you
Old hyperlink showing up in notifications
I changed the path to the SDP portal, and then went into all of the notification templates and changed the hyperlinks to make sure they point to the correct place. However, it is still sometimes putting the old link in there (which goes nowhere now; causing the user to contact me about the link). What's up with that?
How are IT Assets calculated?
How are Assets tracked by the asset cap for your SD+ purchases. Currently we are allowed to have 250 assets max. We are receiving errors saying we can't add any more assets because we are at our limit, however, under assets view it says we have a total of 252 assets: IT Assets Workstations 80 Printers 3 Routers 2 Servers 70 Others 97 How then, are the 250 assets calculated? Is it just the first 250 names that are listed under "IT Assets?"
license renewal !!!!
what is the difference between perpetual license and annual license? What will happen once the annual license expired and forgot to renew? The system will stop running or something else? Thanks a lot for your answer in advance.
To create a survey with different questions and different level of satisfaction
In a same survey, I would like add two questions with a different level satisfaction. Question 1 ? Answer YES or NO Question 2 ? Answer Satisfied / Not Satisfied / ...... Could you help me ? Thanks in advance Robert
Change MYSQL to MSSQL server
Dear all , I have Services Desk Plus Version : 7.5.0 Build 7509 In first time i setup with MYSQL , now i want change to MSSQL server 2005 so i have lab test , i backup database and restore with new server with MSSQL , this is error Please wait ! Restoring in Progress................... 0-----------------------50------------------------100(%) ===============================================QUERY = INSERT INTO wordmap (APPL ICATIONID,WORD) VALUES(1, N'/> </imagedata'); java.sql.BatchUpdateException:
Oracle?
do i have to use mysql as the backend or does support desk support Oracle at the backend as well?
Request Templates: Should have option to have "Add Assets" disabled
If the customer portal is used, within Request Templates, it should be an option to configure SDP to disable "Add Assets" in Requester Details, or even not to display requester details at all. For secuirty reasons, there is a case for portal users NOT being able to All the assets within the enterprise.
Prefix for Purchase Order No.
Hi Service Desk Plus Supportteam, is it possible to add some kind of prefix to the PO No.? We're working with 5 digits (a letter and four upcounting numbers (example: B0005, B0006, B0007 and so on)) in the moment and think about using the year with a following number... Thanks a lot, Albae
Email Fetching (other than IMAP & POP3)
Due to corporate policy, our parent company no longer allows IMAP, IMAPS, POP3, or POP3S. This will dramatically impact our ability to use SDPlus. Previously, I did submit a request related to this, and the answer was that SNMP fetching would be investigated and included in a future release. This was back when v6 was the only version. We are now on v7.5, and am, still, impatiently waiting. Please provide the status regarding this request
Changing the domain
We are planning to change our domain from "xyz.domain.com" to "abc.domain.com". What precautionary measures should i follow so that the domain name change does not affect the way my users login to the self service portal? Aris
The Schedule Reports stop working
Hi, I'm running SDP version 6.0.0 build 6.15. The Schedule Reports stop working and sending the report suddenly. Please advice Hassan
Priority Ordering in Requests view
I'm sure this has been raised before but the priorities are listed alphabetically and not logically. So, Priorities High, Medium & Low are listed as [ High, Low, Medmium]. This isn't logical.
How to Change the default domain
Hi, We have installed SD+ Professional on a Multi-Domain environment, and if possible like to set one domain as default on the drop down combo, is it possible? Thanks
Managed Software
Hi How do I change the list of managed software in SDP? Thanks Neil
Firewall problems using Servicedesk for another pprt than 80
Hi! When i use another port than 80 for servicedesk through a firewa i have problems inside servicedesk. I tried 8080 and opened the firewall for 8080 and mapped NAT 8080 to servicedesk. It works fine to log on to Servicedesk but i am not able to perform specific issus, e g to assign a case to a technician or other stuff inside a case. Strange. It works fine if i use port 80. Regards Borje
Script needed for email history
I need a custom script to extract all email history between technicians and users. I can extract emails sent from a technican to users, but not the other way around.
there is no attachment in outgoing mail from SDP server after 7509 update
I have my custom report that by shedule task send to my e-mail every day. Since Iinstall 7509 update I get mail but without attachment (report in xls format). Request mail I get normal (in my request no attachment at all). I install ms office outlook on SDP server and configure SMTP on it. Save local my xls report. Create mail and attache xls. Send it. I get mail with attachment. This say that my mailserver (Exchange 2007) work fine.
Column Width - Solutions Page/Listing
The Solutions Document Listing (SolutionsHome.Do) only displays approximately the first 20 characters of the SUBJECT value. Even after I remove all other columns this column does not expand. Hovering the mouse cursor over the SUBJECT values does not expose any further information. The User is required to actually open the Solution to read the full subject. A nice option for Service Desk is to let us define column widths for all of the "grid-like" display areas or be able to "drag" them wider while
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