Edit the details of workstation
Hello, I can see the hardware details of workstation on the Hardware tab There's four sections such as workstation Details, Network Details Discs and Drive Details, Other Details. But these information only come out by scanned workstation. when I input the information manually, I can't find any field as I've seen the details on the Hardware tab. There's no detailed input field on the edit page such like Disk's information, Additional NIC, Something like that. How can I input the details manually
What triggers a notification when Request is updated
I have enabled "Acknowledge Requester by Email when the request is updated". What criteria activates this? I have tried adding a note and a "Worklog" entry to an existing ticket and have not received a notification. Thanks Chuck
Hyperthreaded CPU count off
It appears as though the inventory is reporting hyperthreqaded CPUs as double the total count on the box. Is there a hotfix or workaround for this error?
Asset Explorer to Service Desk Plus
We are currently using Asset Xplorer software and evaluting ServiceDesk Plus software. Can you please let me know the way to take the backup of Asset xplorer and restore the same in Service desk plus ? In other words.. migration/transition from AE to SE+. Regards Rameshwar
Error Code Need Help
Dear Support We are trying on the Asset Scanning. Previously, we can successfully scan one of the workstation. However, today i saw the item inside that workstation is duplicated. 4 x 1 GB become 8 x 1GB listed So , firstly i try to rescan again to see whether it can be update, it promoted some error where i have quickly skipped. Then i deleted the workstation and try to rescan again. It give me the following error FAILURE :Database exception while discovering workstation. : Cannot delete or update
Attachments Location
Good afternoon, Please could you confirm the default location of attachments? Is it possible to change this path? Thanks, Davey
no value for timestamp
Please help with this sample query. I want to display a report if the there is no responded time, it will display 'not assigned' or zero (0). With the query below, if there's no response to a request, it will display 01-01-1970. SELECT WO.WORKORDERID, WO.REQUESTERID, DATE_FORMAT(FROM_UNIXTIME(WO.CREATEDTIME/1000),'%m-%d-%Y %k:%i') 'Created Time', DATE_FORMAT(FROM_UNIXTIME(WO.RESPONDEDTIME/1000),'%m-%d-%Y %k:%i') 'RESPONDED TIME', WO.COMPLETEDTIME FROM WORKORDER WO WHERE WO.WORKORDERID=72292
Table Properties
I want to get the properties of the PurchaseOrder table. Like the size/length of purchaseorderid,.. and so on. How can I do that? Thanks. Zaizai
Backup from version 7014 doesn t restore on version 7020
Greetings I had problems in the server running Service Desk version 7014. I instaled the recent(today) downloaded version (7020) in a new server and tried to restore the backup made with version 7014. It doesnt work. Questions a) Is it possible to convert the backup so it can be use on version 7020? b) If not where can i get the old version 7014 ? I have to solve this in the next 12hrs because is being used by HR. Thanks in advance Joao
new instance
Hi, does anyone know if it is possible to add new instances for one install? Meaning can we have one install, with separate forms being sent to the techs depending on what needs to be done. Can we have the user decide who to send the request to instead of just sending it to helpdesk can they send it to the netword engineer, with a form that they can check to indicate exactly what they need done, then a different form to the software helpdesk indicating exactly what software they need installed and
How to insert the image into the post?
Greetings! How to insert the image into the post?
Pending Closed
How can I mark a request as "Pending Closed"? I would like to mark a trouble ticked as pending closed, the requester gets an email saying that they have three days to update the status of the ticket or it will automatically be closed. We have too many open tickets that are several months old that we don't know if they are still active or should have been closed a long time ago.
Hiding Change Field
Hi, Just wondering if it possible to Hide Change fields. For Example we would like to hide the following It Services Priority Item. We can hide fields with in request is it possible to do the same with Change Forms? Regards John
Quick Request settings
Are there any settings / customization available for the quick requests?
Login Issue On Service Desk
Hi Helpers, We get a user login issue h**p 500 on a particular terminal server with Service Desk Plus. I can't put in the tt above as its blocked. We don't get this issue on local PC's or most of our other terminal servers. Here's our version info. Your SDP Version : 7.0.0 Build 7012 How can I go about trouble-shooting this issue ? Best Regards, TM.
Unexpected Error on HotSpot Virtual Machin
Hi Dear Customer Support I am encounter with an unexpected error on java that force SDP to terminate and stop. FYI, I have attached error log (wrapper and hs_err_pid144.log) as attach file. could you please help me how restore that problem ...? Thanks for your assistance
Filter assets by vendor
Hi, I would like filtering assets by venodr, is it possible ?
Escalations
How do the escalations work? when the escalation is done, are calls transferred or it is just a notification? I would like to set it up in such a way that before an SLA is violated, the Technical Supervisor is notified but not have the call transferred to him. how can i do that?
Tech modifying Due date
Hi, It has come to my attention, that it's not possible for a technician to change the due date of a request, only the admin kan change this parameter. Is there any plans of changing this, and if so; when? Thanks in advance. Regards Rasmus V. Jensen
Summer hours in Brazil - Service Desk Plus 6.0
What is the procedure to change the summer time in the service desk plus 6.0 in the history of notification and date of creation of the request. Gaia
Sample Category Groups, Sub Category and Items
Hi, We are implementing our service desk but we are struggling to setup the category's, what Category's and sub Category's do you have? We have 8 Category's each with about 15 - 20 sub category's at the moment but I feel the way its laid out will be to confusing for our users. Cheers Stu
scanning machines
Hello! Is it possible to scan all corporate PC's for hard/soft-ware configuration at once, not one-by-one?
User-->Asset Auto Assign
I have a questions which may be more of a feature request. We are using the auto-assign Asset --> Users feature which seems to work by Assigning the Asset to the last logged in user. Is it possible to have this done automatically so that anytime a user logs into an asset they show as a user of that asset? It would also be nice if the system could then "guess" the assigned user by last logon, number of logins etc. The problem we are currently having is if a computer gets auto-assigned to a user which
Filter by Request Type
I want to add Request Type filtering to a report. Which table do I get that information from?
Resource Tag and Barcode Randomly Disappear
Hi We are trying to populate the Resource Tag field and Barcode Field with the asset tag number but have noticed that once populated a majority of them disappear. I am using build 7020 but have seen this happen in previous versions too. I do not understand why some are retained but others disappear, this is getting rather fustrating as we have spent alot of time populating this and now have to do it all again. Can you please look into this with some urgency so that i can re-enter this information
Service management module
Actually current versions are not suitable for ITIL service (contract and level) management. SD should be improved for IT service mnagers with features like: List of IT services (product catalog) - exists Hierarchical List of SLAs and OLAs (like contracts) with typical fields: Availability, costs, customer, scope, "what included", "what NOT included", status, category, start, stop, auto prolongation etc SLAs should be linked to services, assets, and users or departments who consume this service SLA
SDPLUS 7.5 beta
I am testing the new version of SDPLUS and try to scan machines with the file ae_scan.vbs. In some machines inventory and no have problem, and others run but no one appeared on the server. I saw all of document in troubleshoot but not solved.
Embedded Wiki engine
Embed internal Wiki engine to use wiki hyperlinking markup in solutions, tickets and assets and anywhere in text fields Example: Track http://trac.edgewall.org/
Domain Scan
When I am doing a domain scan, it overwrites a workstation entry if it has the same Service Tag. Is this normal, if yes, how do I deal with workstations who has the same service tags. I'm currently testing the latest build. By the way, I think the 5.0 version does not act that way.
Self Service Portal
Hi I have just added a number of request templates with the idea that my users can be lead to providing the correct information by choosing the most appropriate template. However, when I log in as a "normal" user the ability to choose a template to base the request on does not seem to be there. Is this by design or have I missed a configuration option? Thanks
Approving Changes - Non Technician
Hi I am interested in the change management module of servicedesk and currently reviewing it in the 7.5 beta release. I have created a CAB and assigned a requester to it, i want this CAN member to be the change approver. When i log into servicedesk as the requestor there is no CHANGE tab and i cannot find a way of approving the change. Do i need to make the requester (change approver) a Technician so that they can approve the change? Regards Mike
problems to restore the database ServiceDesk
to execute the command to load the database me the following error. and the database does not load please help it is urgent
Forward not showing in History
We are currently using build 7011. When a certain type of request comes in, the Technician forwards the request to an outside vendor for resolution. I am not finding any record of the forward through either history or conversations. Any help?
Users roles requests, but not see old requests
Hello Is there a way that a user can be granted permissions to be able to create and view open requests with the option of them not to see closed requests? I think this would be a good thing. That way if you have technical info that is way beyond the users capabilities they can just look at that and attempt it. only to make things worse. if the feature is not there can it be added to an update. thanks,
Email attachements not received by regester
Hi, we have found impossible to send email attachment to some email servers. The email is being sent correctly from our mail server. Problem is on the other side because Mac OS mail client and some mail servers ignore attachment which are "multipart/related". Right configuration for sending attachment should be: [b]Contect-Type:[/b] multipart//mixed "multipart/related" attachments are often used by SPAM senders to incorporate images into text message, therefore some spam filters/mail servers/email
Assets - Workstations v Servers
I am a little confused by how SD+ handles workstations/servers/laptops as assets. We are just about to deploy a new server and when I add it to the assets and select SERVER I get a different/reduced set of fields compared with WORKSTATION. When we scan a network, any new servers get scanned in as workstations with the "full" details that we require, is there a way to then label these as servers rather than workstations. Thanks in advance - Terry p.s. when I try to delete the "server" to re-enter
Change - Make an announcement
Hi there, Is there a way to customize the contents of the announcement generated from a change (ie: in a change click Actions and Make an announcement). By default it includes the title of the change plus the resolution. I'd like to change this so that it includes the discription and roll-out/backout plan. Is there a way to change this in the same way we can customize email notifications (set the variables), or by editing the DB in some way? Many thanks, Mario
Custom Report
I would like to generate a report that gives me a table showing the categories and a count of the total number of calls that have been completed and those outstanding. please find attached a sample of output please assist
Removing product type.
When I'm trying to remove product type from SDP I got following error: FAILURE :Error occurred while deleting product type. Please report the problem to the system administrator, with the Error Code - 1,224,784,601,700. Any suggestions? Thanks, Sergey
Searching Notes?
Hi We make heavy use of the notes fields but I have noticed that when you perform a search the Notes data is ignored. I see there have been a few requests for this in the past. Is there an intention to include this functionality in a future release? Thanks Gordon
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