SDP asset discover Cisco phone 7961 series
Hello, I have a request by our telecom specialist whether we caould include our TOIP phones in the asset discovery of SDP. Cisco 7961 series phones. I have tried using a network scan and the correct snmp community string but i receive RCP errors. I am wondering if this is possible and if anyone else has been able to be successfull scanning these devices? We get the ip and DNS, but need also the MAC anything else would be a bonus. Doing this manually is not really an option due to the volume of devices.
report bad date
Hi all, When I create custom report, using Tabular Report -> TimeSpent , and select columns (see screenshot1) I cannot have access to Description field. Querry: SELECT wo.WORKORDERID 'Request ID',wo.TITLE 'Subject',pd.PRIORITYNAME 'Priority',aau.FIRST_NAME 'Requester',rc.DESCRIPTION 'Description',rc.MM2COMPLETEREQUEST 'Time Spent' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID INNER JOIN RequestCharges rc ON wo.WORKORDERID=rc.WORKORDERID LEFT JOIN SDUser sdu
Resend approval request.
Hello, Is it possible to resend an approval request e-mail to an approver. The approver did not received the first e-mail or a wrong e-mail address is used. If not possible, is there a way to get the approval request id? Regards
How do you delete a report?
Hello all, I'm new to using Servicedesk Plus so bear with me. I created a report in error and cannot figure out how to delete it. I do have admin rights.
Rollover on subject line for SDP 7
We seem to get a "pyramid" effect with the rollover now that we have migrated to SDP 7. This happens in both Explorer and Firefox.
PC's become unassigned
Please help us with this challenge. I am sure that it has been noted before but I cannot find it so I apologize if this is already available. Service Desk Plus 6.0.0 6012 We have noted that PC�s become un-assigned. We do not know why and cannot find a pattern. [ list]� We turned off the automated Domain Scan months ago but it still happens o Is it true that when a domain scan is run, a workstation that is not operating and on the domain is unassigned? � I noticed today that the automated auditing
CSV import doesn't support russian language
SDP 7.0 doesn't support russian language (unknown symbols) when I try import to the database. What about this bug?
At me suspicion that the scheduler in SDP 7009 does not work
Good afternoon. At me suspicion that the scheduler in SDP 7009 does not work: 1. Not import Domain users 2. Not backup SDP Can advise as where to look, to understand - why does not work ?
Assign to not working...
I just upgraded to 7009 and when a tech goes to reassign a work order they can select any group and it will only show the members in their group. It will not populate the tech's within the group they clicked on. Does anyone else experience this issue?
Annoying as hell bug in template tasks
If you create a task, which has a title which is too long to display on the task list when editing a request template, you get a popup box telling you what the full title is. however, the whole title becomes several mini links together, and only the letters become clickable, rather than the whole row. As a result it becomes a bloody nightmare to edit a task after that, as you have to click right on a letter rather than some whitespace. Can this be rectified on the new update please, as I have no
SDP domain problem
Hello: When I use SDP ,I meet a problem. Version:7009,Enterprice. Here have a Domain,several OU. a user in the domain,but don't in the requester list of the SDP.But when open the website http://***:8080 and use his Domain username and password. He can login!!!!! Then I look the requester list of the SDP, I found out the people's account input the requester list automaticly. I want to know what's the reason???
Purchase order issues
I have an 3 issues with purchase orders that are required for my organisation to use this functionality within servicedesk plus, these are: Ability to add a custom field, or the adding of a cost centre to log which cost centre who requested the item. I use PO name at present, but it is far from ideal. Is this possible. Ability to add an attachment, such as a licence scan to satisfy FAST for licence compliance. Will this be available in the future? When I create a new purchase order for a software
ITIL compliance
I have been evaluating the new version of service desk plus and have noticed a function that is missing (in my eyes anyway). This is adding documentation to an asset, either by an attachment link, or for completeness, adding a category for documentation that could be linked by a relationship. This would allow me to keep pdf's etc and the latest config for a switch or router attached to the device. Is this possible
Requester access to notes & suggestion
We use notes extensively to allow the support team, as well as the end user upto dat with what is being down. However, when a requester logs in, they have no option to see the note column from their initial display (even if they click on the configure columns button). As a result they then have to go into each request to see if a note has been added. Question 1 - How can I get requesters to see the notes column on their initial display (My requests/Department requests etc)? When anyone goes into
rc.DESCRIPTION not shown in custom report Time spent
Hi, Our SD+ version is 6015. Spanish localization. We have a very strange problem. When we try to create a new custom report, Tabular, Time spent, in the column pickup list, the field Description of rc, do not show. We think there is a problem with our database, we install in a test machine, a fresh SD+, and it works fine. Any ideas ? Thanks in advance
Just installed v7.0 Enterprise.....Change Module...
Anyone here yet got to grips with the Change Module? something I have noticed, is that currently we get developers to go to a webpage and raise a change request in a web form which basically then posts that change to the service desk mail box we set up - that then gets polled and the change is picked up as a standard SDP Ticket. Out IT Helpdesk then assign a priority 6 to these tickets and they get put into the Change Mangers queue, who then approves or rejects the Change Request and subsequently
Purchase/Inventory
Hello, When i try to add items in step 2 of the purchase tab, it wont show any. But, if i try to create a new one it says that i already got one with that name. I create the items by going to Create/New product. I also tryed to create only by following the steps in the purchase tab and it went ok. The problem is the items (lots of them) i already created. Can you show me a way to use the items i already made? Thnks in advance. Regards Nuno
Is there a way to report on tasks that have "re-opened&
We would like to report on number of tasks and we would like the re-opening of a task to carry the same weight. Is there a DB field that indicates this? Thanks Jerry
Allow to see all requests for the department
Hello, I have some department managers who would like to see the requests submitted by their departments. I select the "Allow to see all requests for the department" option under their profile and it works great. Every few days or so I have to go in and reselect that option. I am guessing when AD imports it over writes this option. Is there a way around this?
New computer objects in AD are not imported by scheduledscan
New computer objects in AD are not imported by scheduledscan. I think the problem is that i can't configure the "Check for newly added workstations every X days". SD seems to 'forget' that setting over and over again.
How long does service desk keep old closed/resolved requests
If old closed/resolved requests are kept on the system forever, the database will get larger over time, which make backup a painful job. I don't know how service desk deals with closed/resolved requests that have not been accessed for a long time. Thanks, Andy
assign incoming requests to a certain category automatically
hi all Is it possible to assign incoming requests automatically depending on certain keywords in the subject? We get e-mails generated by Servers all with a certain word in the subject and we want to assign them to a certain category upon reception. I've found a standard-category to choose for every ticket, but that's not what I want... thanks!
ServiceDesk Plus and SupportCenter Plus Online initegration
It would be nice to recieve requests from customer's ServiceDesk when they escalate request to your SupportCenter. Or I don't know that it is already done?
Replies to a Merged Request Creates a New Request
When someone replies to a request that was merged to a previous request, that reply is captured as a "new" request. Is this the intended behavior? It seems that the email should be added to the original request's conversation rather than creating a new request.
Problem with approvals after upgrade to 7.0
I upgraded our production system to 7.0 last night without incident, but now today, somebody tried to respond to an approval notice, and got the error shown below. I clear the browser cache and tried several times on both IE6 and IE7, but the error still appears. What's interesting is that the approval does go through, and in fact did so 10 times, once for every attempt. It appears that what's not working is the response to the user that tells them their approval has been submitted. The key phrase
SD7 on Linux - Unable to connect from another workstation
I have installed ServiceDesk 7 Enterprise Edition for evaluation on CentOS 5 successfully and it runs well; however, I am able to use ServiceDesk only with a browser on the same Linux machine pointed at localhost:8080. When attempting to use it from my Windows XP workstation, or any other workstation on the network, I see "connection refused" in the browser window. I have gone through the initial configuration. I was trying to connect to (hostname):8080 from the other workstations. After installing
Add Attachment without Editing ticket
Is there a way to add an attachment to a request without having to edit the request?
BUG: Default Significent description wrong
By default the description of a Significant change reads: "Routine, low-impact changes that do not require a formal approval" I assume this is an error.
How to edit Role?
How to edit role without Save button?
Closed ticket email coming from wrong technician
We have two technicians with access to close tickets. Even though the tickets are assigned to different people, being closed by different people and each technician has their own email address listed correctly, the email sent out when a ticket is closed always comes from the same technician. Obviously this cause confusion to the end-users. Can anyone help?
How to roll back a build
I installed 7010 and think I need to go back to 7000 before the Workstations tab changed to Assets tab. Too many changes and items were in the wrong places after upgrade. Any help would be appreciated. Thanks.
Requester Drop-down selection doesn't auto-fill
Running 7009. In previous versions of SD+ when selecting the user in the drop-down selection for Requester, the fields, asset, department & contact number would auto-fill. This does not appear to happen anymore.
Display emailadress in requests
Display all emailadress in requests, also CC if a adress is in this field.
Quick Help on Upgrading Version? (Don't want to break it)
Okay, we have the following SDP: Your SDP Version : 7.0.0 Build 7004 The Archives show that 7.1.0 is out. http://archives.adventnet.com/service-desk/7010/ Can anyone let me know of anything special I need to do before I install this? Do I need to jump versions or can I go straight from 7.0.0 to 7.1.0
SDP7 on Vista
Currently running SDP 7009 on Fedora 8 in VMWare player on Vista. Is there any idea as to when a Vista compatible version of SDP 7 will be released? Running on VMWare Player with Fedora 8 is smoother now than when it was running on my XP laptop (admittedly a lot slower), however I need to do Windows scans soon. I have a Vista laptop I use as my SDP base. I carry it to all of our sites when I'm there and update the scan of each Windows network. I am the only person with access to SDP. I use it more
Modifying default case numbering sequence
By default Service Desk starts case numbers with #1 and just keeps counting up. Is it possible to modify a default case numbering sequence in Service Desk, so it creates case numbers as MMDDYYYY-XXXX, where MM is Month, DD is Day, YYYY is Year and XXXX is a sequence number that starts from zero every day? Regards, Eugene
Report - Surveys out vs. completed
Has anyone considered this? I would like to create a report for the following: - How many surveys have been sent to requesters - How many surveys have not been completed - Which requesters have not completed the survey This would be helpful, especially if we had the ability to notify the requester that they still need to complete the survey.
Edit request Type
Prior to version 7, there was no way to differentiate types of requests, so we created a custom list field called Request Type with the values, Trouble Ticket (TT), Service Request (SR), Provisioning Request (PR) and User Query. Now in version 7 there is a field also called request type but there are only Incident, Request for Information, and Service Request for values. How can the values be added and edited? Currently the default values do not meet our needs and create for confusing reports.
Local User Profiles ???
Upgraded from version 6 to 7 last week. On build 7010. We noticed that after the upgrade and doing an assest scan that Service Desk made a local user profile on all the computers that it had scanned using the user name and password provided for the scan. What is the purpose of it doing this? It caused quite a stir as one of our managers had put his name in as the user and we called him on the carpet as to why he was working on a Saturday and logining in to machines he had no business being into...
Re-add AD Domain to a list of public domains
I accidentally removed my AD domain from a list of public domains and thus lost an ability to log in to the system using AD credentials. The built-in Service Desk administrator account exists, but administrative privileges have been removed from it. How do I make the AD domain public again, thus re-enabling AD authentication? I am running a SQL 2005 back-end and am comfortable modifying the database directly. Please let me know what DB tables need to be modified. Regards, Eugene
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