Hide Resolution from Users
Is there a way to hide the Resolution from the user? As we want to encourage the technicians to put full resolutions in that can then be turned into "Solutions" it may not always be best to allow users to see this information (maybe sensitive). It would be nice if there was a feature similar to that of the tasks where you can choose to make this available to technician or technician/user. Regards Mike
Asset or Node - licensing and use query
Currently V 6 Pro - 20 techs, unlimited assets. For a lot of good reasons all our asset management is done manually - by this I mean that I enter all stuff in the Inventory by hand, network scan is not used. So, what actually counts as an Asset for licensing and is this the same as a node? I don't think it is but need to understand this better. Thanks bin
General failure while performing the operation
I am having trouble scanning windows 2000 pro machines. I recieve a General failure while performing the operation. Could anyone give a suggestion.
Hide Resolution from Users
Is there a way to hide the Resolution from the user? As we want to encourage the technicians to put full resolutions in that can then be turned into "Solutions" it may not always be best to allow users to see this information (maybe sensitive). It would be nice if there was a feature similar to that of the "Notes" where you can choose to make this available to technician or technician/user. Regards Mike
Backup via command line
Howdy, I am trying to get backups to run nightly automatically. The problem is that i need to shutdown service desk to perform the backup. I want to be able to shutdown service desk, backup the data and start servicedesk again via a batch script that i will schedule to run nightly. Does the shutdown script have any command line switches that stop the pause from happening at the end of the script? or could a script that does all this be included in a future release? Also does the backup and startSDP
how import New User from active directory??
Hi all; I have a question ; how can I add new requester from active directory that recently added? because the new users can not logon to webpage and create new request. I do import from active directory again (the user is available in active directory) but no new user has been add to requesters also they can not login to webpage. is there a way to schedule import only new users? Thanks and Regards
Replies to SD Emails Causing New Tickets
This has been going on for a few weeks now but when ever our users respond to a SD email, their reply creats a new ticket instead of being added to the current ticket. They are not changing the subject line so I am not sure why this is happening. Any ideas?
Asset Register
Hi, I'm new to this application but I must say that I am impress of what the apps can achieve. However there's one thing that I am not so sure about regarding the asset register. The apps can scan any windows machine fine but when it comes to Linux and Macintosh machine, it can not distinguish properly the hardware and software installed to those machines. I don't know if this is an apps limitation or I just don't know how to set it up. I would appreciate if someone can assist me on this. Cheers...Emmanuel
Problem with accent
Good morning, We using SD+ 7 in French and I've install the 3 last hot fixes (7.0.1, 7.0.2 and 7.0.3). It works good for the moment but we have a big problem with the accent. For exemple "Locked account" in french is "Compte verouill�" and displayed "Compte verrouill� © " All accent give lot of understanding symbol in all Helpdesk (in users directory, editing a incident, ...) This problem appears in IE 6 and IE 7, using European coding. Can you fix it? And we can add "@" in description and resolution.
Permissions not granular enough
Hi Is there a way to modify permissions for technicians as i do not want to give SDAdmin to them all but if i only give them SDGuest then they cannot see things like assets. It would be great if this could be done on a granular basis i.e Request - Create, Modify,Delete, Close Assets - Create, Modify, Delete Contracts - Add, Modify, Delete Whats the possibility of adding this in the next release if it is not possible now?
MYSQL default user and password
Hi We are looking at creating an RSS feed from servicedesk onto our intranet which will show the user any outstanding requests that they have instead of having to go into servicedesk itself. Can you supply me with the default user/password for the MYSQL servicedesk database. Thanks
Is Quick Search case sensitive?
Is it just me, is Quick Search case sensitive? When I search my database for "pdf" i get nothing. When I search for "PDF" i get 2 requests. In both cases searches were done without the quotes.
Can I modify the Request Type List
I'd like to modify the request types beyond the default list, but I see no way to do this.
Software query needed
If you don't mind, I need a MySQL query that will show me every software title in the system (currently running build 6010) that is currently not listed as installed on any workstation in the inventory. To clarify, when I bring up the master scanned software list, it shows how many workstations each title is installed on, and several are 0 meaning they were once installed, but aren't anymore. Since there are thousands of titles in the list, I would like this query so that it is easier to find and
Network Scan - Finds a machine multiple times - DNS issue
When looking at the Network scan to find our non Windows machines it has found some machines multiple times. The reason is that the server has two dns entries for the same IP address covering a current and a legacy domain name we use. as example ServerY has address of 192.168.1.10 it has a dns or hosts entry of 192.168.1.10 ServerY.domain1.co.uk ServerY.old-domain2.co.uk So in the workstation list I end up with ServerY.domain1.co.uk ServerY.old-domain2.co.uk It failed to login to the server as it
Robo Technician - What can it do?
The manual is a little open about the functionality offered by Robo Technician, the example given being it knows how to do a Active Directory password reset. The manual states there are three sections, Task options, Action on Success and Action on Failure. I take it the Action sections are for what to do in SD+ , and the Task options are what you want the Robo technician to physically do ( eg reset the AD password ) Can you tell it to log onto a environment via telnet, issue a series of commands
Assset detail, hot to modify hardware details manually.
I have no opportunity to buit my assets using the discovery mode, so I�m entering the asset detail (workstation) manually. I have all the information i need and i added some personal fields in the workstation details. But I�m not able to manually modify teh hardware section of workstation details. I see there is the hard disk section in the hardware task but i can�t modify it. How can i do it? Thanx a lot Serjoka
Asset name change - how to do it and retain history of item
As I am understanding the implementation of an Asset / Component within SDP 7 is that the name of the item is the unique element. There doesn't appear to be any mechanism to allow for an item to change its name over its lifetime, except to delete it and re-add it. Deleting it then loose all history of the item. Historically we have classified and item by its asset number, which doesn't change, but the name of the item may change over time. For instance a server may start life as Finance01 and then
Network Detection wrong identifies product type - how to fix
I've moved along to the next step of running the network scan to pick up the non Windows devices on the network. It found a Server on the network but has flagged it as an UnknownRouter. It is not a LINUX or Windows OS, so how do I get it to be shown in the workstation list rather than have the product type of UnknownRouter? If I delete it it will come back no doubt next scan. OS is Open VMS if that makes any diffence. Regards, Andy
admin guide for servicedesk plus
I am having trouble getting this demo up and running. a document that downloaded with it makes note of an admin guide. how do i locate this document?
Active Directory Integration on LINUX OS
How can I integrate SD on Linux OS, with MS Active Directory?
Save a template for the software notifications e-mail
All the user to select from one or more saved e-mail templates when sending a software notification e-mail. This allows a standardisation of wording to be agreed and used to assit the users with software issues such as upgrading a package or removing offending applications. Ideally it would have the ability to drop data into the e-mail using tags in the template, but that would be a nice to have after the template e-mail feature itself, assuming the subject line stayed as is , identifying the software
Add ability to select multiple software titles and e-mail in one go
At present you can only send e-mail to users once you have selected a specific software title. If you could select a number from the list of software and select send e-mail it would send the same e-mail to all users of all the software applications selected. This would be ideal to quickly notify all users of prohibited software for instance that they needed to remove it or face the consequences!
Track e-mail sent for Software Notifications
Extend the e-mail feature notifying users of software to record the e-mail and optionally create an incident. This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well. if the
Add a type to Relationships
Add the ability within the asset relationships to indicate that an asset makes use of another asset in a given way. At present all you can do is assign service(s) to an asset and have relationships with other assets. The Relationship is two way. Ideally you'd want to be able to say that an asset or service relies on a given asset(s) or uses it. For instance a work distribution system that sends jobs via e-mail operates on AppServerA. E-mail operates on MailServerB At present if you linked the AppServerA
Ability to Archive Assets / flag them not to count towards license
Provide an ability to archive an asset retaining all history about it, related incidents etc. This will reduce the impact of an asset on the license count for nodes. No new incidents would expect to be assigned to the archived asset. All incidents/ problems etc would remain visible that related to the asset.
Import relationships between assets and components via CSV
Allow relationships to be built offline and then imported via CSV. Suggest the CSV to have the ASSET NAME and COMPONENT NAME as the two fields. An Asset could have multiple components imported in the same file.
SD+ 7 Dies after enabling pass through
You know, at first I thought it was me, but I did a totally clean install and rebooted after uninstalling. The last time I Uninstalled SD+ 7. Rebooted Installed SD+ 7 Started server Pulled up Admin interface Set up the login info the AD Domain Set the requester to send an email reply upon a request Then I set the AD login and pass through then I can't access the web interface anymore. It's just not responding. Stop and restarted and nothing. Any ideas? Oh yea, installed the standard with 30 day support
Edirectory/LDAP
Is there any word on when we can expect to see edirectory/LDAP authentication in SD+ 7? I notice there are a few post about this, but no definite answer.
Requester can view question
Hi,ox I'm trying to hide certain additional request fields from the requester. I tried unchecking the Requester can view checkbox in the Request form customizer. This does remove the field from the request form, but the requester can see the field when he looks at the request after it has been opened. How do I remove an additional request field from the requester view altogether, but keeping it visible for the technicians? Thanks, Hanneke
How to restore SD+ after a server failure
HI all, i'm rebuilding a server after a failure and i need to restore SD+. I have the original folder structure from the server before the failure, and i've installed the same version of SD+ onto the new build. I've tried copying the old folders straight over the new ones but then SD+ fails to startup. 1. How do I get my data and all my configurations back? 2. How do i reapply my licences? thanks in advance!
Emailing updates to existing tickets
Most of our users correspond with the software using Email, not the web forms. When then have updates to cases they typically will just email the help desk, which obviously will create a new ticket. It would be nice if they could reference the ticket number in the subject and the email would automatically go to the existing case. Right now, we're forced to merge cases all the time when they do this. Cisco uses this in their help desk software. Thanks, Craig
Ability to use requestors field as a phone book
I was looking at the requesters list today & thought wouldn't it be good to us that page as a intranet phone listing? I use the AD import function & as it has all of the data for a phone listing it would mean only having to maintain 1 set of records. I guess it would not be too hard to present this data in read only format as a phone/email listing? Cary
Format problems when replying to or forwarding requests
When we reply to or forward requests, all the line breaks in the original message are lost. As a result it's very difficult to read the original message. Is this normal? Is there a setting or preference that needs to be set? Regards DavidM Version : 6.0.0 Build Number : 6007
Body Message in Scheduled report
When a place a message in the body of the scheduled report, it doesn't show the space in every graph. Does anybody how to solve this? Thanks
Datetime algorithm used in (TimeSpent-)reports
Hello there, As I am having trouble with the reporting module (see other posts about issues with the Reporting Module, mainly about "FAILURE :Unable to execute report"), I am trying to get some reports from Excel, by using the MySQL ODBC Connector. All this works fine, but now I have a question. I see date/time-fields converted to numberstrings (like 1191503266944 for a timestamp somewhere in October 2007). Can anyone tell me which datetime-algorithm is used in SDP, so I can convert those strings
Purchasing Process
I work in an office where we have a purchasing process already set up that will not involve SD7. I would like to use the purchasing feature of SD7 to track the purchasing for the department I work in. Is it possible to by-pass the approval process for purchasing or can I submit and approve purchases myself?
Problem while communicating with HelpDesk module
When I click on tickets with OPS Manager MSP 6005 edition I get the above error. Fresh install. Was working on a previous install. I am running this on a port above 22000. Craig
Editing Note Timestamp?
Hello all, Running build 6012. Is there any way to edit the timestamp on the notes within SD, or for the timestamp to remain unaffected? We have instances where we choose to edit a note a couple of days later, and the timestamp is immediately updated to reflect the change. Can this be turned off, or can we manually update times? Thanks in advance.
Service Desk Pro to SDP 7
can you upgrade your SDP to SDP 7 or is it a fresh load?
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