Technician Details along with associated group
Hi Team, Is there any query which gives the technician details along with Group & associated SITE.
Report Request - Expired yet active workstations
MS SQL Build 9236 Looking for a report that lists all workstations that are active/in use but have an expiration date. I saw something similar in the canned reports, but the numbers don't match to what I get when I filter from the front end. Name Product CI Type Expiry Date Asset State Department Acquisition Date Thanks David
Component shows in asset list
I'm using SDP to track my purchases. I've defined things like HDD, vide cards, monitors as components. However, after I recieve a PO and assign one ogf those to an actual computer, those components still 1) show up in the "in use" asset list and 2) use one of my allowed assset from my license. How can I make components not show as an asset?
sending email from the servicedesk
when i send a notification for approval through the helpdesk, to the approver , the sender name would show as IT HELPDESK. but if i go to the request itself, and see all conversations, it shows the technician name, that is my name who send the request for approval. is it possible to set the settings as when me as technician sent a request for approval, the approver has to get in his inbox, my name as the sender and not the IT HELPDESK?
Auto Close Rejected Approvals
Hi Is there a way to auto close requests if the approval status is declined, we have a lot of requests that go out to managers for approval and some come back declined and then sit in the service desk doing nothing until someone manually closes it. Regards Adam
Move ServiceDesk application to a new server...but not the database which is on a separate server?
Hi, I am using the latest version of ServiceDesk plus (9301) on premises. I have the application installed on a windows application server and the SQL Server database installed on a separate database server. I now need to move just the application part to a new server...but do not need to move the database. Is there an easy way to do this...I have looked online and most of the guides talk about doing a complete move i.e. including the database. Should I just follow these...or is there a special way
Request/Incident -> Change Workflow
I am trying to figure out how we can make Change templates available to our requesters although they are not directly available. Is there a mechanism that will take a requester's Request or Incident and automatically open a Change? Thanks, Andrew
Virtualizing the ServiceDesk Plus Server
Hello, I am looking to virtualize my ServiceDesk Plus server. I am running ServiceDesk Plus 7.6.0 build 7611, and would like to set it up on Server 2008 R2 (64-bit) in VMWare ESX 4.1. Is anybody out there virtualizing their ServiceDesk server on the platforms mentioned above (or previous versions for that matter) and having any issues (please also comment if you're not having issues)? Anybody with ManageEngine know of any issues doing this? I would like to know if you are virtualizing ServiceDesk
Where is save credential username or password
Hi, I need to some info for security team. I would like to know where to store credential username or password. I see database credential table but both of fields(username & password) were null. I wanna to know how to store security credential data mechanism. Thanks
custom report to dashboard
There is unavailable to add custom report to new dashboard (from 9300). When i click in custom report "add to dashboard" there is three tabs (help desk, problem&changes, assets), while there is some others created dashboards.
Blank comment/history pages for project milestone records
Is it normal that only the project creator can see the comments and history pages of the project milestone within the project. Other roles assigned to the project cannot see or make comments and history pages is blank also?
ADD custom Type of purchase
Hi ALL I need ADD several custom "Type of purchase" - how to ?? http://odarchuk.com
Export ServiceDesk Plus data to Excel
Hi, We are using ServiceDesk Plus Build 8205 and want to upgrade it to the latest. As you know the direct upgrade path is not available, Is there any way that we can export the data from current build to excel or any other format and upgrade the current build and import the data. Thank you, Krishna
Problem with opening attachments in the purchase request
Hello,We have a problem with opening attachments in the purchase request. After clicking on the link of any file attachments opens a new page with the message "null". However, the files in the appropriate folder exists. P.S. We use ServiceDesk Plus Enterprise (Multilanguage Edition) 9.2 Build 9241
Approve from mail mod ticket
Hello, I want to approve department incharger the incoming tickets via mail but it is not working below settings. What can I do? Note: once I was able to run but It didn't work again.
Email technician when tickets are overdue
Good day, Is it possible to send automatic notification to the technician when an open ticket is approaching the "DueBy Date" similar to the option for tasks ("E-mail the associated entity owner when a task is not completed within schedule")
Reply by email doesn't trigger customized script
Hello Team, I have an issue with a script when a ticket is reopen. We use web service, all requester reply a requester by email. When the requester reply, the status is not “Reopened”, “New TCS” or “New DSIRH”. If I test this script into service desk plus, it works. By email, it doesn’t work. The requester don’t have access to SDP. They only reply by email. Is this issue corrected with new version ? We have 9233 version. Regards Sylvain
Purchasing Part Numbers
When setting up the product and vendors, is there a way to tie a product to multiple vendors and have the selected vendor's part number show on the PO? I am noticing that we purchase the same product from multiple vendors (depends on who gives the best price that month) and each vendor has their own part number. I am able to add the part number to the product record but that is going to change depending on who we select as the vendor. The only way I have found that this will work for us is by creating
Replies to newly open requests are locked by default
Is this typical? Process flow is as follows: Requester opens request Technician receives an email that a request has been assigned to his support group Technician responds to email believing that the requester will see the reply, but the reply in the request is locked. How do we stop this from happening? We want any reply to be unlocked:
How do I increase Incident - Additional Fields
Hi Support, As per the subject as above how do I expand the Incident - additional fields My numbers are at 17 out of 24 Regards, Vincent
Asset Management and AWS instances.
We are starting to use AWS for some of our applications or as replacement for physical servers. We are wondering how others are managing the assets when they are AWS instances. Are you handling them like VMWare/ESX Virtual Machines or as just physical servers or leaving them as "workstation". There really is no clear option on this. As there is no VM HOST that we know of hosting our AWS Instances, just a REGION. So marking them as Virtual Machines is not quite right, but they are also not physical
How to reset Request ID for Service Desk using Postgresql
Hi Support, I'm currently evaluating ServicedeskPlus 9.2. I am actually new with postgresql. Here's my question. How to reset Request ID, for example: I want the Request ID to start from 2017000001, instead of starting to 1. Kindly give me a detailed procedure on doing it. Thank you very much in advance! OB
Template Categories
Hello everyone, I just start to use ServiceDeskPlus and its a really nice tool for IT Services. The problems is that it has a lot of things to configure. I´m having a bit of problems to add a new templates categories because i added new templates but when i sign in with a requester user i cant see the new templates categories. Do someone which can be the problem? thanks very much regards. PD: i dont know if its the correct place to write it (sorry about my english )
Question on archiving
We are considering turning on Archiving A few questions: 1) The Report module doesn't seem to have any built in reports for searching / reporting against the archive- is the only method through the Request GUI? 2) Are any fields or functions deprecated when its moved to the archive? Or is it an exact copy of the production version? In other words are links to file attachments, conversations, notes, etc all preserved?
don’t change a field during Asset Scan
Hi Dear, I have a problem with asset management, I scan my workstation by agent , after scan I change the PN field as the value that I want , Then after a new scan the PN field was replaced by asset management agent, I don’t want to change this field during scan How I can do it?
Intergration with Open Service Catalog Manager
Hi, Do you have integration SDP with Open Service Catalog Manager?
Service Desk installation over VMware 6.0 instance
Hi I wonder if someone can confirm if we can install ServiceDesk plus Enterprise in a Vmware 6.0 enviroment? If so , I wonder if there is some sort of document with the information about the procedures to perform this installation Thanks in advance
Service catalog and incident interface
It will be great if the incident request mode will be categorized like the service catalog. So the users, when they login on the SD, could have a separate view for what are the requests to use for a service request or for an incident. Right now under the template categories page I have all my service catalog and an "others" section with all the incident model: - Email - sub category 1 - sub category 2 - Internet access - sub category 1 - sub category 2 - Others - incident
Software Allocated To Site
Hello, Why are we unable to edit the "Allocated To Site" field in the Software License? I have Sites that have changed names and I need to update this field. Deleting and re-allocating our keys is not a viable option. Locking this field down doesn't seem necessary. Thanks, David EDIT: (clarify setup) SQL: PGSQL SDP: Version 9.1 Build 9114
"Colored" Notification
Hello, we've just updated our SDP to Build 9233 and now I see that there is no colored background on the latest, no read Notification when I click on the "Bell-symbol".. There is a red square with the numbers of new Notifications like before but the background for unread Notifications is gone... Is this what you wanted or maybe a bug or known error? Thanks in Advance Florian
reIndexData.bat File
Hello, Can I get a working reindexData.bat for my ServiceDesk? I am running build 9300 using MSSQL if that is helpful. When I run "reindexdata.bat Solutions" I receive message "The system cannot find the path specified." If the issue is something other than the .bat file, please advise. Thank you, Perry
Where is field for Maintenance Cost defined?
Trying to modify the text on "Maintenance Cost" in the contract module, but cannot determine where it is defined in Admin. Looked all through Contracts, Assets, Vendors to no avail.
Manadtory topic field in Problem Module
Is there a way to not require a Topic field when filling out the solution in a Problem ticket? Thanks.
How to create new topic with Solutions
I need to create a new topic for solutions, but everytime I try is wants me to pick the parent topic to add to. I would like to create a new topic as the parent and then add solutions under it to help keep it from being lost within the other sub topics. Thanks in advance for any help. Colby
Requester Name Change Causes Two Accounts
When a user has a name changed (because of marriage etc) their name and username change, and they get a second email with their new name. Example: Old: Jane Smith, username jsmith, email jsmith@email.com New: Jane Jones, username jjones, email jjones@email.com & jsmith@email.com When AD syncs into SDP we get two accounts. We have Override user information based on e-mail ID turned on, but the user gets a new primary email address and keeps their old one as well. I am assuming that since there
Show who closed request in notification rule
Under Notification Rules there is the option for "Acknowledge requester by e-mail when the request is closed." Is there any way to show in the notification who closed the ticket? There is Closed by $Technician, but that only gives the name of the person assigned - NOT the person replying. If Joe is assigned to a request and Fred is working on his request for him and closes it, it will give a notification saying that Joe closed it, not Fred. Is there any way we can properly display the name of the
How to automatically assign tasks when picking up a request
Hello, Let's say technician A is picking up a request which has 5 associated tasks. How can we make sure that the system automatically assigns those 5 tasks to technician A? Best regards, Demetrius
Drop Back to Free Version
My license has expired and we'd like to drop back to the free version since our needs and company size has changed. How can I accomplish this?
Detach Asset from PO (Undo Reconcile) ?
Hello A PO has been reconciled with the wrong asset. What is the correct process to undo this action? (ie detach an asset from the PO).
Comparison with Asset Explorer
Good Morning, We are currently using the Asset Management component of Service Desk Plus and I am curious if there is any documentation regarding benefits or differences in functionality with Asset Explorer. -Kevin
Next Page