Support case shared between support groups.
Hello for some time I have been working with ME SD + and for some weeks ago I got a question if it is possible to share a support case between different support groups. The problems is that the company have 2 sites and different support groups for different levels but still level 1 + level 2 needs to work on the same support case. What they want to do is that level One sends the support case to level 2 (Read support group one an two in same site) and then THECS assigned to support group 2 can start
AD Domain migration
How to migrate requester and technicians from old AD domain to new AD domain, involving change of username without any lost of history of tickets.
Mail fetch - not working after exchange 2013 upgradejoe
I've migrated to exchange 2013 and with the exception of mail fetch, everything works. I've verify my access to exchange on port 110, pop3 services are started, but helpdesk refuses to fetch emails. Any chance someone could shed some light? greatly appreciated. Jo
Requester can view and requester can set
Hi team, I have a problem with "Requester can view". When i enable "Requester can view" in incident template and disable "Requester can set", it's not show in incident template. Only way that i would like staff to see is i have to enable both "Requester can set" and "Requester can set". Is it possible to enable only "requester can view" and they can view the value in each field but can't set?
Assign permissions to a requester to generate unique Request ids, or rewrite a request id
Is there a way in Service Desk Pro to give specific requestors permission to create a Request id in the subject field of a request email, or to have the system, through business rules or some other feature, automatically rewrite a Request id to what we want? Thanks for your help.
Unable to Delete Closed Purchase Order
This is the error I receive: FAILURE : Purchase Order is being used by a module. Hence cannot delete it. I even restarted the ServiceDesk Server and the Win2000 Server itself. Anyone have any idea's on how to delete the PO I don't need? Mid-Michnet Support Team
Long created the application
When creating the application from the user or administrator creates long application . Press the " Add Application" , the system thinks for about 10-15 seconds and add the application . How to increase the speed of the system . Server characteristics : Processor - 2 CPU 2 core 2 GHz. 8 GB of RAM . OS Windows 2008 server R2.
Users who bypass the service catalogue - best practice for dealing with this
Hi We have our service catalogue set up and each service assigned an SLA. The problem I am seeing is many users instead, just email our help desk which then generates a ticket. We cannot associate the SLA from the service catalogue. So the only option I see is to generate a duplicate set of SLA's which becomes very time consuming. I am curious as to what others are doing and what the best practices are around this? Wayne
Updating ServiceDesk Plus very slow
We are currently using SDP 9023 and updating to 9027. We've had this issue for a while now, and am now finally deciding to post on the forums about it. Whenever we update SDP, the update process takes FOREVER--as in 15-20 minutes. We're running SDP as a virtual machine on Hyper-V, Server 2008 R2, 4 GB RAM, and 2 virtual CPUs. We have a few other non-critical applications running other virtual machines on the same machine so the Hyper-V server itself is not under any real load. I'm just curious why
Query to update requesters
Hi I need a query so that I can do a bulk update of requester on requests/incidents. should be able to do the following. lets say i have user a and user b. if user a resign, I would like to change the requester on the open calls to user b, so that user b can follow up and manage calls from there. Thanks Lennie
Managers being able to view employee's requests
Currently, the ServiceDesk Plus allows us to set what requestors can view by the following: Tickets submitted by user Tickets submitted by Department Tickets submitted by Site Is there a way to allow a manager to view only tickets submitted by their direct reports? And is there a way to allow a Director over 2 departments to view all tickets submitted by his staff(s) but not see all tickets submitted by the site?
How to disable specified notification
Hi, I'm wondering is there any method to disable notifications to specified requester? I've got automated e-mails from device and I don't want to SDP send e-mails back to them. Best regards -- PDA
Doubts about Field Reporting to: in SDP9001
Hi all, I have a doubts about the use of field :"Reporting to:" (is working in SDP9001?) where i can check this field? how can i do for charge it? Exist any form to syncronize User´s Manager configured in Active Directory with this field? Related SDF are: SDF-54879 : Feature to set "ReportingTo" or "Manager" field of users through CSV import based on "Reporting To Email" has been implemented. SDF-55103 : "Reporting To" or "Manager" field can be imported through scheduled CSV import has been implemented.
Handling multiple inbound email accounts
We will have a multiple help desk email accounts. Since Exchange 2010 no longer retains the alias in the To: field, I have to come up with a different solution. Can SDP fetch from multiple email accounts? If not, I know I can create a mail enabled contact and setup a Transport Rule in Exchange to prepend a string to the email subject, then use a business rule to classify the ticket. Is there a way to then modify the ticket subject to remove that string?
Unable to set Approver for a Service Request
I noticed all Dept. Heads have a check mark as Service Request approver and greyed out. For certain issues(SR). I need to set one of the dept head to be a second stage approver. And since they do not appear on the drop down list of service approver menu, iam helpless. Stage 1 is set for Reporting to Manager Stage 2 needs to be a particular person who happens to be Dept. Head.
Remove questions from the list
Is there any way to delete questions from the list of existing questions?
Search Asset by IP/Change status
Hi I am looking for a way to search assets by IP address and then to change their status from "In store" to "In Use" in bulk. I am sure I recall an IP address field in the columns option but it is no longer available. Gary
How to remove a Question from a Questions List
I've added a question in a resource (in a service) Is it possible to remove questions from this list?
One server: SDP + OpManager
Hi all! I have one server (Windows 2012 R2) and I want install SDP (Free version) and OpManager (free version) in this server - it's supported configurations ?? http://odarchuk.com
External Emails
Good morning. We would like to setup ServiceDesk so that it does not send notifications to external users. We were able to do this with a previous build but I can't seem to get it setup again. Spam filtering does not work because we still want their ticket logged. Also, when a new ticket is opened up from an external user, we are not able to add new emails to the ticket by including the number in the subject, it still createds a new ticket. Does anyone have any suggestions? Thanks!
Searching - which fields are searchable/indexed?
Are all fields, including custom fields indexed and searchable? Resolution? Notes? I am often searching for user/names or similar information, but are unable to find the relevant requests Servicedesk 8.2.0
SD Plus. Passthrough autentication
Hello colleagues! I want enable passthgourh authentication (PA) on my new SD Plus. Yes, I already check your manuals for this feauture... I have windows server 2008 R2 in domain and installed SD+ on this server. For enable PA I used your script [SetComputerPass] and got good result. But when I logging on server I got error "The trus relationship between this workstation and primary domain failed", which is not surprising, because I reseted computer password. PA doesn't worked. Could you tell me about
Service Catalog
I am trying to Create templates for out organization and to incorporate and Approver workflow. I wanted to know if this can be created using one template and associating a Group ID of $Dept Head$ instead of individuals and associated that dept head with the individual of that department without having to create a separate template for each department? I am working on a template work flow for new hires and department transfers so that the proper people are notified for approval and the proper access
IE vs Chrome for links
Is there a way of making the links I create defaulting to IE as they do not work in Chrome
Service desk plus is not picking mails
Greetings, Server is up, Service desk plus is not picking mails and not converting to Tickets. Emergency Help is required. Regards, Sathya
play wav file in servicedesk
Hi All, I'm new to my company and to service desk, but one thing I notice is they are constantly downloading these msg0001.wav files from the phone voicemail server, to listen to a voicemail that comes in to service desk. I've googled for a wav player extension for chrome, but the pickings arent very good. Does anyone have a solution to this problem? Can the servicedesk page be modified to include an html5 web player thing? Thanks for any ideas you could share. Tim
Change a category to a subcategory
My colleague created a new category on the top level and already created requests with this new category. Is there an easy way to move the categroy below another existing category or do we have to change all of them manually?
Datacentre licenses
How can I keep track of Windows Datacentre licenses in a virtualized environment? The license is purchased per processor socket and gives the right to create as many virtual servers as I want on that computer.
Copy templates / Re-organizing of service requests
Hello, I performed a search and saw that there was no option to "move" service requests but the template could be copied and placed into a different category. I cannot find a copy template button anywhere. Can you point me in the right direction? Also, is the feature to re-organize available yet? Thanks, Travis
app for older iOS version
This is a general topic, regarding the app on the appletore, so if this is not the right place, please move it :) Is it possible to have the last .api supported by iOS 5.1.1 for servicedek plus and opmanager? We have some iPADs (first generation) with the last iOS version 5.1.1 installed and the new version of your apps didn't work on the old iOS version. We tried to reuse the old ipad like a monitoring display. And with the old .api file we can force the installation with iTunes. Thanks Regards
Technician priority control
Is there a way I can control which Technician change the priority of the tickets?
IE^ warning bar. how do i get rid of it
how do I get rid of this please
Which db table is Serial Number stored in?
I'm trying to find the database table that asset serial numbers are stored in. Nick
API bug when updating custom fields
I've already communicated this bug to support a few weeks ago but also documenting it here for exposure and to see how others are updating SDP via API. Bug: When updating an asset or computer custom field via the api, Service Desk will change the model and product name to "Unknown Workstation". We are using ForeScout CounterACT to determine numerous compliance metrics on our endpoints and then updating them in SDP in realtime. For example, ForeScout will determine if a computer is compliant with
How to manually import asset explorer results into ServiceDesk?
Hi, We are currently in process of configuring CMDB in v9.0 in order to migrate from v8.0 to a nicely pre-structured servicedesk architecture. Have been utilising the AssetExplorer tool. This is great with hosted servers, now we need to run this on external servers off our network. Can install & run the tool fine but ServiceDesk host will not retrieve the results off the network. On the external Assets we have the agentdata.xml file with all the results ready to be imported; wondered if there was
Dynamic Field in Incident Template
I was wondering if you could implement Dynamic Fields in an incident template. A user\technician is creating a new request and chooses a group, we have General IT support, Cad Support, Sharepoint Support and Infor Support. Depending on what group they choose the category option appears, then after selecting a category the correct subcategory appears. Another upside of this is that you can make a subcategory and assign it to multiple categories instead of how it is now. i hope you could do something
Change Department field name
Hi I would like to change only the Department field label (the CI type of Support Group), when in requests/changes/incidents and changes and here are quite a few in translations. Is there a way that i can run a query against the DB to change just the one field label? Thanks
Is there any way to create a Service Request from an email?
We have electronic forms which send their outputs to ServiceDesk Plus. We'd like to be able to automatically process these to create Service Requests using email commands/business rules etc. Then we'd ideally have ServiceDesk Plus fire off approval emails, assign to the right technician after approval etc - it would be very low touch for the Service Desk team, but a good way for us to track requests raised etc. I've been experimenting with this, but I can't figure out how to get it to work - I can
Duplicate requesters and Technicians
Hi, I have the following situation. When importing new users, the SDP duplicated requesters and the domain, getting as MYDOMAIN.LOCAL. I deleted the users and the domain, however, a strange thing happened. For some reason the technicians were created again as requesters with the existing NETBIOS domain name. My problem is that if I delete the requester referred the technician, they lose access, and if I delete the technician and transform the new requesters into technician I lose the association
Asset scan status: failed
We been having this issue for a while now mostly on laptops, it always failed when trying to scan from helpdesk manually, however, I did install the agent on a laptop and it was able to scan it, but after restart the scan failed again. Our laptops are connected sometimes to our wireless on a different sub-net, but when they are in the main network they still failed to give status. Please help. Thanks
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