Version Number via API Call
Hello, I have a need to programmatically determine the build number of ServiceDesk that is running. Is there a method for doing so via either REST API or Servlet API? I didn't see anything obvious in the documentation and haven't seen anything from searching yet. Thanks, Brett
BUlk User Removal
So in the new build I am doing I did an AD sync, and pulled everything in, and some. Instead of the expected 1200 users I ended up with 33000. This means that I have to clean them up and redo the input to get it clean. Is there a way to do a mass user deletion OTHER than doing them 250 at a time? It's going to take 2 hours without break doing it that way, at least, and I need this sorted quickly as possible. Appreciate any and all help.
Business Rules - when a company changes hands
We have a site which is currently owned by Company A and has a business rule which recognises email from company A and the rule auto-completes the fields. Company B (who we also support) has purchased this A site and it will now become a B site. I can see how we remove Business Rule A, but how can we associate the B rule to this site please? Also, as a wishlist item, can the default for the top field "Helpdesk - Business Rules for:" please have a tick box for Default Settings as it took us ages to
Software Licenses - Add more than one for same machine
Hi support, We have a question about licenses association: 1) How can I associate more than one license to same computer? Example: We have a server with Office Standard 2003 software installed and many users (20) connect on this server by remote desktop access (RDP). If we have 20 users that connect to a same server, we need to associate 20 licenses for this server. When I add one license for a server, the server does not appear in windows (Add Licenses) again. Thanks, Lincon
Assigning to GROUP automatically, based on requestor SITE.
So here is the situation, I have a group of technicians that cover a very large area, and not all technicians go to all. I have created a series of support groups, and in each group I have a couple of technicians. What I need to do is assign incoming tickets to GROUPS, not individuals, and then the members in the group grab the tickets as they are told about them. What I need is to have the sites as they come in set the group to auto assign the ticket to. So that for example, using the following
Customise Request ID view...
I realise I can customise the incident template and the request list, but can I customise the actual Request ID form/view? I'd really like to have (some of) the Request Details above the box that shows the tabs for Request/Tasks/Resolution/History...at the moment, even on my HD monitor, the bulk of the Request Details are off the bottom of the screen, and as the conversation section of the screen fills up, then all of the Request Details drop off the main screen...it's really annoying to have to
Remote Control without End User Interaction
We were using Desktop Central for a while, but it looks like we will not renew our license for that product. I found the remote connection aspect to be quite useful, especially when you could set certain machines to not require an end-user confirmation to initiate the connection. I see that SD+ has an option to allow a remote session using the agent, but it seems to force a confirmation before accepting. I know that I can use other solutions, such as Windows Remote Desktop, but I was wondering if
changin the name on on CI
I have numerous printers and when changing the CI name and select save, it saves but when I run the scan it changes the CI name back to the hostname of the printer Is there a way to prevent this? regards Marcia
Display name instead of login name
I was wondering if there was a way to see a person's name when you are looking for them vs keying in on the login name. For instance: We use numbers for our employees to login with, however, when you are looking at various areas that reference the login name, we don't know who that person is. Can we have the system show the full name, vs the login name?
Service Request Required Resource Info
Is there a way to make some of the "Resource Info" required in a service request? -Nick-
New Hire/Term Process
We are trying to get the new hire/ termination for to work for us. I have currently setup a Service Catalog | New Hire / Terms section. Created a New Hire and a Term form. The new hire and terms can only be viewed by certain technicians and users. I have setup an additional site and a technician group that has access to this site. This works pretty well but any technician that has the SDAdmin group can see everything but I can live with that. I have created two user groups (New Hires & Terminations)
Ability to send survey from Technician
Is there a way to change the Survey "E-mail Content" portion to say Thank you, Techncians Name I see there is the $RequesterName field that will pull that information, but we like to make the process more personal and have the survey come from the technician. Thanks, Dan
Signature insertion not occuring after updates applied
Hi all, I recently updated our SDP installation to then latest version via the following update path: 8210 > 8212 > 8217 > 9000 > 9017 After all of the updates were applied and the service became available again, I responded to a request, but found that my signature that is configured under 'Personalize' is no longer being applied to the reply automatically, and I could not find a method of adding this in manually. What has changed to prevent this from happening and is there anything I can do to
Migrate from OTRS to ServiceDesk Plus
We have around 7000 tickets in OTRS that would be a joy to migrate to ServiceDesk Plus, is that possible and do some have a guide for doing that ? /Leif
Instruments for CIO
Hi, Have you got plans to develop SDP in much more way? I need CIO instruments, like HP Executive Scorecard | HP Asset Manager have. It's like a dashboard with "traffic light" KPI, shows what you need. M.b. you have another product that will combine with SDP?
New User Request Form
We are currently in the process of migrating from our old helpdesk software to SD+. We have everything working except the following: With our current system, if a requester needs to have, for example, a new user set up, he can then click on a link on the new request page that brings him to an html form to fill out detailing information about the new user (SEE ATTACHMENTS). This form would only be filled out when a new user needs to be added (obviously). The information that the requester provides
ServiceDesk Scheduler
Hi Is there a way to make the full technician availability chart available to all technicians with out giving full admin permissions. Currently each person can only view their own calendar and absence. I want my whole team to be able to view all leave days etc. to avoid duplicate requests. Tx
SDP Requests - Sub Category Display Alphabetically
Hi We are using SDP Version 8.2.0 Build 8214 and are experiencing display issues in the Sub Catergory. See the following: I would like all the sub category items to be displayed alphabetically. How do I that?
Associating users to workstation assets
Hello there, We are synchronizing our users with Active Directory, and also using domain asset scanning to import our workstations. I have scripted a solution to store a user's primary PC hostname in the user's AD object, by way of extendedAttribute1. Is there some way..be it natively through the admin interface or on the back end via SQL query to utilize this information to associate a user to a workstation without having to manually do so? It seems like if we have the information all in one
Delete "invisible" technician...?
Hi - I just deleted a technican account, but it's still listed in the dropdown on the Request Template and I can't now create a new account with the same login name. Is there a way to manually flush the technican account from the database? Thanks, Nick
Workstation Multiple IP's on different networks
We have workstation's that have some virtual NIC's, on different networks. SDP is pulling all of the interfaces and IP's correctly, but it is binding to the wrong one as the default. This seems to cause the agent not to report back correctly or allow to remote to the workstation. Is there a way to select what the proper IP is, or a better way for the agent to determine that? -Nick-
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Technician only one than can Edit change
We have a big problem as we are trying to upgrade to Version of Servicedesk plus. We have technicians that are assigned changes but occasionally technicians leave, and we need to reassign the technician who will work on the change. Currently not even the sysadmin can edit a change? How can we change the technician of an already assign change.
ServiceDesk Plus - Check Agent
Hi, I have to change my server name, how can I make sure that my workstation is pointing to the new server name? I have deployed a few machines with the new .msi with new settings, servername, port, protocol (through SCCM) and all went ok. Sending information or scanning seems fine but I cannot see in the logs nor in the bin folder the information on which server it's connected to. Thanking you in advance, Regards, Cédric
Migrate Installation to New Server
Is there any documentation as to how we would move our existing install of SDP to a new server? We have an older server that we want to retire and need to move it without losing all of our existing tickets.
Active Directory Import OU
We have moved our user accounts into a custom OU structure from the AD root as this is recommended for larger organisations to make group policy management easier. However, the AD Import seems to suggest it will only import users from within the Built-in Users folder? Can the AD Import function import users from a different OU structure please?
Edit existing ticket problems in Browsers
Recently I'm having difficulties after editing a ticket. I would update the ticket with all the required fields and then click submit, but then it would take me back and ask to supply a rep code again. I have seen that when you edit the resolution - it removed the current selected rep, and then when select the rep again after updating the resolution and click submit, the browsers (IE and Chrome) would come up with a popup message: "Problem" you can click okay, and then it's updated. Just frustrating,
How to restrict Requester to not to view all Sites and All assets
Hi, How to restrict Requester to not to view all Sites and All assets. we only need to have that requester can view only assets which he belongs to. i have seen this when a requester tried to create new incident and Damn he can see All assets if he wants. please help.
SDP-OPmanager integration “Unable connect to SDP: Invalid Username and Password”
hi all, I use SDP 8.2 and OPmanager 11.1 on my network and I’m in the process of integrating these two services. I’ve setup the mail server part successfully and both SDP and OP are able to communicate to the server. My problem lies into the Add-On/Products settings. When I test the connection between the two from OP\Admin\ Add-On/Products, I get “Unable connect to SDP: Invalid Username and Password”. I have tested credentials with different format such as DOMAINNAME\username but no success. Both
Is it possible to move Helpdesk Ticket Modules?
When viewing a request, I have 3 modules by default below the actual request. They are, Requester Conversations, Request Details, and Requester Details. Once I add notes, there is a fourth module, Discussion Notes. Is it possible to move the location of Discussion Notes? By default, it is below everything else. It would be really nice if it were below the actual request, or even just below the Requester Conversations module.
How to edit grayed out CI types
I am trying to create a structure similar to workstations, but with mobile devices. I have tablets, phone, hotspots, and pagers. They are all cellular devices, but when I need to search for a phone number I have to go into each asset and search for the number. There is possibly two answers for this: Is there a way to make my custom fields searchable from the asset search box? How do I move my IT assets under/to a new parent CI? They are currently grayed out and will not let me change them. Also,
Closing requests using business rules
Hello, We need to be able to use the business rules to auto close some requests, however we have some additional request fields that are set as mandatory for the request closure rules. This field is not available to select in the Business rule creation so this prevents the request from being closed. Please advise how this can be resolved. Thanks
notifications don't work
Hello; We have SDP 9.0 Build 9004 It was working. I don't know what happened but mail notifications don't work. I checked smtp server access by using "telnet mailserver 25", there is no any connection issue; it can connect successfully. I don't know what to check. Need to your advises guys... Regards Tirelibirefe
Problem with messages
Good afternoon, How the system manage engine servicedesk determines that the message to the application? For example there are application specialist took the message that she appointed him if he responds directly to this message, it appears in the discussion. How the system will determine which letters you want to create a new application, and which add to the discussion ?
Business Rules for 9016
Hello, Do business rules over ride templates? ex. We have templates that got to certain groups in different Support Roles. If I were to setup a business rule in the site to make all tickets originating from the site to go to that site support group would it overwrite the template if it was used to send the ticket to a different support group. I hope this makes sense.
Business rules at closed change rather than stage
I'm not sure why we can implement business ruled but they can only be verified when the change is about to be completed as opposed to the stage those specific rules are in, this is a nusiance for someone who has to go back to the stage in question and go through the entire change to complete again. Besides the stage who never have been approved if that specific business rule was not met.
SD Roles question
Hello, We have a need for *all* of our requesters, which are synchronized with Active Directory, to have view access to the Change Management. I created a custom role to grant that permission, but I only see to grant it manually. I had hoped I could modify the SDGuest role to accomplish the same result, but it appears to be read-only. 1. Is it possible to somehow modify the SDGuest role, so that when a user is created in SD+, they automatically receive the ability to view items in the change management
Cannot sending message to reply from requester
Dear Admin, Can you help me to fixed it.. Why I can't sending message to reply from our requester.. It usually get alert "Sending notification failed".. and what supposed I do to fix that? Need your kindly guidance.. Thank you Dini
Licence agreements modify Manafacture
Sometimes we need to change the manafacture in Maintenance agreements, but we are unable to modify the field. We have to delete the agreement and recreate it. the administrator has to recreate it, is there any way you can give us access to modify it, sometimes there are many attachments associated to the licence.
WiFi adapter MAC?
Is there a way to have the Asset Discovery pick up the MAC address of a WiFi NIC? It seems to be picking up the normal NIC just fine and logging the MAC address.
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