best way to update assets
We are moving all our servers to a new data centre with a new IP range. What is the best way to update the servers in the asset section? will a rescan of the new IP range update a server with the same name? What is the best method for doing this without losing all the relationships? Wayne
Changing the URL for Surveys
Hi Support My company has invested in a Satisfaction Survey tool that crosses all lines of business, meaning the survey tool is used for not only ServiceDesk but for Finance, Sales, Quality control and so on. So we are looking to be able to change the base Survey link to point to instead of to the SDP survey applet, but to the dedicated Survey tool. I realize that this is not configurable out of the box, but where is the link currently stored?
Restricted SDAdmin security for SDSiteAdmin
We have a basic default requirement to secure Requests by site for ALL users of the system including SDAdmin. We have successfully created a new site with associated group and technicians to view the secure Requests, but there does not appear to be a way to limit access to these requests for the SDAdmin. The alternative role SDSiteAdmin does not provide enough access to perform many of the day to day Admin tasks. Attempting to create a new role does not provide enough scope to set admin level
Email template variables
Hi, I've been testing a few changes in our email notifications and I'm currently testing different variables but unfortunately I can't find information about what each variable do exactly. Now I'm mostly finding what they do by trial and error but a good documentation would be ideal. Could you point me in the right direction? I've failed to find anything relevant in the admin doc. Thanks, -Pierre
Fiel "Manager" from AD
Hello! What about synchronization Manager between AD and SDP ?? http://odarchuk.com
Not able to access
Hello Team, After successful installation of Service desk plus,am not able to log in with default credentials, OS :- windows server 2012 x64 Error:- Username or Password is incorrect X
Self Service the ITIL Way -- Starting Point?
Hi there, I am in the process of building out a new instance of ServiceDesk Plus. We've used it for several years, and haven't been taking advantage of the full features. As a result, management has asked that I build a robust system that requires as little helpdesk interaction as possible. In the past, users have just emailed their support requests in, and it was incumbent upon all our techs to monitor the queue and assign tot he appropriate group\take ownership of the incident where applicable.
How to account for OEM windows licensing
The asset auto discover picks up the windows license key automatically. This is great except for that it also picks up the OEM License key for HP. HP seems to always use the same key regardless of what the sticker on the bottom indicates. As a result it throws my compliance reports off in the dashboard. I tried adding it as a volume key but unless I constantly go in there and update it every time I get a new machine it will be "under-utilized", or apply the key to machines that have been activated
Software that has been added to a suite
I think it would be beneficial to indicate if a software title has been added or is part of a suite. Currently you have an icon for a software suite, but the software components themselves are also still listed in the software module. If you could display an icon say for example a blue dot next to individual software titles to indicate this title has been added or is part of a suite I think would be very beneficial. Another option would be just to add a column with yes/no values for part of suite?
Requestor to Technician Conversion Issue
Hi, I am converting a few requestors to technicians in manage engine service desk. However once they re technicians in system they cannot see the earlier service categories. Kindly Help Abhijeet
Site in scheduled Requesters import
I've tried both Site ID and site name for "Site" field in csv for scheduled Requesters import, but no luck. Users are imported correctly (login, password, domain ans so on), but Site is empty. How can i configure ServiceDesk Plus for importing Site as well? Another question: Is it posible not to overwrite existing Requester during import if the only change in properties is password?
ATTACHMENTKEY column servicedesk plus
Re ServiceDesk Plus v9 Does anyone have any information on the role of the ATTACHMENTKEY column in the SDeskAttachment table and how the value (e.g. 059763DD-335B-49F0-96AE-22928097023F) is generated.
Question
Hi Dears where is the localhost root folder in the servicedesk plus?(typical setup)
search box for Requesters
Hi all! How to enable search box for Requesters http://joxi.ru/t2y0U_3JTJA7Y6fAqTA ?? Now Requesters can search only at Solutions module - why? http://odarchuk.com
SD+ Free Version - change single technician
Hi can you only use 'administrator' as the single tech in the free edition, I want to change it to a user on the domain, is this not possible? Also should there be 5 techs? or is this trial only? Thanks
Help for clearing DEV and TEST Instance
Hi, We have 3 instances of SD+ which are copies of our prod instance which we call DEV and TEST. Last week we renewed our contact and we decided to reduce our DEV and TEST lisences to 5 techs and 500 nodes, we have 200/50k in prod. The problem is that we used to importe our PROD DB to our other instances... I have reduced the amount of techs to 5 that's not an issue but I need to delete 40k+ assets but we want to keep 500 of them for test purpose. Is there some sort of query I can use for that ?
Your SDP Version : 7.0.0 Build 7009 update to 8.1.0 Build 8123
Hi all, i installed a new windows server 2008 r2 with service desk plus like we had an old windows server 2003 with 8.1.0 Build 8123 installed. Now only 7.0.0 Build 7009 is installed on the new 2008 server. How can i updated this version to 8.1.0 Build 8123. Can somebody explain me how to update? Or do i have to contact the support tema for that? Cheers
Backup and Restore Procedures
Hello - Is there a documented backup and restore procedure we should follow? I am running on a windows 2003 platform. thanks PEte
Service desk plus job flow
Hi I was just wondering if anyone if SD+ had a job flow feature? Eg: request is emailed in > incident is created and auto assigned to a department > they do there bit and add a task > they resolve the task they have added > the incident is then auto assigned to another department who do there bit, add a task and so on.
Fonts - Tahoma 10 as default
Hi all, I'd like to setup SDP "Solutions" to use the font Tahoma size 10 - but I don't appear to have this as an option for text editing. Can this be installed and set to be the default font used for everything through out SDP. If so how? Cheers Greg
Moving from Windows Server to Linux
Hi, Our service desk has been giving us a lot of problems lately, Our infrastructure has changed a lot in the last 6 months which I believe has caused some of these issues. I'd like to start with a somewhat clean slate, by moving Service Desk from a Windows based server to a Linux based server. Do I lose any functionality by doing this? Also is it possible to just export strictly the tickets? I don't want to bring the entire Database along as I feel like I will be bringing the same issues along
Email processing issues
Hello, I'm having issues with the service desk plus stopping processing emails, when I check the email settings the fetching is stopped, can you help me to find out why this is happening? I checked the logs and it shows the error Info in email fetching but it does not saids what cause it. System Log details : System Log Message : Module : MAIL_FETCHING Sub Module : - Type : Error Action : Occurred At : 03/07/2014 10:18 AM Probable Cause : Performed By : SYSTE Thanks in advance.
Reopen Tickets
Hello, we have some problems with requesters who reopen calls after long time. How can we do so that this does not occur when the User answer the email? We want to put a limit of 3 business days so it can reopen. Regards
How to assign groups based on incident template
Hi, I am really going crazy. I have created an incident template "lost sap password". I would like to define, based on this request, an auto assign to the group SAP administration. I was able to do this on technician template, but not on requester. If a requestor open a new ticket with this template, it is not assigned to a group. What do I wrong? Best regards and many thanks! Florian
UpdateManager.bat
Hi all, where i can find the UpdateManager.bat when i installed ServiceDesk? Or do i have to install the update manager from somewhere? I installed service desk 7.0.0 Build 7009 and i have to update to 8.1.0 Build 8123. cheers
How can I hide administrator from technicians list ?
I'd like to hide administrator from the technician list, but I need to keep this account as I don't want to rely on AD authentification for the administration of SD+. Thanks for your suggestions !
User Reply to a merged ticket opens a new ticket
Hi When two requests are merged, the newer request is deleted after being merged. Currently, if the user replies to an email from the newer request (the acknowledgement email, for example) it opens a new ticket. For example: Bob submits the initial request (##100##). He forgets he has sent this and two days later sends the same request again (##101##). Support staff merge the tickets. Bob's wife remembers something and replies to the acknowledgement of ##101#. A new request, ##102##, is created;
Build Change Request Template Without Stage and Status fields
Is there a way to build a change request template without the stage and status fields? And if there's not a way to do this is there a way to change these two fields so that the only option there is for them is Submission and Requested? There's really no need to have the other stages or the status for those stages present when creating a change request tickect.
Upgrade failed during process
Dear Support, I have an issue about upgrade. I try to upgrade version from 9007 direct to 9014. But always failed during process. For detail, please see picture. Thank you.
questions list for User Survey
Hi all! %username%, what is your questions/answers list for User Survey? Anybody can share example your survey? http://odarchuk.com
Change Module: Emergency / Retrospective check boxes
I noticed these check boxes coming up when drafting a new change (build 9.009). How do I configure them? Can I add additional options at that level to supplement this default list?
attachment at the closing
Hello, in some cases, we need to attach a file when closing. In the field of solution, there is the option of attachment. It would be possible to implement?
Block BCC Emails
Does anyone know how to block emails being sent to BCC that include the Servicedesk address using the Spam Filter?
Business rules problem
I've got a problem with business rules. SDP - Departments - Default settings I've got only 48 departments, and they are free (don't have any connection\relationship) If I chose Helpdesk - Departments for - Dep 1 It will show Dep 1 with all connections\relationships So, the problem is, after sync with AD, I've got 61 Sites and only 48 departments (in default settings) that's why I can't make a business rule that will apply in all sites or departments that in the system, because in BR we've got only
Create rule for notification, when new request created.
Need rule for notification, when new request is created. How can i do this?
Requester Details
Under Service Catalog, when setting up a Request form template is there a way that we can make the other fields within that section mandatory?
Upgrading from service desk 8.0.0 to 9
Is the upgrade easy and where do I find the upgrade instructions. I am using the professional version on a Windows 2008 r2 server running SQL 2008 r2.
Request put on hold not relecting in Due By Date
Hi, The recent addition of being about to use Request Status Scheduler to put Requests on hold and set them to release at a specific time is very handy. However our staff have noticed that when you use this mechanism, the Due By Date on Request View doesn't alter. It would be helpful if there was an option that say you put a Request to release in 3 days time as the user was on leave that the Due By Date automatically added this time in. I recognise you can hover your mouse over the timer icon and
Change approval by requester
Hello. Is there a way a change requester can approve and move a change to the next stage? After the technician has sent the requirirements definition to the requester, I would like the requester to be able to aknowledge the correctness of the analisys so as to move the change to the implementation stage. It would sound a little bit like the current ability for a user to close a request that was put in resolved stage by the techinician., Thank you, Federico.
Could you expand about survey Road Map ?
Dear ServiceDesk Plus team I have some question in Roadmap Could you expand this "SURVEY : Option to exclude satisfaction survey to be sent for certain set of users." What survey about this? I hope servicedesk plus develop Annual Satisfaction Survey, Could you have this plan in roadmap ? that mean I need send Satisfaction Survey for User or Group if I need. Thank you
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