Determining # of node licenses needed and Desktop Central technician license
We are a new SDP client and we bought DesktopCentral with it. The nodes of SDP don't work together with the computers in DC quite the way we thought so we hit our node limit on the first scan. I am looking to buy more node licenses, but I'm not sure how many we need. SDP only shows the 2,000 we are licensed for and not a count of how many it detected. Is there a report or some way for me to know how many node licenses we are short? Also, we have noticed a SDP technician that we think was configured
Can we give only pick access to technician without giving assign access!!
Can we give only pick access to technician without giving assign access!!
Assign and pick-up
Hi support, I just wondering, any idea to separated between assign and pick-up ? Thank you. Regards, Ali
Assign Same ticket to Multiple technicians
I need to know if there is a way to assign a ticket that we get daily to a set of technicans without having to duplicate and assign it manually to every technican. I tried to use business rules but it would not let me assign it to more than one technican. Any ideas? Thanks, Chad Survis
Technician cannot login
Hi support, I have an issue about login. My technician cannot login into helpdesk system after change the password. You can see the issue on attachment. That I have done after issue appear is : 1. Already re-import requester from active directory 2. Change my technician to requester and re-import requester, and change as technician again. Can you help me please, because this issue is very annoying for our activity, and problem in our company cannot record as usual. Thank you, Regards, Ali
Send emails to several contacts
Hi, Is it possible to sent emails to several contacts by choosing them from the list? Thanks. Lena
Response to "closed ticket" notification mail creates new ticket instead of re-opening it!
* a technician closes a ticket * the requester gets a notification mail "your ticket has been closed ... blablabla" the last sentence in this mail is someting like that (I don't know the exact english wording, because we have ServiceDesk in german): "Only reply to this mail, if you have further questions regarding this request. The state of this request will be changed to "open" again". * the requester replies to this mail with something like that "the solution is not perfect, but it works. please,
Purchase of Microsoft Office OEM & OPEN Licenses
Hi there, I need to order a number of licenses from the Purchase module however some are OEM and some are OPEN type licenses. When adding the line, it reads the name 'Microsoft Office Professional Plus 2013' which is what is needed when receiving the software, and it creating a license which we can then allocate to an installation of the mentioned software. The problem I'm now facing, is that when ordering OEM and OPEN, they are both different pricing. How will I work around this, when ordering them
Categories, Subcategories and Items -- anyone have a model set in production that you can share?
Hi, rather than build our categories, subcategories and items from scratch, I'm hoping someone has some they'd be willing to export and share. Ideally, the set of categories, subcategories and items matches a service catalog, but if not, that's okay. We still might be able to work with them. If so, I think there are queries on this forum that explain how to export a set of categories, subcategories and items. A resultant CSV file can then be created and imported into Service Desk. We are a full-service technology
How to close fields in request details?
Need to close following fields: 1. Mode 2. Level 3.Impact 4.Impact Details 5.Urgency 6.Service Category
Delete ALL assets
Hi all, We would like to delete out all of our assets and start fresh and it is taking a long time to do so on a page by page basis. Is there a way to delete all assets from service desk in one hit? Thank you.
Possible to view all Technicians in the scheduler calendar?
Is there a way to view a master calendar to show all of the technicians that are out of the office. Currently it seems you can only view each individual technicians calendar.
I need to disable solution tab from requester screen.
Need to disable tab from requester screen. Is it possible?
Request cancel
Hi! Is there a way for a requestor to cancel their own request in SD ? Thanks.
SLA at lunchtime
How to configure lunchtime in Service Desk Plus, because some calls are made to order lunch a few technicians. In operating hours is not possible and also not found any business rule. This would have a workaround? Thanks!
Adding a new field
I am trying to add an additional field on a Existing template. When I create and drag the new field to the canvas, its doesn't save. Is there any where else that I need to create the additional field?
Automatically populate custom fields
Hi, I have a need for an 'Owner' of a Request, as well as a 'Delegate' of a Request. The Owner would indicate the primary contact / responsibility holder of the Request, whereas the Delegate would indicate who is currently working on the request. I can assign an Owner via the Technician field (which is a drop down list populated by the Technician list found under the 'Users' area). To assign the Delegate, I created a custom field named "Delegate" and am able to manually assign values to the drop
Tracking the history of an asset's location
Hi there, We have manually input all of our assets in the ServiceDesk plus Database and allocated them to the relevant departments. When we move an an asset to another department is there a way of tracking this move? We basically need to be able to look at an asset and be able to see who it is currently allocated to, but we ALSO need to be able to see who it used to allocated to before the current owner ( i.e. where is came from). Does anyone know how i can set this up or where i can get this level
Question: How can I change/manage display order of template list?
We have no service category setup ( just yet) but have few request/incident report template setup for user's convenience Those are displayed under OTHER template category on the page that can accessed below. https://servername/Templates.do?module=mergedRequest Is there any way to control or change listing order of those template? It looks like not the alphabetical order and not sure what order it has shown. Ideally we can set it in own order but if that is alphabetic order We can just add numbering
Measure what technician groups have helped resolve an incident
Hi, Is there a SQL query or other way to find out how many (and what) different resolved groups (Group in SD+) that have been assigned to an incident. I'm trying to measure if 1st and 2nd line groups have more than 80% of resolution rate of my tickets. Any help is much appreciated. best regards Markus
Project Dates based on task dates
Is there a way for the project scheduled start and end date to be automatically updated based on dates from the project Milestones? And similarly, the milestone dates would be updated based on the associated tasks date?) max and min so to speak? Right now the user needs to update a date in 3 places if the it moves.
Convert Service Request to Incident
Greetings, Since the Views and Reports module do not recognize the additonal fields we added to our Service Catalog, we are working on rebuilding the Service Requests as Incidents in our DEV environment. We did run into issues with the limited number of additional field number which is only 24, however, we were able to workaround that. Now we need to figure out how we can convert all our existing 11k tickets into our new environment. Has anyone else done something similar? Just so you know, we
Creating a recurring task
Does anyone know of a way to create a recurring task? We are looking to create a helpdesk ticket that will auto open once each month. Example - checking the ups systems. Any ideas would be greatly appreciated!
Notifications for projects
Good day! Is there any way to notify project owner when % of completion of task is changed or when worklog or comment for task is added? I have configured task notifications in admin-notification rules but i gues they doesnt affect projects. SD build 9003 Also it would be nice to see any notifications for task owner
Automatic stripping of email signatures & disclaimers
Hi, Just wondering if SDP can strip out email signatures, disclaimers, reply chain etc in a email driven request/response scenario. In past I have seen apps use a delimiters e.g. "--" is used to strip out the garbage that tends to pollute the task history chain. Regards
Automation of process after ticket is created
Hi, Is there any method by which an external system or application can be called once a ticket is created? Basically I want to automate the process after a ticket is created. For eg, as soon as a ticket is created, based on the subject,category,etc it should call a workflow. And once the workflow is done executing, the ticket in the SDP should be updated or closed. Thank you, Kavya
Custom views for problems and changes
Hi, Is it possible to create custom views/filters under the problems and changes tabs? I see the option under requests but I cannot find it under problems or changes.
Technicians - Migrate Active Directory Groups?
I have a request from some 2nd level support groups who want all technicians within the group to receive the help ticket when it is escalated. Other 2nd level support groups want to be able to "pull" the ticket from a unique active directory email address. I can have our email administrator create a new email address in AD and have multiple people monitor incoming tickets. What are my options where a support group wants all technicians (usually this group would be small - maybe 2 technicians) to
Change template?
Is there a way to access the change ticket template? Specifically my goal is to make a new additional field required for a ticket to be created (I can only configure it to be required for closure as far as I can tell). For Incidents/SRs its just a matter of going to the template and flagging the field as required, but I can't find the template for Change anywhere.
Change multiple requests department
I have need to change over 600 (or even more) request department from one to another. We have changed users departments, but in closed requests there is still old deparments and i can't delete the old deparment befor old department is changed to new one.Is there any 'refresh' command to mysql database for this? Anyone knows good tip for this?
Actions button missing after upgrade
After upgrading to Version 9000 some of my technicians do not have the Actions button when viewing the requests tab. These techs are in the assigned role of "normal". The techs in the role of "SDAdmin" still have the actions button. Is this a bug or a security change in 9.0?
Service Desk Migration
I am currently in the evaluation process of Service Desk. I have completed a lot of custom modifications. I am going to need to migrate Service Desk to another machine / server. Is this possible while still keeping my customization's?
Auto change of staus
Hi, I've changed the setting that auto changes a ticket from On-Hold to Open when the requestor replies which works fine, however is there anyway to do same when anyone replies to ticket? The reason I ask is that in some cases we have to forward a ticket on to different people other than the requestor and when said person replies we have to manually keep an eye on the on-hold tickets.
Unclean shutdown of previous run
Hi, After installing the SDP version 7.5.0 build 7506 can not use the service. Following the outcome of the run.bat command: =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\AdventNet\ME\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\AdventNet\ME\ServiceDesk\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Disable (Remove) Remote Control Agent?
I would like to know how to disable or remove the remote control agent entirely? the ability for an admin to modify the configuration to allow a connection without prompting the user creates a significant security concern. I know you can check the box to remove the functionality, but if you were an admin a simple check of the box re-enables that feature. We have some financial areas that we can not permit any kind of remote connectivity to, thus must figure out how to remove or disable this on
Servlet API Pass-through Authentication?
Hi. How can I use Pass-through Domain Authentication with servlet API? I want to make a very simple html templates for my requesters for adding requests "by two clicks" without entering any usernames and passwords. And one more question: How can I redirect an XML-formated response to another HTML file for more readability. Maybe you have an example HTML file to output a result? Thanks.
Duplicate emails when Replying
We just noticed this bug after upgrading to 8.2.0 Build 8217. When replying, emails in the CC field appear twice (duplicate) for some reason. How can we fix this?
rating calculation
hello how does the rating gets calculated in the report , it gives me 3,4,5
about SITE attiribute
i cant see user SITE attiribute but its ok on Active directory what should i do ?
Mail fetching running but not fetching..
Hi, my server SDP 8.2.0 Build 8209 don't fetching the mails, I'm not sure what's going on because the McAfee was stopping the mails but I add java.exe and even telnet.exe in the Prevent mass mailing worms from sending mail as a exclusion. But it doesn't work. I add telnet because I see in the McAfee logs that it block. even I disable the Prevent mass mailing and later the Access Protection, or in a wrong way but to test if the fault is from McAfee but McAfee re-enable it. I add logs from SDP and
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