import users from LDAP by Scheduler
Hello. How import users from LDAP by Scheduler? We have one ore more users add per every day in LDAP. For example, we need to import new requester every 6 hours from LDAP Best regards, Mikhail.
Response time calculation
How does servicedesk plus calculate the response time to a request? In closing out a request I see nowhere to enter this value and the system shows all closed requests as not being responded to despite having associated work logs. I would have assumed that the system would look at the earliest work log and use this as the responded time. All requests show a blank responded time when printed. Regards
Notifications when assign a ticket Servicedesk Plus
Hi, When you assign a ticket to a technician is notified by email. That is correct. Can additionally notify another technician or other person of this assignment? regards, Mauricio
ServiceDesk Plus Training in Melbourne
Hello fellow SDP users, Just wondering if anyone has come across a company in Melbourne who offers either onsite or classroom training for ServiceDesk Plus? Many thanks, Chris. Chris Jay Service Desk Manager Regis Aged Care +61 3 8573 0484
Maximum size inside the ticket SDP
It is possible to increase the maximum size of data that can be inserted into the body of a ticket?. At present this in 64KB The size of the description being Greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html I have MSSQL Where you make the change? Regards, Mauricio
Hangs at updating Request
ServiceDesk 8116. When update the information on the request window pops up, "processing" and then nothing happens .. how to fix?
SDP Support for iSeries and Xen Servers
Hello, I'd like to know if there is support for scanning of iSeries or Xen servers. SDP seems able to notice that these servers exist, but routinely fails to audit them. Are there any add-ons or software that we can load that will make this work? Maybe a setting somewhere that needs to be changed? Thank you, Dan
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication?
Is there a way to customize the login page of ServiceDesk Plus without breaking pass-through AD authentication? I tried the method described in the FAQ for customizing the login page by changing web.xml to point to index.html instead of Login.jsp but when I do that, it breaks Windows pass-through authentication with AD. I want to remove the external call to www.adventnet.com for a gif file because it is causing issues here.
Workflow Approval for Line Managers
Could the workflow for approvals be extended to include the users line manager, as many processes and approvals do not require the department head level of authorisation to proceed. There is currently an operator $DEPT_HEAD$ which will assign the users department head as the authoriser. An additional operator for $LINE_MANAGER$ could be added to assign the users line manager as the authoriser. This line manager could be imported from the users active directory account and displayed in the my
how to show the request link on the task
The tasks when added to requests are so confusing!! everytime there is task associated with a request, is there any way i can show the technician some link to the request itself in the email notification for task?? if i have a request template where i have tasks created initailly, everytime i use that template, all task notification emails will be send to the technician. But they have no clue as to which request this task is associated to. is there any way i can do that so that the technician know
Integrate two SD+ instance
Hi, Due to M&A activity, we have a requirement to integrate two SD+ instances in one. The user authentication is done using AD as backend. The two AD forests and domain are now integrated and users of both SD+ are now using same AD domain. I would appreciate any help to know:- 1. Is this possible to integrate both instance? 2. Is it possible to import data from one instance to another by assigning a new Request ID (since request id's overlap in both the instances) If any of above is possible
Tickets Not Created Via Email
We are using an email address "helpdesk@abc.com" for emailing help tickets. The tickets are not being created in SD when an email is sent to "helpdesk@abc.com" Why would this be?
ServiceDeskPlus Pickup Request
Is it possible to pickup a request via email? ie. if I reply via email with a keyword like "pickup" to a request it would use my email to assign me the ticket? I might be able to do so via business rule?
Is it possible to apply a License to an IT component?
In our company we use servers which have modular decoder cards which have their own firmware licenses enabling different features. We have all the licenses in Service Desk and have entered the decoder cards as IT components, but we don't seem to be able to assign any software licenses to the components. Is there a way to do this as we would like to track which license is assigned to which card, and when it expires? Thanks
MCAL licensing
Hi, We are using StoreGrid a back up system by Vembu, It issues MCAL (Monthly Client Access Licenses), they expire monthly. How do I incorporate this when I do a PO and if there is a way I can see if they run out? Simply put when I buy licensing through PO and associate to assets, I want it to be used up per device and alert me when I run out of licenses. here is a link to the software and licensing explained by Vembu: https://storegrid.vembu.com/online-backup/sp-help/PageHelp/mcal-utilization.html#mspeus-util
Single sign on don't work
Hi I'm trying to set up the ServiceDesk Plus And would like to use the Single Sign on. I've set it up and imported the users. But when they try to connect to the site http://servername:8080 they get a windows authentication pupop all the time....then if you type in your cridentials it just keeeps poping up until it times out. After that the deafailt logon page for Servicedesk plus shows.
Preventive Maintenance Task - Wild Card usage
I have a Preventive Maintenance task setup in our Service Desk. In the subject line, I'd like the date to be added when the request is generated. Is it possible to use wild cards to add the current date in the subject field when the request is generated? Thx. Dave
Restoring Data Issue - Urgent
Dear, We have bought Professional License of Service Desk Plus 3 months Ago, Registered on Email: xxx Here is the issue: We re-installed the Service Desk Plus (as we formatted the machine) 8.1.0 Build 8111 Version, and while trying to Backup from Restored Data, as procedure given on Service Desk Web, The message Appears "Trying to restore data" then the Cmd Prompt and restoring box goes off. I have tried many times with about 4 different Restored Data Files. Note: No error Comes, just windows become
Sending email to non domain users
Good day, New to ServiceDesk Plus (and Desktop Central).... I am having trouble configuring the mail connector and I hope someone can offer some advise... SD Plus is receiving and sending email to and from my domain users and users who have an Exchange account, but it fails to send emails to a non domain\Exchange user. The users are listed in the SD Plus as Requesters and can log in without problem. I am also using UpTime to monitor some servers and I am using the same email account to send alerts,
Ability to edit/delete the request when that request is not assigned to technician or technician is not read the request.
Hi, All, Ability to edit/delete the request when the request is not assigned to technician or technician is not read the request. Thank you in advance.
associate incident / change the filter
Hi all, how can I change the filter, when associating an incident to a change?? => attachment thx stephan[/img]
Notify requester when technician has been assigned
Is this possible? We would like the requester to know that their ticket has been received and assigned to a tech as sometimes we can't respond to the ticket right away.
Mail Fetch Locks Every Few Days
We currently have to restart the Service Desk Service every couple days. Otherwise we stop receiving incoming tickets from our exchange server. Service Desk is configured to retrieve emails from our exchange 2010 server using pop3. Restarting the service always fixes the issue for a few days. This has been going on for quite some time (years) updated to the latest releases has never fixed the issue. We are running the 8117 release and still see the issue happening. Recommendations?
Service categories
What is the difference between IT Service Category and Business Service Category? Can you give an example of each service category? Thanks
WorkStation and server audit
we have some servers in our network that we need them to be present in our SDP assets DB but we don't wish SDP to scan them and report them as scan failed. is there any flag or attribute which we can set to inform SDP not to scan those workstation. thanks.
Turn off automatic ticket creation without shutting down mail fetch?
As in the title, is there a way to turn off the automatic creation of tickets when mail is fetched? We would like to be able to keep notifications on that alert requesters when a ticket is created, and allow for automatic addition of replies, without a ticket being created for each and every item that gets e-mail to our Helpdesk mailbox.
Requester Details issue
Is there any way to edit or remove the Default Requester Detail fields that appears on Incident template? also Please tell us that How can we make a new template for specific person as per our requirements which should not include the Requester Details? thanks
error occurred while trying to check connection with mail server
I can not get SDP to work with yahoo business mail. i have tested using a gmail account, it worked just fine. Any ideas? Thanks Jeremy
Asset Depreciation Preview
Dear Users, We are working on the depreciation feature and would like to know your comments on the approach. Depreciation configuration can be provided at two levels : one at the asset level and another at the product level. The Depreciation details configured at the asset level would be used to calculate the depreciation schedule for that particular asset. Depreciation details configured at the product level would be applied to all the assets under that particular product except for assets which
Customize dashboard in SDP 8.0
Hi SDP team, Is there any options to configure the dashboard to fit my own organisation? In pre 8.0 releases the dashboard showed 1 week or 7 days in the stats and now 20 days, 7 days did fit my organisation more. Thanks Jonathan
Requester can see the request of a user group
Hello, Can a requester view the request of all users added to a User Group? Can i create a User Group with the requester A, B and C and then configure the them to see only the requests of this group? Thanks!
KPI report - resolved issues within timeframes
HI is there a way i can generate a report based on the reate of overall incident and request resolutions within the agreed time frames. that is, the % of resolved issues within the time frame for the last 30 days. thanks!! how do i generate these reports?? from where do i pick up the fields???
SDP doesn't allow Change Requester
Hi, I have a incident in my SDP MSP, and it was created with a wrong requester in wrong site. I have tried to change to correct site and requester but the SDP doesn't allow. The problem is that when I try to change the requester, the correct requester doesn't show me because the request is on the wrong site. And if I try to change site, the SDP doesn't show the correct site because the requester actually is wrong and it isn't on the correct site. Do you understand? Thanks! Pedro H.
Is it possible to use hours instead of days in the planner?
The current planner has a calendar function which only has teh days but we would like to use hours too. So for example the technician takes 4 off which we would like to see in the planner.
Return to Own Ticket list when Closing a Ticket
Is there a way of returning to your own list of requests, when you close a request, rather than the list of all open requests from all Technicians within your site
Migrating from BMC/Numara Track-it to SDP
We currently utilize BMC Track-it 10.5 for our Help Desk and wanted to know what can be migrated to SDP Enterprise? We would like to retain 2 years of purchasing, help desk work orders/tickets, etc., and need to know if this information can be extracted from Track-it utilizing an ME tool? Does ME offer professional services to map, extract and populate data from Track-it into ME SDP?
Set status on ticket reopen?
Much as the subject states - is there a way to set a specific status when a ticket is re-opened? I would actually like to set the status to re-opened instead of it get set automatically to "Open"
Plan to Migrate our current physical server to virtual machine (P2V)
Current SDP Version in our environment 8.0.0 build 8013 Current MSSQL Version is 2005 32 bit Current OS is Windows 2003 std Version 32 bit Currently database is stored in the server internal hardisk We running SD + ver 8.0.0 build 8013 and we are planing to upgrade the hardware , OS and SD + ver. The plan is to install new server on vmware with below upgrade requirement :- 1. OS version from current version to MS Windows 2008 64 bit 2 MSSQL version from current version to version 2005 64bit
User Site based on Organizational units
Hi, Could you implement "Service" based on user Organizational units or at least give that choice to us? Service is currently being collected from the Active Directory user field "Service" but I'd like to change that based on the Orgnaizational unit "name" in which the user is present. Thanks for you reply, Cédric
Can I migrate the database from Support Center Plus 7.9.0 to Service Desk Plus 8.1.0?
Hello everyone, We are interesting in migrate our platform from Support Center Plus 7.9.0 (running on a Red Hat Enterprise Linux Server release 6.3) to Service Desk Plus 8.1.0 (Running on a Windows Server 2008 R2 64 bits) Is that possible? looking forward for your answer.
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