Periodic scan?
I don't understand from the description how a periodic scan works? Is it every X days using the time at which the change is saved?
Adding more than one client´s e-mail address
Hello, I have a version: 7.6.0 of Service Desk Plus and I need to add more than one address on the client´s e-mail option, so that all requests coming from different users with different e-mail addresses could be recognized as part of the same client, and keeping the software out from creating new clients automatically for each user of the same client that wants to make a request. If it is possible, how can I make that configuration? I already tried to do that by creating an additional field for
remote desktop for redhat
Are you able to use the remote desktop feature for linux workstations?
Purging Unused software from Scanned Software
I am hoping there is a way to purge all software that is showing up in our Asset module of SD+, we currently have over 5000 software applications found and many now have 0 machines with app installed, I am unable to sort the installed column which would be fantastic if this was possible then I could easily tick those and delete. Any suggestions? Thanks in advance
scanned software
hi i have finally started to use the scanned software feature properly but am coming accross a couple of things that are a bit odd (i am running build 7502) 1) when looking at the software installed on a workstations and selecting windows 7 workstations it does not show any of the installed service packs, all software is listed under software details section and not under installed service packs. on windows xp workstations this is listed correctly 2) the issue as described under item 1 also applies
After upgrading to 7.6.40 "Add new role" does not work
Within the Admin tab > Roles > add new role link stopped working after upgrade. The work around was to open an existing Role and go to "save and add a new"...this was the only way I could set up a new role.
7.5 7502 Merge Requests Disappear
Can you explain what happens to a merged request. We have two similar requests, both with notes etc, when we merge one of them seems to disappear. The only mention of it is in the "History" tab saying that >Request Merged , Performed by : System >Request id 81 is added as conversation for the request. But when you look at the "Converstations" you don't see anything pertaining to Request 81 notes, or details. I would expect that all the details would some how be captured (original requester, notes
Filter sent notifications
We would like to enable the "Acknowledge Requester by Email when a new request is received". That is easy to do but we have several Systems that send alerts etc. to SD+. SD+ should not send notifications to these "requests". Is there a way to filter out Request Received notifications for particular requests? /lakend
what is the definition of response time
What does response time mean? If you have the system set up to auto generate a reply to a requester, does this count as the response time? Using SD Plus Enterprise version 7.6 build 7601
Technician presence + third-party time clock
We have an employee time clock terminal (stores the records on an SQL server) and it would be great if I can connect the Service Desk Plus to my current system so, for instance, the program doesn’t assign any task to a member that have not arrived to its work. Do you think this is possible? and if so, can you give me an advice?
Tasks overdue notification
Is there a way to automatically send a technician an email when an assigned task is overdue? We have problems with techs not completing assignments. They check the requests but do not think about checking the task page. Thanks
role association
Hi, I'm using the servicedesk plus trial software and I'm testing it cause there is a chance we'll buy a licence. But I was wondering how I have to associate a role to a user account, cause I can't find this anywhere. Not even in the users guide. thx
Date Format
Hey guys, The date format on the view requests page is displayed: Month Date Year Time Our CE would like the format to show Date Month Year Time Is it possible to change this? Cheers George
Custom Views
We upgraded to version 7604 and now I have alot of technicians who cannot pick up tickets or create or modify existing custom views. I have asked them to upgrade to IE8 and the same issue appears. I have also removed their profile and re-added them back. Still the same issue. Any ideas?
Report on associated Asset Componets
img{ *width:700px; max-width:700px; } I have seen in anothe post how this can be done but SQL Server 2005 does ot support GROUP_CONCAT. Can someone convert this into code that is compatible? SELECT res.resourcename 'Resources', GROUP_CONCAT(attach.RESOURCENAME SEPARATOR '\n') 'Attached Asset', GROUP_CONCAT(COMPONENTNAME SEPARATOR '\n') 'Component' FROM REsources res LEFT JOIN ResourceAssociation resa ON res.resourceid = resa.ASSTTORESOURCEID LEFT JOIN
Duplicates in ApplicationResources.properties
Hi. There is duplicates in ApplicationResources.properties file: sdp.admin.site.modifyrelatedsettings.copydefaultsettings.info sdp.admin.site.modifyrelatedsettings.referdefaultsettings.info sdp.admin.site.modifyrelatedsettings.customdefaultsettings.info
Request Templates and inner Tasks
Here are my problems: - I want to set a Request Template like "New User into organization" The request template collects all valuable info in the "Subject" and "Description" fields (new user's name, future email address, and so on) - I am setting at least two tasks: one for the AD technician, to create the user and one for the e-mail technician, in order to create the e-mail address for the user. Now the issues: 1) In the present situation, when creating a request based on such a template, both task
Cannot Find Auto-Assign technician Feature in 7604!
I've just upgrade SD+ to the 7604 build but cannot find the option to turn on the auto-assign feature. I've looked down the entire list of admin options but just cannot see it. Could somebody point me in the right direction please. Cheers John
update 7.5 to 7.6 - any issues? What's the benefit?
Hi everyone I was wondering if someone out there has experienced any issues with updating 7.5 to 7.6. Furtheron I'd like to ask what's the main benefit(s) in your opinion? We're not sure if we should wait for another major update, or just go for 7.6 now. Thanks for any input :-)
How do I set field options active/inactive for a specific field?
We would like to use ChangeType by adding new entries, but would like to remove Minor, major, etc. We've found all we can do is add new options.
Importing tickets
Hello, I would like to know if there is a possibility of importing my data from another source, i have been using an internal ticket submission and need to import them to ServiceDeskP so that when our client enters he can see all the ones we have previously work on, both are using MSSQL. Thanks in ADvance!
How do I mark fields required on the 'New Change' form?
Anyone? Any Idea?
How to translate some labels?
Hi Everyone! Please advice, how can I translate some text labels to my native language, that are not translated initially? For example "ReOpen" (request) or "Approved". Is there are some files with these variables? Thanks.
Software licences
Is there a way I can add say a batch of 100 Office licences without creating 100 individual entires and then assigning them out to Workstations? Thanks
SQL 2005 code to list Assets and all associated Components
img{ *width:700px; max-width:700px; } I am trying to produce a Visio drawings showing links between Business Process and the dependant Assets and Components neccessary to deliver the Service. I've asked for the question a few times now and would be very grateful if someone could assist. Regards Dave
Editing a note displays a different note
Has anyone else had/seen the case where you click on edit next to a note and it provides a completely different note to edit, sometimes from a different request all together? We have a user that is seeing it sporadically.
Business Rule "Change Satus to Closed" -doesn't work
Hi, I recently updated SD+ 7514 to 7602. I had Business Rules that ware set to Change status to Closed automatically. They ware working OK before the update. After the update, I can't succesfully set the status to Closed with Business Rules. Can anybody tell me if this is a feature change or another bug? Regards /lakend
upgrade from SDP 6 to SDP 7 - procedure
hi, we are planning for upgrading SDP 6 to SDP 7 do we have any upgrade package or install SDP 7 on SDP 6 any other things to consider while upgrading, more info Pls advice.
SLA escalation and notification
Hi, I was wondering if anyone knew a way of achieving the following... 1. All new requests automatically goes into the Level 1/2 queue with a 45 minute resolution SLA and automatically gets assigned to a Level 1/2 technician 2. If SLA is violated then notify whoever 3. Technician in Level 1/2 queue then assigns the request to Level 3, which then notifies the Level 3 technicians and resets the assigned technician to unassigned 4. Level 3 technicians pickup the requests and assign Impact and Urgency
Pre-populating Requester Details
So I'm configuring ServiceDesk Plus as a call tracking system for my company's HR benefits help desk, and I was wondering if it was possible to import more fields from Active Directory into the Requester Details section of the form. I would like these fields to pre-populate upon selecting a requester from AD. Thanks!
V8.0 - Alpha & Beta interest
With a potential Q2 release of V8.0 when will you be able to open this out for interested parties to get thier hands on it and start giving feedback and testing. With standard non disclosures etc and not using in production. Seems to be some new direction in it, so likely to get some interesting feedback but hopefully get things sorted that might cause issues for users migrating out of the way ( like the sites stuff that were an issue for some going to V7.5 stage ) Look forward to it. Regards, Andy
Bug With Safari Browser
1. Goto the online demo 2. Log in as a technician 3. Select Open Requests 4. Click on any of the requests 5. Click �Enter Resolution� With Safari, I am unable to type in the Text Box. I tested with Firefox on the same machine and it works fine. We are currently demo'ing your product. Most of our end users are running Mac OSX 10.3 and 10.4 with only Safari installed.
Change category (switch) from IT to Non-IT Asset
Hi, How to change the category of this asset (switch) from IT to Non-IT. We don't assign ip to the switch. Using ME SDP 7.6.0 Build 7603 Thank you. regards, Kyle
How to convert SDPlus from http to https
Hello What are the steps to convert SDPlus' web addresses from http to https to support SSL encryption? Thanks
How can I make the user Guide available?
Is there an easy way I can make the user guide available from the same server as Service Desk Plus is on. I don't have IIS on the box, wanted a clean environment. Thinking I could just copy the files into a specific folder on the server and they would be available to the user as long as tell them the url, like http://servicedesk:80/guide Thanks, Andy
Changing Backend Database from MySQL to SQL Server 2005
Need some urgent help with migrating the MySQL database to a SQL Server 2005 environment. Below are the steps that I have followed so far. - Created an ODBC connection to the MYSQL database - Used SQL Servers DTS tool to migrate the database from MySQL to SQL Server 2005 - Upgraded the Service Desk service packs to bring the application up to the most current version 7018. - executed the changedbserver.bat file in the following directory C:\AdventNet\ME\ServiceDesk\bin to point the service desk application
service requests versus incidents
Is SD able to separate service requests and incidents? Service request do not necessarily need to have the same priority ratings as incidents and are not time sensitive. Any way to distinguish between the two? Thanks
What sort of SQL maintenance is needed?
Hi Guys, I've noticed we've had ServiceDesk installed for just on a year, and we've never done any sort of SQL maintenance plan on the database. Can anyone tell me if there is a best practise guide for running maintenance on the ServiceDesk MSSQL database? Things like re-indexing etc. Has anyone set up a maintenance plan for their SD database? If so how'd you go? Cross fingers for me people, I'm upgrading from 7018 to 7504 tonight. Hopefully things go smoothly! Cheers!
requestor autofill
We have Sevice Desk Plus 7603. We would like to autofill request initiator's filed under technicians. As for now every technician has to manualy type his name in this field when he creates a request to somebody else. how to achieve this?
The Requests tab when looking at an asset - how does it populate?
How do you get to make use of the Requests tab when viewing an asset? I see the "Problem details" and "change details" that look like they would be very useful. It looks like I'd have the ability to see all of the problems associated to one printer, etc. Is this all SLA stuff ? Do I need to setup some kind of dummy SLA to somehow use these features?
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