ServiceDesk with custom front end?
I'm looking into creating a custom front end for our help desk along the lines of this one: http://www.yale.edu/its/helpdesk/index.html Using that as a model, my goal is to create Web forms for common request types in order to reduce the amount of time help desk staff have to spend researching requests.Is there an API or protocol (SOAP-based, maybe?) for generating ServiceDesk requests in other applications? Absent such an API, is it possible to create requests directly in the database, and, if
Wrong Language on Request Filters
Hi, I am currently setting up Service Desk Plus 7.5.0 Build 7509 as HelpDesk Tool for my company. We want to use the multilanguage version, setting is configured to browser default. On the Requests Tab, when choosing the filter "Showing", for all requesters which are able to view "all request from their site" all the site related filters are always in english, no matter what language is used. Does anybody know, where the entries for translated languages are stored in the DataBase/File, so I can
Importing Assets
Hello, In the Standalone Audit method, ran the script and the XML file was created successfully. When importing it, it states success, however in the software tab, there is none listed. I checked the XML file that the script created, and it does list all the software, but did not bring it over to the Asset details. Thanks,
Requesters and Active directory
I am stuck at the requesters tab. I can't import AD since I (assume) don't have permissions (domain level as servicedesk plus puts it) on the domain controller to import the accounts. I try to import a "csv" file that has all the users that would be considered requesters. I am not sure about the self service access details. I don't have the passwords (nor would I want), to all the accounts I want to import. The second question I have is since this is a list of active directory accounts can
Customize Global View
Hello, Is it possible to change the global view diagrams and grafics ? I can only see the "Open, Onhold and OverDue", but we added three other status possibillities. Thanks, Richard Baltus
How are survey ratings and satisfaction levels calculated ?
I have an 11 question survey. 5 choices (1-strongly disagree, 2-disagree, 3-agree, 4-strongly agree, not observed). First survey I answered all questions with 1-strongly disagree. It showed a satisfaction level of 20/100 with a rating of 11.0 Second survey I answered all questions with 3-agree. It showed a satisfaction level of 60/100 with a rating of 33.0 How is the math calculated ??? Ver: 7.5.0 Build: 7505
Enabling Robotechnician
When we go in as Admin, Then select Robotechnician from the Admin tab, there is just a help card. We do have it, however there is no "Enable" button. any ideas? Thanks,
Is there a way to change the sequence of Request ID's
I was wondereing is there a way to change the sequence of Request ID's like adding a starting point number or sequence. Request ID: SD00001
Update a request
Hi, Just a question, what is the best way to update a request? I see that you can use the field 'REASON FOR UPDATE" or RESOLUTION E.g.a request is about an error - we want to update the request with saying '.....have changed blabla, please try again' And also with our previous app for helpdesk we had a shortcut to put in auto the date and time we did the update, is this also possible in ServiceDesk? Thnx! Michel
Will 7.6 be on time?
It is that time again that a date has been published for the 7.6 release of SDP. What is the status of this upgrade? Is it currently under testing? Or is this going to be released in normal Adventnet fashion months after? Our renewal is coming up in 2 months and we want to know if after 2 times of not testing and missing release dates you have learned... Please respond asap.
All workstations showing as "associated" for all requesters
Hi, I am currently working through the initial set up of SD+ (7.5.0) for our company; I have imported all sites, requesters and workstations and am now working on the relationships. When I associate ONE workstation with a user it does the job (if I log in as that user, that is the only workstation they can choose for their asset); however, if I go back to the requester to change the associated workstation, I can see ALL assets showing as associated. Is this a known bug or am I doing something wrong?
global view limited to showing only 7 techs
Is global view on the home page limited to showing only 7 techs? After that I get a row called others and of course the unassigned row.
Replying to a Request
Hello, Is there a way to have Service Desk automatically reply a resolution to the requester, Rather then opening the reply and separately copying and pasting it in? Purpose: looking to be able to work a ticket, choose a resolution (one that contains a script) then have it already be entered to a reply field, close the request, which will auto reply the selected script (resolution). Thanks,
Creating custom query to find all software installed on all workstation
Is there any way to create a report to show all software (with updates and servicepacks for Microsoft products) installed on all workstations in servicedesk in this format: hostname1,software1 hostname1, software2 hostname2, software1 hostname2, software3 ......... ?
Updating requesters via .csv file
We want to update our user's location field in ServiceDesk to align with what is in AD. We do not want ServiceDesk to break the different locations into seperate sites. I did an extract of the AD information to a CSV file, but when I go to import it, it wants me to point the login id and password fields to a column. We use AD for authentication so I don't want to overwrite that info. Any suggestions on how I can do this? Ideally, I would love to make ServiceDesk sync to the AD office field without
I need to implement access to the site via HTTPS to configure this protocol?
I am a : Registered Customer Database : MS SQL Convenient Time to Contact With Time Zone : Brazil Build Number : 7508
BACKUP causes the whole server to freeze!
I have a major issue here, I tried to do a backup for the system and once it is excuted it run for awhile to do the back up then the whole server freezes and the system is no longer accessible , i have to hard restart the server to be online again. can you please assist on this issue urgently
LDAP Authentication Support in ServiceDesk Plus
Hi everybody, Does ServiceDesk Plus supports LDAP authentication for users? We need to use LDAP to authenticate technicians and administrators loggin in SD Plus. Thank you Regards
ServiceDesk Plus arranges Due By illogically
When sorting by the Due By column in ServiceDesk Plus 7.5 the items with no due by are filed alongside those closest to breaching SLA rather than those furthest away as would be logical. For example, sorting by due would get you: - 4th October 20th October and 20th October 4th October - Clearly the logical ordering is 4th October 20th October - and - 20th October 4th October
Deleting a software asset
When trying to delete a "scanned software" I am getting the following message: "FAILURE :Some of the software is been referred by workstations. Hence cannot delete software further." The issue is that this software is not currently attached to any machines and I would like to remove it or rename it so it isn't used. In the past it may have been associated with a machine, but the association no longer exists. Thanks.
Problem the attached files..
have a problem, when trying to resend a mail that has other attached post office, escrtibe like new the file that I have enclosed and the new one that I wrote loses itself, so that?
Mac's on network
do the network scans also inventory Mac's?
Admin Documentation?
Is there any? I can't seem to find any kind of install document. We are lookting to seriously purchase this product, but if I can't find any documentation.. I am going to have some serious reservations. Here are some questions I am looking to get answered: Is this installing Apache (it appears so but I would like to confirm)? Can it use IIS instead? If not then do we know of know issues installing apache and IIS sidebyside? I have to put this on a server that already has several website. I can
Understanding how SDP fits together
I'm putting together a new queue for a non-IT part of our company. The issue I'm facing is that I really need a document which shows me how the elements of SDP fit together, for example how do sites and groups and technicians all relate to one another? When I put in a cost against a vendor for a product how does that relate to the cost put against the asset for the product? Is there anywhere which documents how these different areas work together?
Different sites - seperated but not
We have two different departments that will use the same Servicedesk Plus application. I need to separate them somehow but they still need to be able to submit requests to each other. siteA will be able to view and add requests to whatever site. (works at the moment) siteB will be able to view edit and whatever at their site BUT need to be able to submit and view requests made by them in siteA (can only submit and view in their own site at the moment) Later on we will have siteC and so on.. Thing
converting asset into a router or printer asset
hi i have many printers and routers listed in the asset section of service desk plus 7509 i added a network scan and it detected the routers and printers using SNMP but i now have duplicates 1) the original asset (5417 - Printer01) 2) the newly scanned asset (Printer01) i tried to resolve this buy removing the newly scanned asset but renaming the original asset 5417 - Printer01 to Printer01) but when i next tried to do a scan a failure occured on this particular asset I have the same issue with
How to disable Robo Technician and its template
Dear Support: How to remove the reset password robo request template from SDP 7509?. we have many request templates and this robo reset password is useless and is shown in the template list all the time . is it possible to remove it from template list? and it's better for us to remove the whole robo module from sdp . thank you . Ralph
Opera
Does anyone else use Opera to browse these forum's and have issues? I am some minor annoyance's when click on various links and such. its no big deal just wondering if its me. thanks Jfor26
Disable Remote Control Feature
Dear Support Team: We are using SDP 7509, and have some technicans with SD_Admin role due to our requirement. And now , I would like to disable the whole remote control feature of SDP, so our SD_Admins will not connect to ours servers unexpectedly. And we in fact , have purchased another remote access software yeasr ago .It is a great risk now for us . so ,is it possible to disable this feature , make "Remote Control" text and link in Workstation & Server detail view disappeared.
Trying to restore data from 7022 production to 7022 test and recieveing this error message
Unable to restore database : Syntax error or access violation, message from ser ver: "You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'No Description')' a t line 1"
Asset Naming convention
I have been trying to come up with an asset naming convention that is unique and manageable for items that are not workstations or servers. I read where some SD users are concatenating numbers on the end of product names, like Dell Monitor 1, Dell Monitor 2, etc. I am curious if that is what most people are doing. My thought is to use our bar code values since they are unique and static and easy to identify on assets. I would appreciate any feedback before we set a standard that causes us problems
Requests
Is there a way to make requests available to only certain requestors? I've created two requests templates but I only want certain people to be able to use one of the templates. Thanks, Robert Evans
Requester Close Ticket form Interface
Hi there, This might have come up in the past, but in my opinion it is worth mentioning it again. Some times the requester instead of closing a ticket from the resolution email, he accidentaly erases the email and at the same time the chance to close it. Is there any possibility to close the ticket from the Interface? If not, why not? I know that there is an automatic closure rule but that is against our policy. Please let me know if there is any thing scheduled for the future because this will
Some question about Remote Control Agent
Hi, have some questions about agent... - Does it run all the time when is already installed on the computer - does it leave any tcp port open - does it comunicate directly to the client from technician or via servicedesk plus server... Thanks! /Amela
Hotfix 7512 Released
Dear Users, Please refer to the following announcement about the 7512 hotfix release. http://forums.manageengine.com/#Topic/49000003549082 Thanks & Regards, Srikrishnan ServiceDeskPlus.
Replies to go to all addressee (individuals or groups)
Hi, Is there a way to make SD to send replies not only to the original requester but also to the individuals who are CC'ed on the email request? Also how about sending back replies to a group email rather than to one or two individuals? Currently, only the original requester is receiving replies/updates regarding a particular request but we would like to all addressee's to receive this information. Any help is greatly appreciated!! Sam
Showing Changes for an Asset
I want to record any server config changes using the Changes feature. I think want to be all to look at all the changes made to a particular server. I can't find this in the assets section, is there a way to drill down to this? Thanks
Department creation
How can I stop ServiceDesk from Auto-Creating Departments. From the best that I can tell it creates these new departments based up what is input in each user account on AD. We only want about 20 dept.'s listed but currently we have about 45, most of them are grayed-out but why cannot they be deleted. Thanks Jason
Costumize a mail request
Hi, I know that you can create a helpRequest by sending a mail to SP+ but how to specify that HelpRequest ending up under specified category that I'm wrote by mail. Thanks!
Table Name having TICKET information in servicedesk Database
Hi all, I would like to know the tables names storing the ticket information details like ticket name , ticket or request id,ticket priority in servidedesk database. please advice. Thanks Karthik
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