Scanned software report
I'm using ServiceDesk Plus build 6014 I am regularly auditing all my workstations for software. Now I want a report that tells me the number of copies of "Office" installed on my network but am having a difficult time finding that report. Under "Asset" reports, I see there is an "Assets by Product" report and I filtered that report to show only the "Office Professional 2003"'s on my network, but I know there are some "Office 97"'s out there and I do not have Office 97 in my list of products because
Force survey
Is it possible to force publish a survey to a group a of users?
Report and How to use/inerpret "Time spent"
I do not know if here is the right place to post this...but I will try. How You interpret "Time spent" and how is better to use this info ? Till now I wanted to use like time used for a technician to solve a request. (total time worked on that specific task). This is good if I want to compare with some benchmark for an IT activity (By the way you know a site with such kind of benchmarks? - I search over the net but not found - I'm interested to know how my people are comparing with other) But if
Closing task can crash IE
Running SDP 7 build 7009 Sometimes when I click the close button, IE will crash when SDP tries to open the 'Close Accepted' dialogue box. This has only happened since upgrading to build 7009 Does anyone else have the same issues, or know how to solve it?
How to associate DEPARTMETNS with multiple SITES
Would it be possible to associate a department with multiple sites? For instance our facilities, risk and network security departments are located in our operations center as well as our main office. When we need to do maintenance on core switches and routers, it would be helpful to have automatic notifications based on associations. Thank you. -Eric.
Help needed w/ request ===> chnage process
I need some help with the request ==> change process. The way we want the service desk to function is that all requests come in via email and the Level I team determines which group to assign. If the request is a change, they can use the new change drop down which will create a new change. So far so good. The issue is that once the change is created, there is a link to the request in the change, but no link to the change visible in the request. So when the requester calls the desk and provides the
purchase request question
Hi, Im in the middle of setting up SDP 7 and i have come to the Purchasing part. The way i would like to do it is for every user to be able to make a request on their own. Preferebly even them selves chosing who to aprove the request from a drop down list. It seems though as if this cannot be done. a regular user dont even have the choice of creating a new request. Who is the purchasing part intended for and how are we supposed to use it? it does not make sense to me if the user emails the service
ServiceDesk in Multiple Companies
can we use ServiceDesk in multiple companies? or we should change to OpManager MSP? but how if we want to use ITIL compliance ? regard, fanky.
Changing Assets? How ?
We have a domain and it has been scanned into ServiceDesk as Workstations for each box. They are in there as an IT Asset. Now, there are something like 38 machines on our domain that are not IT Asset's, they belong to another organisation who just log onto our domain. Is there a way we can change the PC's to be Non - IT Asset's? We don't manage them and would like an accurate guage when asset reporting
How to restore backup data from SD6.0 DB to SD7.0?
How to restore backup data from SD6.0 DB to SD7.0? I want to upgrade SD6.0 to SD7.0 and restore backupdata of sd6.0 to sd7.0 but it say backup build number not compatible with sd7.0 data build. so how to restore backup data from SD6.0 DB to SD7.0 or convert data build so that two data build compatible each other. please help me I'M very urgent! thank tou..
Requester Notifications
After editing the template from Acknowledge Requester by Email when the request is closed, everytime i get a notification it shows something like this: "Mime-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_491_32058243.1200479456745" ------=_Part_491_32058243.1200479456745 Content-Type: text/html;charset="UTF-8" Content-Transfer-Encoding: quoted-printable Caro (a)=C2=A0administrator,=C2=A0 O seu pedido Manuten=C3=A7=C3=A3o - D= i=C3=A1ria - IT=C3=A9cnicas foi encerrado e=C2=A0a=C2=A0solu=C3=A7=C3=A3o
how to edit monitor?
Hello, How to edit monitor in SD+ 6?
Incoming Mail Setup
Hi All, My understanding of the incoming mail option is to setup a mailbox for creating tickets, responding to tickets etc, basically servicedesk checks this mailbox and updates tickets. I setup a user and mailbox called service@ourdomain.com, but when I enable the incoming mail setting it pulls in a bunch of mail from my boss and my email and creates tickets, why is it doing this? Shouldn't it only check the mailbox/email address I specified? Thanks, Greg
Reports no longer function after servicepack update
Reports no longer function after servicepack update to build 6015. We were running build 6014 and running the ServiceDesk database on a backend database server "SQL 2005" and having no issues. Since we applied the servicepack to build 6015 or reports are completely blank with no data. ServiceDesk Support: Should we remove the update? or do you guy's have a fix? Please let us know soon. Mid-Michnet Support Team support@mid-michnet.com
Departments within Requester Information
Gday, I have 13 Departments set up within my service center, however when i go to the Requester Information to allocate a department to them the list only shows 9 options instead of the full 13. Does anyone know why this is or how i can fixi it. Thanks
Can I run 2 instances of service desk on the same computer?
Can I run 2 instances of service desk on the same computer?
Notification Rules
Hi, Is there are way to get an email sent to a technician when a task is assigned to them by another technician, rather than the way the "Alert the following Technicians by Email when a new request is created" works which is to email everytime a task is picked up or assigned. Thanks, Barry
Importing Categories
I am running SDP7 Build 7009 using MSSQL. Is there any way to import categories? Can this be done directly into the database if SDP7 does not provide the facility? Thanks, Jason
software types
When will you be adding the ability to add software types? I saw an earlier post about this and this is one thing I could use ASAP. Thanks RC
Fresh import of users & machines from AD
Hello all, I have just been informed that after 1 month of me setting up SD+ as good as possible the domain we all log on to is changing. Now how can I do a complete fresh import of assets and users from domain, and purge all the users and machines from SD+ that are currently there under the soon to be defunct domain?? Gotta love departmental communication :twisted:
Version 7
I am looking for feedback from organizations who are currently running SDP version 7. Did you have to perform a fresh install or did product support provide you with a migration package? Was the migration problematic? Were you able to retain your historical data? Thanks
IT Service Desk Notifier
Itservicedesk notifiers which are sent externally, queue on the mail relayers and do not send , the receiving mail systems appear to timeout when accepting the smallest of notifiers. There are no anti spam measures which are kicking in and mail can be sent directly from the mailbox to the external customers emal address with no issues. The issue I believe is to do with the Java process which creates the mail notifier, has anyone else suffered with this problem. Any info would be much appreciated.
ServiceDesk Crashing Again
SDP ver 6 Build 6014 Hi I am experiencing lots of issues with SDP Crashing. It appears to crash every night & also sometimes during the day. The windows app event log shows the following errors each time it crashes (pls also see attached log files for further info): 21/01/2008 09:50:21 MySQL Warning None 100 N/A ADDGBAS03 "Can't open and lock time zone table: Table 'mysql.time_zone_leap_second' doesn't exist trying to live without them 21/01/2008 09:50:38 Application Error Error (100) 1000 N/A ADDGBAS03
On hold to Open doesn't properly adjust Due By
Running SDP 7 build 7009 I have had a task on hold for the last 3 working days, and changed it to open this morning. Before doing this I took a note of the due by date. When the task was changed to open the due by date had only changed by 4 hours. Surely if the task has been onhold for 3 days, the due by date should change by the same amount?
single sign on
when im clicking Enable "Pass-through" Authentication its giving me this error but i already imported all my usera itried many times but i coulndt !!! some one can help me?
Scanning Disposed Assets. Y?
We have noticed that if an asset (Workstation) has been disposed and the daily scan is enabled, servicedesk tries to scan this item. Why? If an item is disposed surely it should be excluded from scanning?
Enterprise x individual software
Hi !!! Anyone could explain difference between Enterprise license software and individual license. I have more than 100 Windows Server 2003 CAL's license, and when I put this on the SDP, i got 100 individuals licenses. I thought that choosing Enterprise, I'll only see one on the list, but, whit a amount of 100. Tks in advance !!!
unable to merge requests
Why is it that when i try to merge several requests together an error page comes up stopping the process to finish? When i try to merge a page saying HTTP 500 Error comes up. What is this? can anyone give me some hellp on this?
Helpdesk Crashs!!!!
Hey does the helpdesk system crash and we have to restart the whole server atleast 1 time every week!?!?!?! are there log files we can post here? we purchased this awhile back.. maybe 2-3 months ago and its starting to crash now. please help
Purchase Order Approvals
Hi, I have a created a group with full access to the purchase orders and assigned it to myself, but I am unable to approve any PO's, I don't even get the option.. Any ideas? Thanks, Greg
Upgrade Question
Hello - I have not been on the forums for a while to check about the upgrade release from 6 to 7. Support, could you please give me the latest news on where the upgrade pack is and when it will be 100% ready for production use. thanks Peter
:?: Update/Upgrade Issues with ServiceDesk Plus
Hello Folks! Well, I am new to this forum and we just started l@@king into the ServiceDesk+ application. Seems very nice and handy to work with. One major question to us is the necessary update/upgra de process when the new version 7.5 listed in some topics will come out. Which issues are we going to run into during a update/upgrade process? Will it keep all our definitions for SLAs, contracts, etc? Thank you so much for your help! stingray
If you add a new/demote/change a domain controller
We had major problems and service desk support did not provide much help. We installed a new domain controller and demoted our original one to a member server. About 12 hours after doing this we found that no one could login to Service Desk. After much investigation we have found the solution ourselves. In the SQL Service Desk database there is a table called ActiveDirectoryInfo, you need to amend the servername to the new domain controller!!
Changing database
If you change the database from mySQL to MSSQL does the data contained within the existing database get moved, or would it need to be manually exported and imported?
Migrating to MSSQL
SDP ver 6 Build 6014 Hi I am considering moving to MSSQL as we have had some stability issues using MySql on a couple of occasions (SDP used to crash, support resolved the issue & it has been stable for a couple of months, but the problem has now resurfaced!). I have seen the procedure for doing this but i have a question I would like to run through the migration in a test environment first, so i plan to restore my production data to a test server then run through the migration. Once I am happy that
Change Requests don't work properly
I still cannot get the Change request approval process to work. When I add change requests they sometimes go in as Approval Status "Approved" without me even sending a request to the CAB. Other times they go in as "N/A", which is fine, but when the CAB responds and authorises the Change the Approval Status still remains "N/A" instead of showing as approved. Also, what is the difference between the 'Approval Status' and 'Status' fields in Change requests? They seem to cross over sometimes with "Approved"
Date/Time control - awful!
Please could we have the ability to simply enter a date or time in to Servicedesk when creating a worklog etc instead of being forced to use the terrible date/time control? Having to drag the hours and minutes is so clunky and time-consuming I can't believe it actually passed the quality control testing! It is simply awful. Otherwise, the product is great! :)
ServiceDesk Plus Contracts
Our SD only appears to allow us to add on Contract! If we attempt to add a new one then we are directed to the overview screen of the contract we have just added!! Any clues? Guy
Contract Attachments
I can't view contract file attachments with file names containing ampersands. The name does not get encoded properly in the URL. For example, a file named "this&that.pdf" appears in the URL with the ampersand instead of "this%26that.pdf". I am running SD+ 7009 and IE6 SP2.
the service can't be started
guys, help me out please.. my SDP can't be launch...dunno why..i've already shutdown and run again the service, but still my SDP won't launch.. at the event viewer : "there were failed launch in a row, each lasting less than 300 seconds. Giving Up." another message : "There may be a configuration problem: please check the logs" can anybody explain this... it's the second time...the first time i want to configure the database mysql. i'm using winXP 2003 Enterprise n SDP 7
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