Asset & Workstation Import
Hi I have a list of PC/laptop assets in a spreadsheet that i am going to import as a CSV into SD+. I have also had SD+ running an inventory scan for a week or two and now have a (nearly) complete list of all workstations. Is there a way to link assets to workstations in a batch using a unique reference such as computer name (for example)? Otherwise we will have to go through each workstation and assign an asset for each which will be v. time consuming THanks
Import additional workstation field values using CSV?
Hi, My workstations are scanned in and I've added additional fields for my workstations. Is it possible to scan in values for these additional fields using CSV, similar to what you can do with assets? Thanks, Robin
Filtering Workstations
Hello! Quick question. Inventory/Workstations/Filter/Viewing...can I filter workstations by additional fields, for example Location?!? Thanks
Customized View Columns
Is there a way to customize the columns choices that are available for a view? Specifically, we would like to create a view that uses the Item (as in Category -> Subcategory -> Item). Thanks
Custom Queries: Table Names?
I'm using ServiceDesk version 5.5.0 We have contracts in our database by server name. I need to create a report that pulls the contracts by status (expired, will expire in 30 days, etc) and also includes the service tag for the server name (which is also the contract name). I tried to do this, but couldn't because I did not know the name of the table that contains Contract or Workstation information. Could someone give me the appropriate table names for the report I need to create?
Cisco Equipment as Assets in ITIL Beta
How can I introduce Cisco equipment: routers, switches, IDS, IPS ,Firewalls, NAC, Wireless, etc. as assets in the ITIL BETA? Thank you. -Eric.
Help with MYSQL For Solution Import
I'm trying to import our existing solutions (in another product) into service desk but I'm not sure how some of the ID's get created. For example, I create a solution and it has an ID of 4201 in the Solution, Solution_Keyword, SolutionCreateInfo, SolutionInfo, SolutionRI, and SolutionsAttachment tables. How does it get the 4201? Could I just start at like 20,000 and be ok? Now, the KeywordID, how is this ID generated in the Solution_Keyword table? In my case its 4801. Again, could I just start with
How to "autoset" Due Date (time)
How I can define in bussiness rules that a task will be done at a sprecific time? I have some request (with a specific subject) who need to be done at 17.00, doesnot care at what time the request was made. The questions can go futher: Any request (with a specific subject - send by mail) made between 10.00 and 13.00 need to be solved till 13.30. and so on... The requester need to receive the message: "Your request is estimated that will be done till $DueByDate " Any Ideea? thank you
Reopened tickets report
Hi all, We are currently defining performance reports for our service desk and have come upon a report that seems impossible to generate using the reports generator: Number of reopened tickets for a period of time or for a technician.... We know that this information is kept in the history of the ticket but how do you get it out of there and into a report? Maybe we can do some advanced SQL queries, but which are the tables that contain this information and how would this query look like? Many thanks
ITIL edition / ServiceDesk Plus 7 ??
Hello, I've heard of ITIL edition and Service Desk Plus edition 7, are both the same? And what is the main differences between these and ServiceDesk Plus 6? If I have ServiceDesk Plus 6 can I upgrade later to ITIL edition or edition 7 ?? :?:
Custom Fields by template
We are close to purchasing servicedesk. However there is one very important feature lacking that we must have. We must be able to create custom request fields, then apply them to certain templates. For example, I need to create a template for Security Changes that has the a User Name field, and Effective Date field, drop-down boxes for Location, etc. I only need these fields to appear in the Security Changes template. Can servicedesk do this?
error while scanning some workstations
I keep getting the following error when i try to scan some workstations on my network; Connection to RPC server in the workstation failed. Also this error; Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Embeeded link in email points to blank request
We are having a problem wherein the embedded URL in email messages is taking people to a new request instead of the request being referenced. An example of this is: http://OurServer:8080/WorkOrder.do?woMode=viewWO&woID=196 We are running build 6006. Any ideas?
Report question, merge assets and contract details
hi i recently ran into the problem where i wanted to see all my sim card, and their contract details when running an asset report i can get the contract name and contract vendor listed but not the contract expiry date when running a contract report i can get the contract name, vendor and the start and end date but not the actual asset it is covering i am not a sql wizz so have no idea how to do a custom sql query to achieve this but IMHO this should be part of either the contract reports or asset
Custom Reports - Pending requests by Authoriser
Can anyone help with creating a report to show outstaning requests by authoriser? I want to be able to show who hasn't authorised outstanding requests. I use ServiceDesk 6.0 Thanks
Change date to UK format
How can i change the date format to UK standard? My british customers get confused with the american format!
Adding PC's to inventory manually using a CSV file
As you can see from the title above I want to manually add all of my PCs to the inventory. Is there a way to do this. To answer a question that I know will be asked: Why not simply do a domain scan? Because our network is not up to the task, is across slow WAN links and because time is short and I need to be sure that I can scan an office in another country when they are there and not asleep and thus PCs are off. Can anyone help with this please?
Business Rules - Failure Error
Hello, I use ServiceDesk 6 Plus Free I can not add new Business Rule. Regards, Vadim
Report with task
I want a report : Request + task(s) It's possible??? Where is tasks in bd schema??? What is the name of the table??? Thank!
Extra Fields for AD scan
Hello Support, Sorry if this has been posted I did a search and couldn't find anything, but the question I have is it possiable to be able to bring more fields from AD? (i.e. Office as we have more than one location and it can be nice to know were the user might be logging the ticker from) Thanks Michael
Archiving tickets
Hi guys, Is there a way to archive part of the tickets and those tickets to be available if needed. If this is not possible I would like to know if I can start with a fresh database, but keeping the old database structure (groups, SLA's, etc...). Thanks
Java.exe eat up the memory during import requesters from AD
I tried to import a bout 3000 requester from AD but the system imports about 1000+ and the rest failed to import. I�m running the system on windows 2003 server with 4GB of RAM. Java.exe eat up the memory until it reach 1.9 + or � then it�s failed to import the rest. Regards, Hassen
Error Restoring Database from mysql -> mssql
I followed the instructions for updating both the "hotfixs" for ver 6.0. Started, stopped server etc. Works fine with mssql. Make a backup, change the database to mssql, restore the database and get the following error. ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup
Windows Domain Scan : Default options
Is there a way to stop new workgroups and domains from being tagged as "Public" by default? The default causes us issues with the self-service portal if an extra workgroup appears on the LAN. Thanks
Same Username, diferent Domain...
Hello I have SD+ v6008 installed and I detect a problem with my environment. I have 4 diferent domains in my forest (Win2003) and I have some user that by coincidence, have that same username ex: DOMAIN1\asantos (Anabela Santos) DOMAIN2\asantos (Alice Santos) And when the "import requesters from AD' is activated, the data of the requester user from the first domain is overwriten by the second one. Then the first user (requester) cannot login in sd+ to open a problem (for ex.) Is there anyway that
Sub Category and Item not showing in request
I am using build 6008. I have created some preventative maintenance tasks. The requests are being generated fine, but the sub category and item that show in the template do not show in the request. Instead what is shown is "Select Sub Category" and "Select Item". I have cleared the cache, I have deleted all PM's and created new ones. Still the same. Any ideas?
Admin Problems
I am logged into the administrator on ServiceDesk Plus and when I try to scan a single computer is says it has failed because Either access denied for the user or the remote DCOM option might be disabled in the workstation I am stumped what do I do?
Scheduled report is blank
I have a scheduled report that goes out every week. Today the report was blank because no data fit the criteria of the report. Is there a way to stop ServiceDesk from sending out the report out if it is blank? Thanks, Carolyn
Assets
How do I integrate assets to workstations scanned? It seems like there are two databases and is time consuming.
Email requests get assigned old ticket numbers
For the last two weeks or so all email requests have returned old ticket numbers as the new ticket. Anyone else seen this?
Error importing assets via CSV into ServiceDesk plus 7 Beta
type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException: Can't find resource for bundle java.util.PropertyResourceBundle, key sdp.inventory.getinputfile.resource java.util.ResourceBundle.getObject(Unknown Source) java.util.ResourceBundle.getObject(Unknown Source) java.util.ResourceBundle.getString(Unknown Source) com.adventnet.servicedesk.utils.SDResourceBundle.getString(SDResourceBundle.java:44)
Connection between ServiceDesk 7 and DeviceExpert?
When ServiceDesk plus Enterprise with ITIL is released, will there be any connection to DeviceExpert? ServiceDesk for Change Management and DeviceExpert for Configuration Management. Just thinking out loud. Thank you, -Eric.
CTI (Computer Telephony Integration) with ServiceDesk Plus
Please advice how can we use CTI with ServiceDesk Plus?
Create a Certificate for ServiceDesk
Do I need to create a Certificate from Service desk in order to apply a third party certificate?
Sms's Question..
How work SMS function on Service Desk Plus 6.0, I want to know how can i do for configure and want to know also if this operation it is avaible to Brazil Country.
Multiple Email Notifications
Hey everyone, We've updated to SD 6002 and so far it's been working great. I've noticed one possible bug that I can't seem to correct. When we create a ticket, we have workstation as a required field. Once the ticket is created, if we edit the workstation through the ticket "Summary" by using the drop down box, and save the changes, it resends us a notification that the ticket has been added to the group. I've attached a screen shot referencing which area. I hope this is making sense. Thanks! Eric
SLA Types + Notifications (Recommendations or Workarounds)?
Hello, In the current release of SDP, the Service Level Agreements are set up to manage the "Time to Completion / Resolution" only -- basically managing the DueBy Dates and sending out warnings and notifications accordingly. With one of our clients, we're having multiple SLA Types. Here they are, with sample definitions: >> Time to Respond: This is the elapsed time between when a call is received and assignment of incident / request is made to the appropriate support team or technician. * The request
Preventive Maintenance Tasks - Sub-Categories
I'm using the Preventive Maintenance Tasks to automatically create requests. The requests generate at the correct time, with correct Technician and Category, but the Sub-category and Item fields show as 'Not Assigned'. I've re-created the task, edited and selected them again with no luck. Any advice?
Out of Office in ServiceDesk
Does anyone have any suggestions for how to handle it when a technician is out of the office? ServiceDesk doesn't seem to have any built-in feature to transfer a technician's requests to another technician during an abscence. Thanks, Carolyn
Work flow of ticketing sytem process
Hello I can't seem to find it, but I believe I saw someone post a work flow of the ticketing process in this forum. I will need to present something like this to the corporate office users, who mostly have not ever used a ticketing system. I would like to show how efficient and easy it is, and how response time will be quicker. Also, would like to show the big boss what he's getting for his money. A big bonus will be stopping the "drive-by's" -- people who in passing mention something that needs
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