Customized Query for Memory Type & exact RAM size?
Service Desk plus 7.5 we are in need for Memory Type (DDR1, DDR2) & exact Physical RAM size (128 GB not 124 GB) for all workstation in domain.
No 'Resolved Date' for requests?
Hi, I just went to create a Request view that displayed all Requests closed today and was concerned that only 2 requests were being displayed. On further investigation, only 'Closed' requests are being displayed and there doesn't appear to be a Request field for the Resolved date. Checked the reports and I can't see a resolved date field there either. Am I missing something here, as I'd assumed that my KPIs on closed requests would also include those resolved within the time period I'm reporting
service desk 8 worth the upgrade from 7611?
hi i am quite happily running version 7611 but have noticed that i am now quite far behind given 8010 has just been released. in the past i have quite a few issues upgrading from 1 major version to the other (often did it around version x.03, 04 so perhaps too early) and have ended up wasting days in getting things fixed. so do you think it is worth upgrading from version 7611 to 8010? i am the only person using hte system, it is virtualised so will snapshot it before doing the upgrade but still
Two Different Service Emails
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there a way we can have multiple emails for the service desk creating tickets? Right now, it's setup so that all emails come from HelpDesk@domain.com, but we have email configured so that all mail sent to HelpDesk automatically opens a new ticket. So, I guess that's really two questions:
HOW TO: view logged in windows username after asset-scan
I'm testing this tool and came up with a question. So what i'm wondering is the following: At the moment i've added 10 desktops. I have linked testdesktop 1 to user 1, testdesktop2 to user2 and so on. Now how can i retrieve the account on which the user logged onto windows ? And how can i immediatly say after the logon-scan, link the logged in user to the assed that has just been scanned? So if user1 logges in on testdesktop1 in the morning and he logs on on testdesktop 2 in the afternoon, that desktop
Triggering a custom script upon an event
Hi, Our implementation team has an initial thought of extending SD Plus by means of a custom script that will be triggered upon an event in SD Plus. (Creation of a ticket request etc) The custom script (construct a SOAP/XML-RPC/REST request) should be able to retrieve information from a created/updated request in ServiceDesk Plus and send it to an external system Will it be possible to achieve this? Thank you so much.
WBS in Service Desk?
how do i create a WBS within Service Desk? I have a request and want to add many tasks underneath it and assign them to other technicians and then report out. HELP
SD WebSite Publishing
Hi! I have a SD web-site that was working in the internal network with the name http://mo-help:8080 Now I want to publish it with more friendly name of http://sitename/servicedesk/ I want to use path not alias (i.e. http://servicedesk.sitename) in my publishing and need to publish it via 80 port nor 8080. Port forwarding I can make with my ISA server, and what about path of the web-server?
search through drag and drop additional fields
Hi all , May i know please if there is a way to do search through some text that inside ( drag and drop additional fields ) ex : i add a new service category from service catalog named " Test " and under it i add one service named " T1" , inside T1 i add new fields like : name of company , company phone and type of it . so , how i can do search on " company phone " ??! it's not working fine . i need help ..
Link enterprise documentation repository (URL's) to the support tickets
Hello Team, I would like to have ideas around - 1. Is it possible to link the enterprise documentation to the support tickets ? So that we can have direct linkages to the problem and the solutions. 2. Is there a way that we could implement certain templates for the various kind of support requests ? 3. Finally, if there was a check list way of progressing in the support requests. Regards Sumi
Outlook Calendar Invite fetched by SDP
Hi Support, By any chance we can prevent Outlook Calendar invite being fetched and treated as new ticket? Using email command maybe? Please advise on how to do this. Thanks.
Measuring Response Time
Does anybody kow how to reliably measure response times. ATM the only reports I can find displays the automatic system generated email (that acknowledges receipt of the request) as the response time. As it's only a second later it's not a suitable measure. I'm still a little bit surprised that only resolution SLAs are being tracked, but maybe that's because nobody knows how to measure the response time. I want to know when my technicians first added a note or a work log. An email from the system
Migrate a SDP from old domain to new domain (Active Directory Authentication Mode) !
Dear Manage Engine Support Teams, We have a SDP was installed on a server that is a member of domain network. Last time, we choice Active Directory Authentication mode, then we configured it as "import requester from Active Directory". Now, we had to build new domain structure and we already done it. The SDP Server already joined in new domain, becomed a member of new domain network. In the Active Directory Authentication - Import Requester from Active Directory, I didn't see new domain, it
Is there anyway to pass the user name via link variable
Hello I am looking for a way to automatically include the user name logged in to link, something like http://helpdesk/userid=domainuem So it will redirect to help desk, put the user name automatically and choose the right domain. All user has to do is provide password Thanks
User Survey Problem
Dear Sir, Is there any way that I can check whether the users have feedbacked the survey of incidents? We want to do the analysis and we need to know which request already had its survey feedbacked and which one didn't, so we can followup with user for further assistance. Right now in the system, I can't get those information and I also can't edit the fields or sort by the field in survey result lists. Please kindly support, thanks. Alan
Requester roles / permissions....
Hi Can anyone tell me if SD+ can be configured so that a certain set of users can access each others requests? I would like a certain set of users to be able to view and add updates to each others calls without having to upgrade them to become technicians. At present the only way I can think to get around this is to create a departmental user account in our AD system and import this as a requester. However, this is not convenient a I want to be able to associate requests to indaviduals and not
Migrate from MSSQL to MySQL
Hi, I wonder if and how I can migrate my SD+ database from MSSQL (2005) to MySQL? Will all the historical information and settings be migrated? Do you know the steps for this migration? Thankful for any guidelines. Regards Jonas
CompleteTime in Request Email Templates
Hi all, I want to use the Completetime on a request or incident in email templates. but I can select it from the list, the is just the created date. And when I use the variable $CompletedTime it doesn't show anything. I need it for the Businessrules because some departments want to see in the email when a request or an Incident was closed. They don't want any reports they want it in realtime. And in the Businessrulesit would also be great if you would be able to select the closed status as a criteria.
Delete Workstations?
Hi, we hade major changes in our workstation environment, number decreased significantly. Now, i´d like to have the numbers in SD+ up to date. Can i just delete all scanned workstations, tell everybody to turn their pc´s on, scan again and everything is fine? Or what do i loose deleting the old workstations? Any important database-indexes? Appreciate any hints and thoughts that might be useful! Thanks a lot, Uli
How can i scan my HP ProCurve 2410?
Hi! How can i scan my HP ProCurve 2410 in my ServiceDesk Plus? Thank you
Reports on archieved requests
Hi, I would like to know if in further verions of SDP it will be possible to create reports that would include datas of archieved requests. Actually with the current version I archieved all request closed for more than 2 years, but I can't retrieve statistics to compare, for example, numbers of requests year by year, or other informations more than 2 years old. Or perhaps I do wrong and it's possible... Thank you for your replies !
AD Technician
i am using the free version as there is only me. i have imported the ad as requesters and set up admin which is also the techician. when i try to assign one of the requesters as technician i get invalid license for number of techs. i ony want the one tech which is currently a requester. i cannot delete the admin which is the current tech
i can't insert € simbol in resolution
I have a problem when i want to type € (altgr + E) it will change the text alignment to the center.
Remote Control in ServiceDeskPlus
Hi, We are using ServiceDeskPlus version 7 build 7611, now we have some issue in our DNS server so all workstations are not scanned properly and because of that we can not make use of this Remote Control feature. Even in few workstations which is scanned, the remote control doesn't work, it says "Can not push the agent file" and sometimes "User authentication issue" In the new version 8, you have agent base scanning for Assets.But we are not ready to do the upgrade now and we have planned it for
Schedule usage, with some lack
Hello, I am using load balancing and when technician is mark unavailable and has set backup technician, request are not assigned to backup technician. Backup technician doesn’t even get any notification? Is there anything to set or SDP professional doesn’t support this? Why in schedule can only see request with SLA priority set? Regards Rok
Change Reference Number
Is there a way to automatically generate a unique reference/id for all new issues/changes? Example: I raise a change request and it is given ID 0001, the next request is auto assigned 0002 etc etc Thanks
Can I transfer ticket data from 6.0.0 to the current release?
I just installed and configured the current release seperately from our current 6.0.0 deployment. Can I transfer the tickets to the new instance? I don't care if the ticket numbers change.
email reaply problem
hi, We have a problem whit email. Technician reply the incident to requester. after that requester repyl the incident from outlook. service desk open e new incident. this is big problem for us. this hapen after install sdp 8.0
Chnage the email for reminders
Hello, We have an issue with email reminder. I´m part of the service desk staff and I´m in charge of create and assign all the tickets to the technicians, The idea is using the reminder option, send an email to the technician advising about a ticket that is close to expire, but If I use my user to create the reminder, all the email are sends to my email instead of technician's email. There is a way to change this behaivor ?? The version is ServiceDesk Plus 7.6.0 Thanks for your help. Wilson
Variables in Reply templates?
Are any variables available in Reply Templates? The first thing I'd like to be able to do is include the original request underneath the reply. I'd also like to be able to include other information based on the requester or the technician.
How can I modify the "new incident" tab text?
Hi I want to modify the text and make it show as "NEW Ticket" instead. Thank you
ServiceDesk Plus -- Assets -- want to add a Hyperlink to an external resource
Is there a method of adding hyperlinks to external resources for an asset? Example would be a installed applications vendor webpage or a UNC path for additional documentation.
Changes - deactivation of System Aproval
Hi, when we create a Change from a Request the System approves the Change automatically - see attached Screenshot. How can this be deactivated? Thank you, Anne
SDGuest
hi there. is there any way to duplicate the SDGuest role with additional access?
How to deal with multiple emails into helpdesk
Hello, I have several sites I look after and I wanted to setup seperate email addresses for each site. For example. helpdesk1@blah.com goes to site 1 Helpdesk2@blah.com goes to site 2 Is there a way service desk will see the email is different and automaticly send the job to the site the email was sent to? Thanks in advance :) Ross
contracts managemet
please, could you tell me how can I manage the contracts information onmy helpdesk support.
Requester list
Hello, In adminitration panel, we can import a requester list from a CSV. I would like to export my current requester list in order to modify and then import it again. I haven't seen the export function. It's possible to export the requester list. Version of my helpdesk : 7608 Regards Bastien Futhermore, did-you have the exact release date of version 8.0 servicedesk ?
Outgoing mail wildcards?
Hey guys, we just recently implemented the latest version of ServiceDesk, and we're quickly getting used to the program. I guess this could fit under multiple forums, but I picked Tips and Tricks just to play it safe. Is there any way that we can use wildcards for the email address and reply to fields in our SMTP outgoing mail settings? We were trying to see if we could set it up so that when a technician notifies a requester through email, the email comes from the technicians email address (that's
Add Field Dependansies
Hello Is there any way to "connect" some fields of the new request? I'll try to explain: New request form have some key fields: field 1: requester (and site) field 2(manualy created): "target person" (from client), should be inform about any new requests from their company. field 3 (manualy created): account manager Is ther any way to make auto fill feature after choose any of them or maybe the first? ------------------- Thank you and sorry for my english =)
Login Page ServiceDesk Plus 7.6.0
Hi, I use ServiceDesk Plus 7.6.0 and I want to customize the login page.... I only want a form with the essentials to login, I already tried many ways, like copying old versions html but it always goes wrong. I change in xml and it points to right page but it never logins correctly, sometimes it even start to loop in login page. Can you give me the right html code of the form please? Maybe it is a dumb question but I really cant do it. Thanks in advance.
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