Need a business rule to NOT send SMS upon new ticket creation
I currently have a business rule that sends SMS's to technicians as new tickets are created. However, I have 1 class of tickets for which a SMS should not be sent. The distinguishing characteristic of these tickets is a phase embedded in the body of the ticket. Can anyone help with the business rule config?
Transfer Incident template to Service Catalog
Hi, Is there a way that I can transfer a incident template so that it becomes a service template? I've recently upgraded from Professional version to Enterprise and the Service Catalog was not available in Pro version, hence I created many Incident Templates which are really Service Templates. Thanks
Close Request link not working in SD 8.1
After upgrading to 8.1 the Close Request link does not work properly. The user gets tranferred to a page that displayes "The request cannot be viewed" when clicking the link.
KPI Report
Hello, I want a KPI report for those requirement in attach. I want this for each technical, category and by Year,Month and week. I know how to make it with Custom Report, but over due requests and first response will not be in the same report they will be in separate report for each which I want all of them in one report Also if you can add ring charts it will be better. Regard.
multiple departments/cost centers per user?
Hello We are creating time-spent reports per department on a monthly basis. We have some users working for 2 cost centers (2 x 0.5 FTE). Today, the requester is associated to one department only, which falsifies the time-spent reports per department . How could I map this into SDP? - define the requester twice (one per department) ? - assign 2 departments per requester? This would entail a new feature What do you think Thanks for any comment. regards, Marc
Search assets by IP
we have upgraded lately to 8.1 version. we were used to use the below search box to search assets by IP. currently we are unable to do so.
Authentication Failure for Mail Server
Hello, I recently upgraded our version of ServiceDesk+ to the most recent distribution from 7661. Prior to the upgrade we had just got a new email account associated with SD+ that pulled emails without a problem. After the upgrade its giving us this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. The settings are the same as they were before the upgrade (when it
Master tickets with the ability to close child tickets.
I know this has been asked for before (since 2009) but I haven't seen this ability surface to the extent that is being requested as of yet - unless I'm missing something form my configuration. My team has been using MESD now for about a year or two. With that, there are numerous occasions where what starts off as a singular occurrence will become something that evolves to affect multiple users. For this reason - and for trending, tracking, and analysis reasons - having the system be able to use a
Present OPmanager Alarms in ServiceDesk Announcements automatic
Hi Can I pressent Opmanager alarms in Servicedesk Announcements automtic, ex as I can create Opmanager alarms as Servicedesk incident? If I could, I not need to manually write in Servicedesk Announcements when something is down.
Report of Printers
Hi, at first i would like to say that this is a easy-manageable Report creator, but the query-reports are a little bit more tricky. I tried to figure it out by my self, but i'm on a point where i need help. I want to make a report from all the printers which starts with 'BGPRT', listing following colums: - Hostname - IP - Product Name - User - Location - Vendor - Acquisitation Date and all should be grouped twice, by Site and then by Department. It's even possible to make such a complex query?? Thanks
CMDB examples
I'm trying to play with CMDB to create our network. Does anyone have any screenshots of ones you have made so I can see how you set them up, setup the relationships, etc.? I don't know if I'm over-complicating it, or if I'm doing it incorrectly. Do I start out with a Business Service first, or IT Service? What's the difference between the two? I appreciate any feedback. Thanks!
Requests view (my view)
Upgraded to SDP 8101 yesterday. Prior to 8101 we were using 802x. With 802x I had a custom view that would refresh every 15 minutes. With the new version of SDP it fails to remember refresh interval by default or my custom view unless it was the last view I had picked prior to closing down the browser. I have to manually set refresh and view unless it was my last view I choose every time I log into SDP. Example of a way my custom view doesn't stick: click on Dashboard, look at another technicians
Edit task of Other Technicians?
i only want to show my task on : home page ->My task -> show all when i show all task, i can edit the task of other technicians ?
Determine request type via category
Hello, Our user base logs requests via the web portal and most of the time log the ticket as an incident rather than a request regardless of the actual issue they are experiencing. I would like to know if it is possible to log tickets based on the category selected so that the ticket is logged in the correct fashion. Cheers
Licensing: Nodes that are In Store
Would it be possible to make IT Assets that are "In Store" not use up one of the node lincenses?
Requester cannot CLOSE the request
Dear Support, I experience the problem that all Requester cannot see the Request status and also cannot CLOSED On Requests list, Status Field fill with 'Not-Auth' which is not listed on STATUS master. Pls help. Regards Anton
Users responding though outlook to email not Service Desk
Hi, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I've just configured Service desk to read/fetch emails hoping the it would read the subject containing [Request ID :##NUM##] and add the email to the correct call. Well it didn't pick it up so can service desk do this?
Service Catalog Configuring Work Flow Tasks
Is there a way to configure the tasks in the Workflow so that they fire off sequentially? I am trying to configure items in the Service Catalog so that after the request is put in they go to an approver, after the approval task #1 is is sent to a technician, after task #1 is closed then task #2 is assigned, and so on. Can the request be dynamically assigned by the task, after the approval can the request be automatically assigned to a specific technician by the task, and when it is closed by automatically
ServiceDesk Plus - Implement SDP backups retention
Hello, Is there any plan to offer the ability to set a retention on SDP backups ? In the web interface: Admin -> General -> Backup Scheduling -> Edit scheduling Add an option: Backup retention: nn days/weeks/months Then, every time a backup is run, run a script that "clean up" out dated backup files. Thanks for your feedback Regards
Unable to add technician, receiving this error:
Unable to add technician, receiving this error: Unable to save technician : Login with same name already exists. Please provide a different value. I have confirmed this user is not listed in the Requester list.
Editor Field
In the service catalog of version 8.1, there is an optional field : Editor. This is very handy but has some implications. Can you describe the usage of this fiield also what following message is when we want to change the status of the ticket or can you ? Best regards, Mark Flothmann
Can I add a logo in the email of the notification templates
Is it possible that I can add an image (logo) to the email we send out with the notification templates?
Problem with "Standalone audit" !
I have a servers and computers, i want to get the information of the computer(client). But i use Standalone audit in Quick Actions, it cant push data infomation from client to server. i cant resovle this problem ! who can help me I use ISA firewall !
SDP stopped after upgrade failure
We were going to upgrade our SDP when a power failure happened then the machine restarted and upgrade fails. now, we can't restore a previous backup nor start our server
Problem about Asset Management
Dear Everybody, I have some question about Asset Management Module. It is a trouble also, and it make me crazy.. I made windows domain scan for discovering our workstations, some thing happen to me as below: 1. After peformed second scanning, system duplicated old workstation to a new one with same name (with add more_01, _02, please see attachment) 2. Some workstation was not unsuccessfully, so I ran windows scan script file (ae_scan.vbs), instead of add new workstation on Inventories List, System
Outages Notifications
how about adding outages notification to service desk in way that we can create an incident of type outage. and as per the selected type a predefined e-mail template will be sent to predefined list of customers. or user. is there is anyway to do so. currently there is no BCC so we can't just send bulk mail with all of our contact in one to filed.
Mail Fetching – Email Command Requester’s Email address
I have setup a test server for a client but can’t get mail fetching to pick up the command for the requestors email address its working with: ##REQUESTER=Name## ##CATEGORY=catTest## ect ect... What is the correct command for adding the requestors email address? If I need to update the default request template how do I add the requesters email address as I can’t edit the requestor box on the template. I really need this function to work as some mail that is fetched for the mail box comes
Can´t make backup but can upgrade succesfully...
Hello, sorry to bother, but I´ve downloaded ServiceDesk Plus Trial and we are trying to make scheduled backups once per day, backupData.bat fails every time, but If we upgrade to 8027 the backup that is taken just before the upgrade works flawless, I assume that there are some null table entries (after removing the ECHO OFF line in backupDATA.bat) but I can´t use the MySQL Workbench to connect and fix this issues... So, if you have a tutorial on how to fix backup scheduling, or any ideas as to why
Updating any request cannot work
hi I am facing problem regarding user request. When i am resolving the request it oftenly shows that resolution field must be filled. where i already filled the resolution field. then again and again same issue. after few attempts it successfuly change the request status from open to resolved. Due to this issue , requester is getting more than one resolution response by email. which is panic for him. I am using 7.5 version. any suggestion or solution thanks for your support. Regards MAJ
Agent Port Information
I am going to roll the SDP agent out to a "severely segmented network" with a "severely segmented IT Department". I was asked to provide all of the ports that will be needed to allow the Remote Control feature as well as the scanning to work. I will be rolling the agent out through group policy to all of the computer that touch our wire and authenticate to the domain. Our SDP sits on a DMZ with an any/any rule to a RODC on another segmented network on an offsite(Cloud) network. This offsite network
Asset : excluding a server or group of servers from being scanned
Is there a way that I can exclude items, in this case there are a group of servers from being scanned? I want to maintain them and there relationships manually. Thanks.
Two different Servicedesk's in One...
Hi All, I have been informed by a consultant that this is possible however I have not been able to work this out. We currently have an IT Servicedesk and a Business Support Servicedesk each have their own email address to log faults. We want to merge the two into one instance of Servicedesk Plus, but still retain the separation between them both. I can see that in the Admin section we can only associate one email address and therefore I don't know how to create the separation. I don't want the IT
Business Service Category and IT Service Category
In version 8.0 there was only one type of Service Category, now in version 8.1 there are two (Business and IT). Within this division, how can I convert an IT service (previously registered in version 8.0 and was imported to version 8.1) for Business Service? Sincerely,
E-mail Id(s) To Notify autocomplete
i need to know why the field of "E-mail Id(s) To Notify" is not autocomplete when begin typing the name at the requester why work fine from the technian
AD's users
Hi SD+ guru, I would to find out - why some users doesnt import to SD+? They all have the same privileges’ and are member of the same organization units. thanks and regards, the_script
SDP Remote Control over Internet
We are running SDP v8.0. The Remote Control feature works great for internal users but we have about 30 remote employees who operate on VPN. Occassionally they cannot get connected and we need to be able to Remote Control their machines. How can we configure Remote Control to work over a WAN? What ports need to be opened, etc? Thanks, David Lambros
Changed CI to have parent problem?
Changed one CI to be a child of another parent CI. Now I cannot seem to find any of the asstes for the moved CI?
Technician Notification
Currently I have it set that Technicians get notifiied when a request is assigned to them. Servicedesk personal are technicians as well but when they assign certain tickets to themselves they do not recieve a notification. Because they go through so many tickets in a day is it possible to enable that so that they can get notified when tickets are notified to themselves? they sort there in box notifications to see what tickets they need to work on. thanks
Servicedesk plus 8 replication on to DR server
Hi. What is the ideal setup for Servicedesk Disaster Recovery (DR)? I've initially did a transactional replication of the database to our DR server. It worked fine when I started replication WHILE I'm logged on to Servicedesk in DR. I can see all updates done in PD got replicated to DR. But as soon as I've logged out of it in DR I can't log back in. Error I'm getting is "username or password is incorrect" eventhough I've entered the correct credentials. Seems to me that something on the backend
Consumables Inventory
Hi, I was wondering is there a way to manage consumables, like printer's (Ink, toner), paper, Projector bulbs, ect.. In Service Desk. Thanks
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