How to start with an Software Inventory
Hello all! we are in year 2 of our Service Desk Plus deployment, and are finally starting to reconcile the different modules. My primary focus for the next several week/months is to get all software accounted for. Using Service Desk plus, what steps should i take to do this? Obviously i can tell what is installed, and i can see some of the Licenses i have purchased through the PO module of SDP, but what about the misc. licenses that have not gone through the SW? Is there some sort of guidance anyone
How can I see my total number of Assets in SDP Professional?
Hi, I have SDP with a 250 node license, how can I see how many nodes I have thus know how many I got left? Hopefully somebody can help. Regards.
Assetexplorer to Servicedesk Plus
Hi, Is it possible to migrate from assetexplorer to Servicedesk plus?
deleting acquisition and warranty dates?
hello, i cannot see how to delete a warranty date, or an aquisition date. can someone help?
Adding existing Groups to Sites
Has something changed in the way groups are added to sites? There used to be a list to pick groups to add, but it no longer exists. Now I can only create new groups to add to sites. Am I missing something? SD+ Build 7512 Any help would be appreciated, -S
Change Type and approval guidelines
Where in SDP is the setting to control if a Change Type needs to be approved by a CAB member before being closed? We are using several Change Types but I dont see where I can control whether or not they need to be approved.
Modifying site field from active directory does not applied in requests
SDP Version : 7.5.0 Build 7512 Windows Server 2003 R2 SP2 Standard edition We have incorrect sites associated with the requesters, so I decided to modify and correct the site field in one user id from the AD then I re imported this user to the SD, now the requester has the new modified site, but in the requests the site associated with the requester did not changed, it has the same old incorrect site, and this makes the reports showing wrongly. Can we make this field modified from the requests view..?
Server won't start
Hello, since this morning, we have an issue. we can't access the web interface. We have tried to shutdown and restart the service. We have already installed the last patch. Regards, Samir
Approching SLA Indicator
Is it possible to have a visual indicator on the requests screen to show a call is approaching SLA? Thanks, Ian
Reporting features in Servicedesk Plus
Hello, I have a number of year end quarterly reports I need to get done and I'm finding it difficult to get clean reports out of Manage Engine. Let's say I want a simple report of all Request between Oct - Dec of 2008 grouped by month, I can't do that? I can group by Created Time, but that groups each individual day, when I want to group by month. This is just one of the issues I'm running into, I have many other reports that I'm finding can't be produced in Manage Engine without exporting to an
PDF attachments hidden in email generated reports
I have an odd issue occurring. I have a scheduled daily report that is generated and sends an email to specific recipients with the report as an attachment in PDF format. We have Exchange 2007 on the backend and mixed client front end of Outlook 2003 and Outlook 2007. For the Outlook 2007 clients, the daily report email is received ok, no issues, it shows the attached PDF with no issues. However for the Outlook 2003 clients, they receive the report email but no PDF attachment is visible. The odd
Change Notifications Needed
Need a notification rule for notifying requester when change is closed.
Support for Win 2k8 R1 and R2
Currently on build 7507. We are upgrading our domain DC's to Win 2k8 servers. After pointing the AD scan at a new Win 2k8 R2 server, we can authenticate for SD access, but cannot scan the domain to add new users or assets. Do you support Win 2k8 R1? Win 2k8 R2? Any feedback on a possible solution? When will Win 2k8 be supported if not already?
Assigning software licenses
Is it possible to assign a software license to a specific user without scanning the software on the machine? I have to manage several licenses "offline". Regards, Peter
Support of Computer Telephony Integration
Hello Excuse my English Hi looking supportcenter functionalities I see is one that is very interesting like Computer Telephony Integration and wanted to know if this functionality will integrated at some point to ServiceDesk. Greetings
Default Request Template
I really don't want my requestors to use the default template, is there no way to hide this form? Why does it need to be there if I've created customized request templates?
requests -> custom views
how do I create a custom view that is based on logged in user? My Open or Unassigned (in one of these groups).
Request Template, Delete Drag&Drop fields
Hi all, I have created some aditional fields in request template but there is no option to delete them, we are in 7509 build with a MSSQL DB, can this be solved with a delete query in DB. Regards Daniel
Creating a report to include ONLY a specific time range
Can anyone tell me how to create a report that would include ONLY a specific time range? For instance I need to report on all request that were created and/or closed from 4pm - 6pm on any given day.
New request from within a request
Hi, It would be nice if it was possible to create a request from within a request. For example, talking to a client/user about one issue and they mention another. Would be nice to be able to hit 'new' have the requester details auto complete and continue on. Duplicating the request involves taking out a potentially inaccurate description. Using the quick create is an option, but 'new' would save typing. Thanks.
Purchase Order Basics
Hi, I am wondering if it is possible to assign PO's to the incoming requests, so that when it comes time to do the billing, from the time spent reports, it is easy to combine the labour time costs and item purchase costs into the same report?
Custom hardware report
Hi. Is it possible to create a custom report that would display a list of computers and the serial number of the monitor attached to them? It would be perfect if the report would generate the following list: - computer name - computer model - computer serial number - monitor model - monitor serial number For example: - sales1 | HP DC7900 | CZC814325 | HP L1706 | CNC4324356 -sales2 | ................................ Thank you in advance for your reply Adrian
Custom hardware report
Hi. Is it possible to create a custom report that would create a list of the devices in a specific name range, displaying only the following details: - computer name - computer model - computer serial number - monitor model - monitor serial number For example: sales1 HP DC7900 CZC213243XY HP L1706 CNC656336 sales2 ...... Thank you. Adrian
Additional fields for software licenses
I´m looking for the ability to create additional fields for software licenses. Is there a similar function like in the other assets? Peter
Win7
Hello, Per a previous post a few months ago I reported that servicedesk did launch correctly in Win7 RC1 or RTM. (At the least with AD Auth/Pass through enabled which how I have mine setup. There is a workaround that someone posted in the thread regarding modifying a settings in your local secpol.msc). That thread is gone apparently but SD support advised Win7 compatability would be implemented in the 7.6 release. Can we get a confirmation this is still the case? It would be nice since Win7 is
Install on Windows 2003 x64
Can I install on Windows 2003 x64, MSSQL 2005?
Tech cannot access Requests for Group he is a member of
I have two Technicians, who are members of a group containing 10 people, who cannot access the tickets assigned to that group. The screen hangs, with no error, when they click the Request link to access. Noone else in the group has any issue accessing the same Requests. The tickets open quickly for these others and allow editing. All are in the same location on the same subnet.
Feature Requests
1. Ability to hide the default request template. 2. Ability to assign request templates to certain requestors.
contracts: increase 'notify before' period from 90 to 120 days
Hello We have maintenance contracts where we have to cancel the contract at least 3 months before the end of the contract in order to avoid that it is renewed automatically for another year. Due to this reason, setting a notification 90 days before is too short. When setting more than 90 days, we get the error message 'a notification can be sent no more than 90 days before' How can I change the rules in order to be able to set 120 days for the 'notify before' field? Thanks a lot Best regards, Marc
Response vs Resolution - SLA's , Priorities etc
Has anyone been able to setup priorities,SLA's , escalations based on when a technician has been assigned to a request , rather than when a request is resolved ? .. We have high priority set to a 1 hour "resolution" (there is no response time) If a technician picks up a high priority job within an hour , but it is a job that is going to take longer than an hour to resolve , The technician is hit with an SLA violation ..
CMDB work flow diagram
Hi, I have Op Manager Premium Edition 8 (WinServer2003). Now I want to implement a configuration managment database (CMDB), so I tried the demo of Service Desk Plus Enterprise Edition, but I could'nt find that I'm looking for. Because I need to watch a diagram with all of the network components (or some of them) and their relationships. Attached are some examples : Sample 1: http://sourceforge.net/project/screenshots.php?group_id=176340 Sample 2: http://eval.symantec.com/mktginfo/enterprise/fact_sheets/b-datasheet_cmdb_solution_02-2008_en.us.pdf
Mail fetch password storage
Does anyone know where the password for mail fetch is stored? We need to set up another instance using the same details, but no one can remember the password.
SD+ (7.5.0 Build 7513) Sending API call to a Pick list field not picking up the value being provided.
I have another app that I would like to send info to open a ticket using the API. I can get everything else to work except pick list to pick list. I have mirrored our group/category/Sub Category/items to be the same on both sides so that when a user selected the group etc it sends over the same value to the SD+ pick list. I have tried everything I can think of and it just doesn't work? From the other system I can have a pick list go into a text filed no problem but not pick list to pick list? Is
List of Issues / Enhancements for next HotFix upgrade
Dear Users, Following are the list of issues getting fixed in next hotfix upgrade Enhancements for this hotfix : 1. SD-21920: Support for SMTPS outgoing in ServiceDesk Plus. Issues fixed in this hotfix : 1. SD-21509: Based on the confirmation from the user who performs the change in template for a request while editing, all the field values (except Subject and Description) based on the modified template will be updated. If not confirmed by the user, will populate the empty fields of the request
Scanning non-Domain workstation.
Is it possible using ServiceDesk Plus to scan a Windows XP Home Ed. system not on a network domain and how? XP Home edition, to the best of my knowledge, cannot join a domain.
History not updated when attached file is modified
We have a process where a ticket is automatically generated, a report is run and the report is attached to the ticket, then closed. However, there is NO history recorded when the attached file is deleted, modified or re-attached. This creates a loss of accountability, since the report could have been modified and re-attached without anyone knowing.
sending mail to other sites
Hello, I have 3 sites who handles different requests. Some are created by email. Now I want requests from a special sender to automaticly be assign to a special que. For example: An application sends an email to SDP mailbox and the mail is created into a ticket. SDP should, by a buisness rule assign this ticket to a que, but this que is located in another site. When I try to create this rule I use the assign to que option (I use swedish version so I dont know the exact name in english version) but
Roles. field management.
Good time of day! I have a question: How do I prevent IT specialist to edit some fields in a designated service call him? Menu management roles can only enable/disable editing of all fields.
Compatibility issues with Internet Explorer 8.0
We are currently running SDP Version : 7.5.0 Build 7509 on a Windows 2003 Server. Of late when a technician using IE8 attempts to create a new or edit a custom view, on pressing Save we get a Page Error 500, but if he switches to Firefox, the save works. Anyone got any ideas? Many thanks Steve Lewis
hide contact number and asset field on request form
Is there a way to hide the contact number field and the asset field from the requester on the request form?
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