Modeling virtual environments
I'm interested in Service Desk Plus, and I have the Enterprise demo installed. I can;t quite visualise how to model a typical virtual environment, in the CMDB part of this product. I have Multiple VM Hosts, these form my VM Cluster. I have Multiple VM Guests, these require the VM Cluster to be available. Thinking about assets and thier relationships. I would intuitively want to define that VM CLuster *contains* VM-Guests. But it seem only components can be contained. Similarly I would intuitivly
Paste screenshot in online Request Generation
Users should be able to paste screenshots of error messages, notifications, etc., into the online request submission form. As of right now, they would have to paste the screenshot into a Word document and attach that document to the request.
Ability to not allow the requester to add notes on a closed request
Ability to not allow the requester to add notes on a closed request
How do I view the properities of scheduled reports
I have 2 reports running one sends a html atachment and one sends a Xls file i want to remove the Html report from running
Double Requests
Every time a request is added, it will be automatically added twice. every request will make a duplicate with different ID.
duplicating department
under what circumstances does the departments duplicate in sdp? i deleted all duplicates and now again i have some departments duplicated??? how does it happen??? i'm pulling the users from active directory on a daily basis. how come sometimes i have duplicated departments and users?????
Requestlink
We have changed the port from 8080 to 80 but when assiging calls the request link still says 8080 at the end how do you change the $Requestlink in the content variables?
Popup Alerts
Is there a way to create a popup window either at the log in screen or right after the log in? I know there is an annoucement section on the main page but no one seems to read them.
Duplicate Request
Hi, We are testing the new version of the ServiceDesk+ and are with a problem. When we open a new request, this requeste is duplicate. It follows in attach some logs and one printscreen of the request duplicate. We need a tool of helpdesk in our company, but with this problem we cannot implant this solution. TKS ! Renato
sort tickets by date as default (latest on top)?
hello all when I search for a certain keyword, I always receive the hits with the oldest on top of the list. Can anyone tell me how to set default with the latest date on top? Can't find it in the admin settings... Thanks!
Asset Management Query - User Rights
Just want to check my understanding , there is no way to create a technician user that can just update non IT assets, for instance to keep track of telephones and mobiles, whilst not allowing them access to change workstation info etc. Don't want to submit a feature request for something that is already achieveable. Regards, Andy
Change notification fixes in 7013
Is one of the areas worked on relating to the messages with subject line Denied by $ApprovalSentTo and Approved by $ApprovalSentTo Just after 7013 I'm getting change notification messages being sent with those as the actual subjects. Do we need to go back into the nofications and rebuild them to fix this post applying the service pack? Regards, Andy
Domain scan finds same computes twice
Our computers are in domain N: vvv.ee the domain scan finds computers like pc001.vvv.ee and pc001.dyn.vvv.ee and a lot of the names are like so. Why does it find the same computer with different ndings. And amazing is that with not all the computers only like 50 from 300.
Crystal report showing deleted/merged requests
I've created a report using Crystal to display a certain departments incidents during the last month. However it seems to be pulling out incidents that have either been deleted or merged. I've had a poke around the database and can not see any fields similiar to "isdeleted" which relates to workorders. Can anyone shed any light on what field, and in which table is responsible for hiding merged requests please? Cheers
Workstation Audit Report
Hi I am trying to create a report based on the AUDIT settings in ServiceDesk. I have everything working except unable to perform a WHERE clause with the AUDITTIME and <from_today>/<to_today> templates. Wether I take the AUDITTIME out of my WHERE clause or leave it in I get the same results. See code below: SELECT DATE_FORMAT(FROM_UNIXTIME(wsah.AUDITTIME/1000),'%M %d, %Y, %k:%i') "Last Scanned", wsah.AUDITSTATUS "Scan Status", workstation.WORKSTATIONNAME "Workstation",deptDef.DEPTNAME 'Department',wsfields.UDF_CHAR1
good old Vista
I've got a laptop on my Network running Vista, every time the user tries to log on to Service desk I get nothing... anyone else have/had this problem and any solutions?
comestibles disaster spreads across the globe.
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congratulations advent net
You're so confident in your program you have to screen all none registered members, so I thought I would take the time to sign up, just so as I don't get filtered, congratulations on the most thought through process. Note: Your post has been edited by the Moderator
MS SQL -- Time Format Change
Anyone know how I can change the format of my time from HH:MM:SS to h:mm:ss? Also, my date format is day\month\year, I would like to make it Month\Day\year. I am running MS SQL. Any help is appreciated.
Custom Report
We want to show all the description with the id request number. But when we created one report with this condition, we realized the field of description is cut. Can I change the length of this field or exist another way? For us is important because, we need to send this report to some people, and those have not access to the system. Best regards. Esteban
Item field - Mandatory at close, not working
Hi We have the Item field set to mandatory in the Request Closing Rules screen. However requests can be closed without this field being populated. This field is NOT set to mandatory (under request form customizer) for creating requests. Have searched the forum and it doesn't seem that this bug has been previously raised. Regards Minya
How can the default administrator password be reset
G'day, For some reason the default administrator account with password no longer works. In previous posts, there is mention that the procedure can be emailed. Can SD Support please send this procedure to me?!? Cheers :)
Updateable Department and Site on the Request
It would help us greatly to have the requester's department and site right on the request, maybe next to the requester's name. Technicians should be able to change the department and site, because some requesters work at more than one site (more than one PC) in the course of their workday.
AutoAssigning Tickets
Hello, I'm curious as to whether or not there is a way to auto-assign system tickets? Currently we have our users create tickets by sending mail to SOMEEMAILADDRESS, and it creates their ticket, and all works well. However, if we create a group for a certain task, or set of systems, we'd like for the ticket to automatically get assigned to that group. I am hoping there would be a way where when users/management create tickets via email, they can have something in the subject that the system can search
Category List
Hi all, I am in the process of creating category lists (not yet live). I have over 300 applications entered so far. Next I need to add four items against each one. Is there a short cut to doing this ? I am really not looking forward to it...... If I was to do this via the MSSQL tables, would that work / be quicker ? Here's hoping !
Password Expiration
Hi, I am using WebNMS 2.3 SP7 I have problem in creating account with password expiration. It immediately gives me a password expiration message, even after resetting the password age using UserConfigAPI. In DB password age, expirytime and userstatus all are fine. Kindly help me in this regard
SDP Crashes when changing Technician Details
Has anyone else had this problem? I need to make changes to some of the techicians details, i.e add me to the PO approval group etc, but when ever a tech with admin rights (either remote or local) goes to edit a technician the SDP crashes. (Tray icon disappears and tries to reload and fails.) I manually have to stopdb.bat and then type startsdp.bat to restart the helpdesk. I'm using 7012 and have downloaded 7013, but this problem has been existant since about 7008, never really worried about it until
Technician Can't see unassigned requests
Hi, We have just upgraded from version 6 Pro to version 7 (7012) ent edition. I can see all unassigned requests in service desk, but one of my technicians (who has the same 'role' as myself) can not. We are both in the same groups with the same roles. His dashboard says unassigned (request by technician) as 24, but when he clicks on it, it will only show him 1 unassigned request. When I click on it I can see all 24 unassigned requests. He is our main dispatcher and needs to see all requests coming
Cannot apply SD+ license file
Current SD+ 6010 server going end of life. So, on new virtual server have started with old v5.5 install and run up through all the same patches as old server up to 6010. Imported old database fine, but when I go to apply the license key I get "Please apply a proper license file". I noticed when I used run.bat that jndi.properties was missing on new install - copied over from old machine but makes no difference. Fortunately the old server is still working but can anyone tell me what's going on? Both
Error Changing Domains from Public to Private
We have a number of domains that show up when scans are performed on our networks. Instead of removing them each time we set them to be private so that they don't show up on the login screen. No we have a new domain that has shown up, and when i edit the new domain and untick the public box, the other domain (our default one) moves into the private domains instead of the new one. if i try and edit our default one it comes up with the following error FAILURE :Exception while updating the Domain. Please
New issue after 7013 patch
We are now getting the following error constantly.. Error in function populateListbox TypeError [Line:492 :xmlResp.responseXML has no properties Any thoughts? Greg
Does local admin count as a technician?
Hello, using ServiceDesk with AD and all technicians are AD accounts. I've previously maintained a local account for admin reasons if there were ever problems with the AD authentication. We now need to enable another tech but this looks like it is going to push us over our license limit, so I would need to lose the local admin it seems or upgrade. Is it possible for the local admin to not count as a technician or do I just have the thinking all wrong here?
Unable to delete a Request
I've been trying out using templates with built in tasks but have found that I can't delete the request that I created as a test. I can't delete the associated tasks either. Back in the template, I can't delete the tasks or the template! I am still able to delete "normal" requests. Has anybody come across this before? Is it expected behaviour? I'm currently on Build 7011, scheduled to install Build 7012 later today, using an MS SQL database. If anybody can help, I'd be very grateful. Adam B
Request closure issue
I get the following error: FAILURE :Request cannot be completed. Please fill the following fields -impact When i close a request. now i know this is due to the trial we had being enterprise and the code we bought being professional. in the pro version you can not view or edit the ability to change impact. in the enterprise versions you can. we are pretty sure we turned off mandatory impact before we added our licence code. this is quite a serious issue as the system is now live and we can not close
SSO
We are having an issue where if there are no IE browsers open and you click a link in an email that goes to a job, or open a shortcut to helpdesk IE is prompting for a username and password. Entering your username/password takes you to the page requested. With IE already opened, when you click a link or open a shortcut IE does not request a username or password. Has anyone else ran into this issue and does anyone know a way to resolve this? We are using buid 7012, IE 7. Thanks, Matt
Can't backup SD
Several days ago my colleague dropped SD`s DB by issueing some stored procedure directly. I can't figure out what stored procedure he run and to tell the trues I even don't want to know. I just restored DB from backup copy and restarted SD. And it worked fine. Till today. I tryed to make a backup using backUpData.sh script and it failed to complete. Here what it says: [root@megaraid bin]# ./backUpData.sh Starting.... Active DB Server = mysql Database connectionProp : useUnicode=true characterEncoding=UTF-8
'My View' Can Switch Between Requesters Tickets or Entire Helpdesk
The 'My View' option for a requester only shows statistics for tickets they have submitted. I would like the user to be able to see stats for the entire helpdesk (requests only to beging with) as well so they can see the current workload. The counts I would like are 'Submitted this week', 'Closed this week', 'Pending total', if limited to three as is the case for the requesters counts only.
Alert on new tickets with no technician response
I would like to devise a method of sending an alert to myself when a ticket has been created in our SD7 queue and x amount of time (eg an hour) has elapsed without a technician responding to it. The system responds with an auto reply, but I want to improve our turnaround times by getting a technician to respond within the hour Any advice would be appreciated Thanks Anthony
Auto Signature block
It would be nice if service desk had an auto signature feature similar to that of microsoft outlook or other popular email clients.
User Portal and Categories
Hi there, I would appreciate some real World experience/observations of the following: I am currently configuring the categories in SDP (not yet live). I see the customer portal (requester login or whatever you call it) as being very useful in this organisation since we have 24 hour sites but 9-5 Service Desk. I am creating the categories from an IT staff perspective and keeping in mind the need to be able to escalate, assign SLAs etc against specific categories/items. However, users have a different
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