MYSQL default user and password
Hi We are looking at creating an RSS feed from servicedesk onto our intranet which will show the user any outstanding requests that they have instead of having to go into servicedesk itself. Can you supply me with the default user/password for the MYSQL servicedesk database. Thanks
Is Quick Search case sensitive?
Is it just me, is Quick Search case sensitive? When I search my database for "pdf" i get nothing. When I search for "PDF" i get 2 requests. In both cases searches were done without the quotes.
Can I modify the Request Type List
I'd like to modify the request types beyond the default list, but I see no way to do this.
Software query needed
If you don't mind, I need a MySQL query that will show me every software title in the system (currently running build 6010) that is currently not listed as installed on any workstation in the inventory. To clarify, when I bring up the master scanned software list, it shows how many workstations each title is installed on, and several are 0 meaning they were once installed, but aren't anymore. Since there are thousands of titles in the list, I would like this query so that it is easier to find and
Network Scan - Finds a machine multiple times - DNS issue
When looking at the Network scan to find our non Windows machines it has found some machines multiple times. The reason is that the server has two dns entries for the same IP address covering a current and a legacy domain name we use. as example ServerY has address of 192.168.1.10 it has a dns or hosts entry of 192.168.1.10 ServerY.domain1.co.uk ServerY.old-domain2.co.uk So in the workstation list I end up with ServerY.domain1.co.uk ServerY.old-domain2.co.uk It failed to login to the server as it
Robo Technician - What can it do?
The manual is a little open about the functionality offered by Robo Technician, the example given being it knows how to do a Active Directory password reset. The manual states there are three sections, Task options, Action on Success and Action on Failure. I take it the Action sections are for what to do in SD+ , and the Task options are what you want the Robo technician to physically do ( eg reset the AD password ) Can you tell it to log onto a environment via telnet, issue a series of commands
Assset detail, hot to modify hardware details manually.
I have no opportunity to buit my assets using the discovery mode, so I�m entering the asset detail (workstation) manually. I have all the information i need and i added some personal fields in the workstation details. But I�m not able to manually modify teh hardware section of workstation details. I see there is the hard disk section in the hardware task but i can�t modify it. How can i do it? Thanx a lot Serjoka
Asset name change - how to do it and retain history of item
As I am understanding the implementation of an Asset / Component within SDP 7 is that the name of the item is the unique element. There doesn't appear to be any mechanism to allow for an item to change its name over its lifetime, except to delete it and re-add it. Deleting it then loose all history of the item. Historically we have classified and item by its asset number, which doesn't change, but the name of the item may change over time. For instance a server may start life as Finance01 and then
Network Detection wrong identifies product type - how to fix
I've moved along to the next step of running the network scan to pick up the non Windows devices on the network. It found a Server on the network but has flagged it as an UnknownRouter. It is not a LINUX or Windows OS, so how do I get it to be shown in the workstation list rather than have the product type of UnknownRouter? If I delete it it will come back no doubt next scan. OS is Open VMS if that makes any diffence. Regards, Andy
admin guide for servicedesk plus
I am having trouble getting this demo up and running. a document that downloaded with it makes note of an admin guide. how do i locate this document?
Active Directory Integration on LINUX OS
How can I integrate SD on Linux OS, with MS Active Directory?
Save a template for the software notifications e-mail
All the user to select from one or more saved e-mail templates when sending a software notification e-mail. This allows a standardisation of wording to be agreed and used to assit the users with software issues such as upgrading a package or removing offending applications. Ideally it would have the ability to drop data into the e-mail using tags in the template, but that would be a nice to have after the template e-mail feature itself, assuming the subject line stayed as is , identifying the software
Add ability to select multiple software titles and e-mail in one go
At present you can only send e-mail to users once you have selected a specific software title. If you could select a number from the list of software and select send e-mail it would send the same e-mail to all users of all the software applications selected. This would be ideal to quickly notify all users of prohibited software for instance that they needed to remove it or face the consequences!
Track e-mail sent for Software Notifications
Extend the e-mail feature notifying users of software to record the e-mail and optionally create an incident. This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well. if the
Add a type to Relationships
Add the ability within the asset relationships to indicate that an asset makes use of another asset in a given way. At present all you can do is assign service(s) to an asset and have relationships with other assets. The Relationship is two way. Ideally you'd want to be able to say that an asset or service relies on a given asset(s) or uses it. For instance a work distribution system that sends jobs via e-mail operates on AppServerA. E-mail operates on MailServerB At present if you linked the AppServerA
Ability to Archive Assets / flag them not to count towards license
Provide an ability to archive an asset retaining all history about it, related incidents etc. This will reduce the impact of an asset on the license count for nodes. No new incidents would expect to be assigned to the archived asset. All incidents/ problems etc would remain visible that related to the asset.
Import relationships between assets and components via CSV
Allow relationships to be built offline and then imported via CSV. Suggest the CSV to have the ASSET NAME and COMPONENT NAME as the two fields. An Asset could have multiple components imported in the same file.
SD+ 7 Dies after enabling pass through
You know, at first I thought it was me, but I did a totally clean install and rebooted after uninstalling. The last time I Uninstalled SD+ 7. Rebooted Installed SD+ 7 Started server Pulled up Admin interface Set up the login info the AD Domain Set the requester to send an email reply upon a request Then I set the AD login and pass through then I can't access the web interface anymore. It's just not responding. Stop and restarted and nothing. Any ideas? Oh yea, installed the standard with 30 day support
Edirectory/LDAP
Is there any word on when we can expect to see edirectory/LDAP authentication in SD+ 7? I notice there are a few post about this, but no definite answer.
Requester can view question
Hi,ox I'm trying to hide certain additional request fields from the requester. I tried unchecking the Requester can view checkbox in the Request form customizer. This does remove the field from the request form, but the requester can see the field when he looks at the request after it has been opened. How do I remove an additional request field from the requester view altogether, but keeping it visible for the technicians? Thanks, Hanneke
How to restore SD+ after a server failure
HI all, i'm rebuilding a server after a failure and i need to restore SD+. I have the original folder structure from the server before the failure, and i've installed the same version of SD+ onto the new build. I've tried copying the old folders straight over the new ones but then SD+ fails to startup. 1. How do I get my data and all my configurations back? 2. How do i reapply my licences? thanks in advance!
Emailing updates to existing tickets
Most of our users correspond with the software using Email, not the web forms. When then have updates to cases they typically will just email the help desk, which obviously will create a new ticket. It would be nice if they could reference the ticket number in the subject and the email would automatically go to the existing case. Right now, we're forced to merge cases all the time when they do this. Cisco uses this in their help desk software. Thanks, Craig
Ability to use requestors field as a phone book
I was looking at the requesters list today & thought wouldn't it be good to us that page as a intranet phone listing? I use the AD import function & as it has all of the data for a phone listing it would mean only having to maintain 1 set of records. I guess it would not be too hard to present this data in read only format as a phone/email listing? Cary
Format problems when replying to or forwarding requests
When we reply to or forward requests, all the line breaks in the original message are lost. As a result it's very difficult to read the original message. Is this normal? Is there a setting or preference that needs to be set? Regards DavidM Version : 6.0.0 Build Number : 6007
Body Message in Scheduled report
When a place a message in the body of the scheduled report, it doesn't show the space in every graph. Does anybody how to solve this? Thanks
Datetime algorithm used in (TimeSpent-)reports
Hello there, As I am having trouble with the reporting module (see other posts about issues with the Reporting Module, mainly about "FAILURE :Unable to execute report"), I am trying to get some reports from Excel, by using the MySQL ODBC Connector. All this works fine, but now I have a question. I see date/time-fields converted to numberstrings (like 1191503266944 for a timestamp somewhere in October 2007). Can anyone tell me which datetime-algorithm is used in SDP, so I can convert those strings
Purchasing Process
I work in an office where we have a purchasing process already set up that will not involve SD7. I would like to use the purchasing feature of SD7 to track the purchasing for the department I work in. Is it possible to by-pass the approval process for purchasing or can I submit and approve purchases myself?
Problem while communicating with HelpDesk module
When I click on tickets with OPS Manager MSP 6005 edition I get the above error. Fresh install. Was working on a previous install. I am running this on a port above 22000. Craig
Editing Note Timestamp?
Hello all, Running build 6012. Is there any way to edit the timestamp on the notes within SD, or for the timestamp to remain unaffected? We have instances where we choose to edit a note a couple of days later, and the timestamp is immediately updated to reflect the change. Can this be turned off, or can we manually update times? Thanks in advance.
Service Desk Pro to SDP 7
can you upgrade your SDP to SDP 7 or is it a fresh load?
Java Chewing Resources, Helpdesk unresponsive
Hi all, Hopefully someone can help me with this before my license key arrives... Java.exe is chewing CPU & Memory Resources. I've just installed SD7 build 7002 on a Dual P3 1.4Ghz machine, with 2.5GB Ram and 40GB HDD space, using MySQL. Java seems to be chewing up all available system resources, even though the system isnt doing anything. I can seem to modify assets, etc or the admin side of it no problems, but when trying to modify a helpdesk request, CPU Usage goes to around 100% and the page just
Service Packs and Hot fixes question
Hi, Currently have SD+ 7.0.0 Build 7001 installed. Want to update to Build 7003 Do we have to install Build 7002 first or are these updates cumulative (ie go straight to build 7003 update). Thanks, Wayde
Backup via windows scheduler... howto?
Hello, I'm trying to create a script that makes a backup of the database. See below... But the line after "echo Shutting down ServiceDesk..." pops up a window unfortunately that asks if I want to shutdown Yes/No. How can I get rid of this question so I can put it in the Windows Scheduler? Note: Some lines in the code might be cut into pieces due to forum window size. ::This script creates a backup of the ServiceDesk database in D:\ServiceDesk\backup ::It can be run at any time, but should best be
Permissions for Requesters
Is it possible to grant view access only for Purchase Orders to a Requester without making them a technician? And if so, how? Thanks Rob
Problem with german umlauts (���) and strange format in mail
Hello, Since upgrading our Service Desk with Hotfix 7003, all sent or forwarded mails have problems to display german umlauts (���) Example: Sali z� ¤me � � wir haben einen Ausfall der PFS,� � k� ¶nntet Ihr bitte einen Auftrag er� ¶ffnen� � und mir die Case Nummer durchgeben? � � Herzlichen Dank Any idea? Br, Daniel
AD Scan return 0 found object if OU named in Russian
ServiceDesk 7.0 build 7002 cant scan AD if OU named in Russian language. I'm testing this bug: Create OU with _only_ English symbol and move to this OU one computer and one user with English login name. Run on this OU ServiceDesk AD scan for computers, scan return _one_ computer found. In a similar scan this OU to users, return _one_ user found. Make this OU name with russian symbol, scan computers or users return 0 found. If user login name contain russian symbols scan for users return 0 found users.
Assigning software with multiple enterprise licences
In typical fashion I appear to have created a new complication to resolve with the asset management section. We have enterprise licences for much of the core OS and server products, so have created the appropriate enterprise licences to assign the detected software to. However I have discovered a number of servers and workstations that aren't using the enterprise license key so I want to assign these rogue installs to either another enterprise licence calling it something like OEM version, or to
Send Email when a task is assigned to a technician
Hi, When I check this notification under Notification Rules then Save the new setting, SD+ does not indicate that the notification has been turned on by now showing the tick in the checkbox. Is this a known issue? If so how can I get around it and turn this thing on as we want to assign tasks to other techs but they are not receiving the notification. Using versions 7.0.0 build number 7001 Please assist asap as we have technician training tomorrow afternoon which is intended to cover this. Thanks
Trayicon gone
When i start SD+7 now there is no tray icon anymore (yes i am on the console :)) SD+ runs fine, but I am curious why the tray icons isn't shown.
FAILURE :Unable to execute report
We are presently testing ServiceDesk Plus and we are running into this error message FAILURE :Unable to execute report when attempting to launch any default reports. One of our key interest in this product is the ability to run reports and have charts automatically generated. However, we cannot get them to work. Any help would be greatly appreciated. Thanks
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