Filtering Workstations
Hello! Quick question. Inventory/Workstations/Filter/Viewing...can I filter workstations by additional fields, for example Location?!? Thanks
Customized View Columns
Is there a way to customize the columns choices that are available for a view? Specifically, we would like to create a view that uses the Item (as in Category -> Subcategory -> Item). Thanks
Custom Queries: Table Names?
I'm using ServiceDesk version 5.5.0 We have contracts in our database by server name. I need to create a report that pulls the contracts by status (expired, will expire in 30 days, etc) and also includes the service tag for the server name (which is also the contract name). I tried to do this, but couldn't because I did not know the name of the table that contains Contract or Workstation information. Could someone give me the appropriate table names for the report I need to create?
Cisco Equipment as Assets in ITIL Beta
How can I introduce Cisco equipment: routers, switches, IDS, IPS ,Firewalls, NAC, Wireless, etc. as assets in the ITIL BETA? Thank you. -Eric.
Help with MYSQL For Solution Import
I'm trying to import our existing solutions (in another product) into service desk but I'm not sure how some of the ID's get created. For example, I create a solution and it has an ID of 4201 in the Solution, Solution_Keyword, SolutionCreateInfo, SolutionInfo, SolutionRI, and SolutionsAttachment tables. How does it get the 4201? Could I just start at like 20,000 and be ok? Now, the KeywordID, how is this ID generated in the Solution_Keyword table? In my case its 4801. Again, could I just start with
How to "autoset" Due Date (time)
How I can define in bussiness rules that a task will be done at a sprecific time? I have some request (with a specific subject) who need to be done at 17.00, doesnot care at what time the request was made. The questions can go futher: Any request (with a specific subject - send by mail) made between 10.00 and 13.00 need to be solved till 13.30. and so on... The requester need to receive the message: "Your request is estimated that will be done till $DueByDate " Any Ideea? thank you
Reopened tickets report
Hi all, We are currently defining performance reports for our service desk and have come upon a report that seems impossible to generate using the reports generator: Number of reopened tickets for a period of time or for a technician.... We know that this information is kept in the history of the ticket but how do you get it out of there and into a report? Maybe we can do some advanced SQL queries, but which are the tables that contain this information and how would this query look like? Many thanks
ITIL edition / ServiceDesk Plus 7 ??
Hello, I've heard of ITIL edition and Service Desk Plus edition 7, are both the same? And what is the main differences between these and ServiceDesk Plus 6? If I have ServiceDesk Plus 6 can I upgrade later to ITIL edition or edition 7 ?? :?:
Custom Fields by template
We are close to purchasing servicedesk. However there is one very important feature lacking that we must have. We must be able to create custom request fields, then apply them to certain templates. For example, I need to create a template for Security Changes that has the a User Name field, and Effective Date field, drop-down boxes for Location, etc. I only need these fields to appear in the Security Changes template. Can servicedesk do this?
error while scanning some workstations
I keep getting the following error when i try to scan some workstations on my network; Connection to RPC server in the workstation failed. Also this error; Either access denied for the user or the remote DCOM option might be disabled in the workstation.
Embeeded link in email points to blank request
We are having a problem wherein the embedded URL in email messages is taking people to a new request instead of the request being referenced. An example of this is: http://OurServer:8080/WorkOrder.do?woMode=viewWO&woID=196 We are running build 6006. Any ideas?
Report question, merge assets and contract details
hi i recently ran into the problem where i wanted to see all my sim card, and their contract details when running an asset report i can get the contract name and contract vendor listed but not the contract expiry date when running a contract report i can get the contract name, vendor and the start and end date but not the actual asset it is covering i am not a sql wizz so have no idea how to do a custom sql query to achieve this but IMHO this should be part of either the contract reports or asset
Custom Reports - Pending requests by Authoriser
Can anyone help with creating a report to show outstaning requests by authoriser? I want to be able to show who hasn't authorised outstanding requests. I use ServiceDesk 6.0 Thanks
Change date to UK format
How can i change the date format to UK standard? My british customers get confused with the american format!
Adding PC's to inventory manually using a CSV file
As you can see from the title above I want to manually add all of my PCs to the inventory. Is there a way to do this. To answer a question that I know will be asked: Why not simply do a domain scan? Because our network is not up to the task, is across slow WAN links and because time is short and I need to be sure that I can scan an office in another country when they are there and not asleep and thus PCs are off. Can anyone help with this please?
Business Rules - Failure Error
Hello, I use ServiceDesk 6 Plus Free I can not add new Business Rule. Regards, Vadim
Report with task
I want a report : Request + task(s) It's possible??? Where is tasks in bd schema??? What is the name of the table??? Thank!
Extra Fields for AD scan
Hello Support, Sorry if this has been posted I did a search and couldn't find anything, but the question I have is it possiable to be able to bring more fields from AD? (i.e. Office as we have more than one location and it can be nice to know were the user might be logging the ticker from) Thanks Michael
Archiving tickets
Hi guys, Is there a way to archive part of the tickets and those tickets to be available if needed. If this is not possible I would like to know if I can start with a fresh database, but keeping the old database structure (groups, SLA's, etc...). Thanks
Java.exe eat up the memory during import requesters from AD
I tried to import a bout 3000 requester from AD but the system imports about 1000+ and the rest failed to import. I�m running the system on windows 2003 server with 4GB of RAM. Java.exe eat up the memory until it reach 1.9 + or � then it�s failed to import the rest. Regards, Hassen
Error Restoring Database from mysql -> mssql
I followed the instructions for updating both the "hotfixs" for ver 6.0. Started, stopped server etc. Works fine with mssql. Make a backup, change the database to mssql, restore the database and get the following error. ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup
Windows Domain Scan : Default options
Is there a way to stop new workgroups and domains from being tagged as "Public" by default? The default causes us issues with the self-service portal if an extra workgroup appears on the LAN. Thanks
Same Username, diferent Domain...
Hello I have SD+ v6008 installed and I detect a problem with my environment. I have 4 diferent domains in my forest (Win2003) and I have some user that by coincidence, have that same username ex: DOMAIN1\asantos (Anabela Santos) DOMAIN2\asantos (Alice Santos) And when the "import requesters from AD' is activated, the data of the requester user from the first domain is overwriten by the second one. Then the first user (requester) cannot login in sd+ to open a problem (for ex.) Is there anyway that
Sub Category and Item not showing in request
I am using build 6008. I have created some preventative maintenance tasks. The requests are being generated fine, but the sub category and item that show in the template do not show in the request. Instead what is shown is "Select Sub Category" and "Select Item". I have cleared the cache, I have deleted all PM's and created new ones. Still the same. Any ideas?
Admin Problems
I am logged into the administrator on ServiceDesk Plus and when I try to scan a single computer is says it has failed because Either access denied for the user or the remote DCOM option might be disabled in the workstation I am stumped what do I do?
Scheduled report is blank
I have a scheduled report that goes out every week. Today the report was blank because no data fit the criteria of the report. Is there a way to stop ServiceDesk from sending out the report out if it is blank? Thanks, Carolyn
Escalating a call
currently the way service desk does this is to add a task and assign this to another person, the problem we have is we cant run reports on these tasks to see what the technician has done, i thnk the correct way for this is to have it create a new reuest that is linked back to the original call, i believe this is a major feature that needs to be done as well have call that one person needs to control and be responsible for but same time needs to allocate part of that request of to another person,
Asset Value
our finance deparment would like to be able to see an assets depreaciated value. basically they want to input a intial cost of the asset, give it an end of life date date and at any time have it automatically calculate the depreacted value. so if an asset was entered on 1/1/07 with an initial value of $100 and was out of service on 1/1/11 then on 1/1/08 if they look they would see a value of $75.
User and Department in Workstation.
Would it be possible to make it so a workstation could have both a user and a department? For example, many customers are specifically assigned to an individual but that individual is in x department. David.
Microsoft Outlook Integration.
It would be great if SD+ integrated with Microsoft Outlook. For example, if W.O.'s appeared as tasks in Outlook, and repeating events appeared as calendar items. Perhaps even if there was an SD tab in Outlook that would automatically login the user and bring them to the dashboard. David.
AD Import filter
Can you please add the option to filter the AD import on key words like guest, test, etc. Thanks!
purchase approvals
one little feature that would be handy, is it poss for you guys to include a button to approve a purchase so as to approve multiple purchases (or approve a purchase without having to open and view all the details) hope that makes sense :D
Request Closing Rules
Greetings Is it possible to add functionality in "Request Closing Rules"(help desk module) which will alow to set this rules for different status than "close' ? We are using status "solved" for finished requests and then after confirmation from user we are closing requests. Regards
Arabic Language
When will you add the Arabic Language to the SD+ if you need any help in doing so i will be more then happy to do so. :D
Request Approval - Automation & workflow
Hi, we're trying to implement a kind of approval workflow with SDP for a customer who's ISO certified and need to follow a certain approval flow. Unfortunately SDP doesn't provide much automation in this area: I' d like to be able to create a criteria filtering a specific Request template and then, as an action to process the request, to send it automatically for approval to a specific person (maybe with a specific Role, something like SDRequestApprover). Hope I've been clear, it would help a lot
Change Due Date Permission to Roles
I think that administrators should have the option to assign Change Due Date Permission to roles. As it is right now the only user able to change Due Dates from what the SLA assigns is the Administrator. I think that we can all agree that SLA's are not a complete solution for assigning due dates. Technicians should have the option, if the right is given by the Administrator to change the due dates on a request. I find myself having to give administrator access to all my technicians just so they can
More Robust Email Notification
It would be nice if we could send out notifications based on conditional statements in addition to the preconfigured logical checkpoints (such as, a new request created, etc). Also we should be able to get more granular when sending a notification when the request has be "updated". "Updated" can refer to any change made on the request, we should be able to break it down and only send a notification if the request was assigned\changed a technician, etc...
Update / Add Notes to request via Email
Is there a way to update a request via email or add notes to a request by email? Thanks, Scott
Software
There are not too many options in Software currently. What I would like to be able to do is to list my software on each Workstation including the serial numbers. Is there a possibility that we can add configurable fields to Software so that we can add in a License Key and /or Activation Key as some software require two keys to install and it would be very handy to be able to keep a track of these. Thanks
IT Manager Role
Hello, I have been reading multiple posts on this topic, varying in uses but all along the same lines. I have been told about the department head workaround but we have multiple departments and multiple department heads and I do not want to have each department head viewing thier departments tickets. WHat I want is for our IT Manager to have the ability to view all tickets in the system and oversee the system as a while while not actually being a tech. Another feature to go along with that would
Next Page