search for a solution keyword?
Hi there, I'm trying to test the search function under Solutions tab. So I put in some words in the text field and hit the Search Solutions button ... and I find it really buggy. For example, I open up the solution ID 1: To move data from one installation from another. This one is already created on install. And according to its keywords entry:backup, restore, migrate, Changing the server But if I put any of those keyword in the search field, it found none. Trying the following words that exist in
Request does not fall under your permitted scope.
Hello, We are using build 8112 and for some time now we have users getting the following message: "Request does not fall under your permitted scope. so you are not authorized to update the same." If I remove the user from the "Not associated to any site", Add them back to it and there groups it works for the day...sometimes two days. It's completely random with who it happens to and when. This was a great fix when it did it once but now with the amount of time it happens it is no longer a fix for
how to import switches into ServiceDesk
Dear all How can I Import switches through ServiceDesk? While I want to scan the switch it asks for Scan Type and type name Switch does not have these information I need to give the Snmp. Could you please tell me how can I do that? Regards Negin
Auto-generate 2nd ticket
I'd like to auto-generate a second ticket when an employee deactivation request is submitted. The second ticket would be routed to a specific technician to complete his part of the deactivation process. I've searched the forums and internet and cannot seem to find out how to do this. Thanks!
Generating 'Scanned Software' reports
I am looking to generate a scanned software report. Currently, I am using the following query: select SOFTWARENAME,SOFTWARETYPE,PRODUCTVERSION,COMPANYNAME,WORKSTATIONNAME from SoftwareList sl LEFT JOIN SoftwareInfo si ON sl.SOFTWAREID=si.SOFTWAREID LEFT JOIN SoftwareType st ON sl.SOFTWARETYPEID=st.SOFTWARETYPEID LEFT JOIN SystemInfo sys ON si.WORKSTATIONID=sys.WORKSTATIONID order by 1 However, the CSV export this query generates is not in a database-friendly format. Is it possible generate a 'Scanned
Tasks can only be viewed by Technician Group
When a task is created to a Technician Group it should only be able to be viewed by that group. Not all task viewable by everyone (To global and not very secure)
aproval remainder
the service request have some aprovals, is posible that one of them don't see the first time the email, that request thir aproval, is posible configure a remainder each 2 days, etc... until this user aproval the service request?
Can I automatically set a due date in task
I'm doing a Incident Template with task in it and I would like to know if SD+ (8112) can automatically add a due (end date) to each task ? Thanks Frikdel
Create Sub Department?
can i create sub Departments in the each deprtment? another question please what is Cost Center is useful for ?is it just label to be inserted in the purchase order or can i make any accounting operation on it Thanks
List Support Groups and 'Unpicked' notification to
Hello, I am trying to create a query report showing who receives the Unpicked notification for each group. I tried the query below, but it's not giving the correct results. select distinct queuename "Support Group", au.First_Name "Unpicked Notification" from queuedefinition qd Left Join queueEscalation qe on qd.queueid = qe.queueid Left Join aaaUser au on qe.escalatetoid = au.user_id I'm not quite sure what I'm missing. Any help is appreciated. Thanks, Sheila
Operational Hours
Whats the use of Operational Hours. Is it just information or determines ticket assignment? CHeers! Julian
Failure in upgrade (8027-8100)
Dear Support team Greeting Please help I am having problem in upgrading SD from 8027 to 8100. I got this message when I reached 99% of the upgrade process " Failure, Please check the link" I went through rollback procedures and was successfully back to operation with the previous version. I do not know what was wrong. The following are the last output from the log file (Please help!) ep 12, 2012 7:26:58 PM [SYSERR] [INFO] : at java.lang.reflect.Method.invoke(Unknown Source) Sep 12, 2012 7:26:58
servicedesk plus and support-center, how do they fit together?
Hi, We as a support department (within a retail comany) have servicedesk plus , our customer service department want to try out the support-center product. Whilst I could install it standalone and seperate to our servicedesk installation, I would like to find out more about how these could interlink, has anyone any experience in having both these products and how to take advantage of having both products? The only thing I can think of at the moment is when a customer service ticket needs IT
Unassigned Time Report
I need a query to show me how long you were a ticket without being assigned. Ideally that allows me to select a specific support group, select a time range and is the last month. SDP Professional 8108 MSSQL Fields: request_id Date / time create Date / time assign Hours / minutes without to assign Group Category Subcategory Thanks a lot! Mauricio
Service Desk Plus for non-IT task management
I'm the IT Director of a large travel company, firstly I would like to compliment ManageEngine on their products, we are using AD Manager, AD Audit, Exchange reporter and ServiceDesk Plus. I would like to find out from the community if anyone has managed to successfully use ServiceDesk for non-IT service management. We have a number of departments that are responsible for support functions within the business and are required to fullfil SLAs. For example, central data capturing and our internal
Critical : Error while invoking backup. Table not found.
ERROR = *Base table or view not found, message from server: "Table 'servicedesk.arc_servicereq_2708' doesn't exist" * Query = SELECT max(WORKORDERID) FROM ARC_ServiceReq_2708 v8112 MYSQL
Reply Formatting
Hi, we are using the system internally before rolling it out to our users and have noticed a few issues with the formatting of the reply feature Browsers: IE 8 & 9 SD+: 8.1.0 Build 8110 1) When you open the reply window, there is no cursor focus. You need to click into the body of the reply to begin typing. 2) There is no open response area or blank area in the reply body. You need to either delete the existing text or position the cursor above and return several times to create an area
CMDB data feed connector
We are interested in purchasing the CMDB module of ServiceDesk to house our application universe model. One of the questions from management is in regards to diagramming the data feeds and FTPs that happen between servers. Does ServiceDesk have the capability to diagram any data transfer dependancies between assets? If so, how can you go about creating this? Thank you. Dave
How to verify that its the agent that scans instead of wmi?
We have just started to use the agent, we have set up the firewall but is there a way to verify that its the agent that scans instead of wmi when we do a scheduled scan? Can it be added in the information about the computer how it was scanned? I know the agent work since I have it to scan at boot and I can see in the history that a scan was uploaded a few minutes after boot of my computer. Best regards Peter Samuelsson Sodra Skogsagarna
changes-updateing
I ask if ServiceDesk plus can give me ability to keep track of all updates which are happen in my network? say i would like serviceDesk plus to notify me when new software installed, when any workstation IP address changed, when any server has low disk space <10%. So can i see all these updates and monitors which are happen? Thanks in advance
Users access control
I use SDP 8.1 trail How can i set to every server or every workstation has special user? say i have: 192.168.2.1 --- 192.168.2.50 and 50 users, i want to set to every user a permeation to be the owner to his workstation. From where i can set it? Thanks in advance
Questions on roles/security
Hi, I am looking for a way to create a security role for a person that needs to register and maintain assets. However, I can't figure out how I can allow them create new products with assigning complete admin rights. Can anyone point me in the right direction? If this is not possiblen, how do you manage adding new products?
Unable to seach assets
Hi I am using SD ver 8.1.0 Build 8110. Recently I am unable to search assets by bar code, Asset tag, product name, or even serial numbers. I search from the search pane one left hand side. I can search request by request ID and the rest of the system seems fine Can anyone help me trouble shoot Thank you Tru
Upgrade Failure 8027 to 8.1
Please could you take a look at the below logs and assist me upgrading SDP from 8027 to 8.1. The error I receiving when attempting to upgrade is,
Scaning VM/host and guests
I use serviceDesk plus 8.1 trail version I ask when i scan my network or domain, if i have physical server which has several VM/server inside, after the scan end, what will exactly appear with the result in IT assets? - The scan will count and appear only the physical server? - The scan will count and appear the VM/ guests servers without the host server? - The scan will count and appear the VM/ host and guests server? i used oldest version of serviceDesk plus 7.6 and this is one of the biggest
Where to find log information about email sent from service desk
Hi, Email sent from servicedesk to external email address and the user did not received it. Email sent few days before. Now to check log if I go Support > Support Files > open Log file in Server\logs but that showing all information from yesterdays only how to get information on specifict date log files? Regards, Prakash
Number of emails
Hello, I have a department who use SD+ and would like to count the number of emails received a day, this includes replies to existing calls. How can this be reported as I can currently only see how to count the amount of emails that are new calls from a day? Any help is appreciated Thanks, Mike
Group and Technician got updated as none while making changes in Default template
Hi, I have 3 groups grp1, grp2 and grp3. and i have created request template for each group - Temp_grp1,Temp_grp2 and Temp_grp3. all my requests are getting created thru mail, hence the tickets are getting created under default template, and while closing the case the techincian will change the template to belongs to their group. So many techinicans were closed their request under default template, so to prevent using the default template, i have removed the group and technician name from the default
Software on workstation query
Hello, I have this query that reports on a particular software installed on all systems. How could I get the report to also show the model of workstation or if it is a server or workstation? Thanks. SELECT WorkstationName 'PC Name',softl.SOFTWARENAME 'Software Name',softl.fileversion 'Version',aaaUser.FIRST_NAME 'User' FROM SystemInfo sys LEFT JOIN SoftwareInfo soft ON sys.WORKSTATIONID=soft.WORKSTATIONID LEFT JOIN SoftwareList softl ON soft.SOFTWAREID = softl.SOFTWAREID LEFT JOIN SoftwareType
SLA Escalation based on Site or Group
Hi is it possible to assign SLA Escalations to certain Groups or Sites? When I set up a rule to trigger the SLA escalation I don't have the option to choose Site or Group... Is this possible?
Need to add Group field in the Change Module
Our SDP Version 8.0.0 built 8013 Can we add the group field which in request module in the change tempalate.i
Organisation Unit attributes
Hi, We would like to manage organisational unit specific attributes, is there a way to do that? Thanks, Cédric
Can't Access ServiceDesk on iPhone
So I have the latest build of 8011. I can pull up the login screen on my iphone but can't login for some reason. It just keeps saying, Username or Password is incorrect... Any suggestions? Keith
Service Desk Plus - How to Offload SSL?
We are going live on SDP on Monday and have set it up behind an F5 Big IP LTM and are attempting to offload ssl encryption and decryption for external access allowing the F5 to handle the encryption\decryption. Typically, the application needs to be aware that SSL is being offloaded. Is there documentation on how to make this work? Testing http access through the F5 works fine. When we test https access, I can get to the main page and login (security log shows that it is successful) but then I
Should services be managed like assets?
Should services (web sites and services, in our case) be tracked as assets in SD+? If not, what is the best way to keep track of incidents, solutions, changes, etc. related to things like this? The relationship is something like this: one or more services may run on one or more servers.
Issues with remote asset explorer server
Please I have deployed Remote Asset Explorer and currently facing some problems 1. Asset Tag was manually inputed for all workstations but when you export to the central AE it does not reflect eventhough its showing in the Remote Server 2. Unable to assign department and change the state of an asset in Remote Server eventhough I have logged in as administrator
Agent installed but showing as not installed
We do a discovery scan daily at noon and sometimes after the daily scan has performed it shows 640 computers with no agent. And if I do a manual scan of these 640 computers that number drops down to 60. Is there a reason why sometimes the discovery scan would not be able to detect the agent but the manual scan done immediately after would? This is more of an annoyance than a serious issue but it is still annoying.
Report on templates used
Is there a report I could run to see the count on the number of templates being used over the past month? I am trying to remove some old templates, but want to make sure they are not being used.
Feature Request - Make asset remote control available on New Incident page
We just upgraded to 8112--I love being able to use DameWare MRC with SDP now. We originally migrated to DamWare because this feature wasn't currently available in the current version of SDP at the time, and it still isn't today. When creating a new incident, you select the asset associated with the user. However, before you can get the link to initiate remote control with the asset, you have to save the ticket first. I don't want to create a ticket, enter some very basic information about the incident,
8112 - Unable to enable "Pass-Thought" Authentication
Hi all, I've read so much about this yet I still can't get it to work! I have set my domain name, DNS server, Bind Sting, DNS site and manually created a Computer account called sdpntlm however when I enter the password which is password and hit save, I'm getting the attached errors. I have tried running the scripts provided however they don't seem to be working. Can anyone help? Thanks, Chris.
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