Adding fields into the Incident Template
Hi, I was wondering if it was possible to add Business Services and IT Services fields to the default request template and linking them with the configuration item types Business Service and IT Service? Thanks, Peter
Added an attachment to a request using REST API?
Hello, We have sucessfully implemented a lot of REST API functions, but now we are stuck because we want to be able to add an attachment to a request. I can't seem to find how in the servicedesk admin guide, can someone help me with this? Kind regards Steve
Item in Report
How can I get the "item" information into the following repor? SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID WHERE (wo.DEPARTMENTID = 1) AND wo.ISPARENT=1
Atlassian Crowd Integration
Has anyone successfully setup ServiceDesk to authenticate to either Atlassian Crowd or Apple Opendirectory (with aliases)?
issue with approvals
Hello. We have a one issue with approvals in sdp 8.1 last build. We are created a new custom status(for example "test status") , and choosed it in option "While a request is waiting for approval, stop the timer and set request status to" then we are created a new ticket and submited for approval. and ticket status changed to "test status" and approval status changed to "pending approval" after first approval ticket status changed to "open" and approval status change to "approval" then we are manualy
How to delete "Service Fields" from the Service Catalog "Form Designer"?
How to delete "Service Fields" from the Service Catalog "Form Designer"? I have a few that are redundant, and I want to remove them from the Service Fields list. Thanks. Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Cannot configure database server because compatible to build 7605
Hi, We are running build 7605 in production. I am trying to do a trial run of our disaster recovery procedures so that we are familiar with how to restore the system in the event of a failure. However, I keep running into the attached error. this is what I have been doing: Restore a copy of the virtual machine that hosts the application and rename it so it does not clash with production coy Restore a copy of the database to this machine (in production it is hosted on a seperate MS SQL server) Run
Checkbox wanted
I would like to have the checklist-feature. For example: To create a new user account there are about 20 very short and simple steps to do. I want a simple checkbox field, where I can mark the steps I have done. To use tasks is too complicated and takes too long time for technician to handle. This time we print out the sheet and check by hand ... would be nice to do it online at SD+ It works to fill this checkbox-fields in the text-box (solutions). But I have to be in text-edit-mode to store the
Assign to Group in main Requests view
Hi, in the main Requests view you can select single techinican to assign to froma drop down list. That is handy if you wish to assign multiple tickets at once to somebody. Problem is that you cannot do the same to assign to group. Since our company is organized in teams you just find a very long of anonymous Techcians (since not all people for a team know all the people in other team) while it would be far better to just see Team names there. Have you got any proposal to workaround that? Thank you
Not getting notified about prohibited software
We have it setup to notify us about prohibited software but aren't getting an email during a scan for affected systems. Does this only notify if the scan is scheduled or should it notify for on demand scans? I removed a system that has known prohibited software and ran a manual scan and still didn't get notified. It does show the affected workstation under scanned software/prohibited.
business rules is not working for Service Catalog
I have a business rule: Execute when a request is "Edit" Turn on cascade execution Override request values with Business Rule values criteria: Request Type is "test type" action: Change Status to "test status" If i create a request from button "New incident" and then change type of request business rule is working, but if i create request from Service Catalog, busines rules dont work. The fields of both reuest are the same. Why business rule dont work? Thank you. 8.0.0 Build 8022
Auto update to next build.
Hello. Tell me please can SDP update to next build automaticaly?? Recently for some reason our database build was upgraded to 8027 build. And our SDP was crashed.
Add request without using web browser?
I want to implement sending requests to Service Desk using custom program or email but I have no luck 1. 1. I have tried to send custom POST message – it works but it demands to fill username and password. I don’t want to ask user for u/p and then send this every time over network. I’m understand that I can’t use Windows Authentication to send request from application? 2. 2. Another option is enabling mail analyze based on topic content. I have enabled this option, set topic text key word
SDP 8.1 styling problems
Since upgrading to ServiceDesk 8.1 I have had some issues with the styling of the pages. I initially resolved this using Ctrl+F5 to clear the cache but now it has happened again - the buttons for each module are not showing There are also HTML tags appearing in service catalogue template descriptions, as shown in the screenshot below.
Mail server settings
After i changed mail server setting-outgong select Requires Authentication then sending email failed and result is 530 5.7.1 Client was not authenticated in log.so what's problem?
Backup Error
Hello, My ServiceDesk+ backups have started to error (last 3 days of backups have failed with this error, using 7.6.0. Error below. java.lang.Exception: Unable to get the data from [AaaAccAdminProfile] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingCriteria(SDBackUp.java:626) at com.adventnet.servicedesk.tools.SDBackUp.dumpTable(SDBackUp.java:618) at com.adventnet.servicedesk.tools.SDBackUp.startBackup(SDBackUp.java:320) at com.adventnet.servicedesk.tools.SDBackUp.process(SDBackUp.java:82)
Report of asset relationships
I would like to create a report that lists all my workstation and/or servers and assets assigned to them. For example: Workstation 1 Monitor 1 Monitor 2 Phone Scanner Workstation 2 Monitor 1 Printer
Database
HI, Why we use the MSSQL database? Regards, Vaishali
Service desk 8.1 styling issues
Since upgrading to servicedesk 8.1 there have been various styling issues with the page layout. I initially resolved this with Ctrl+F5 but the buttons at the top, as shown in the screenshot below:
How to create multiple requests at once?
How to support complex requests like new hire, that could be handled by several support groups at once. Using tasks inside tickets is not a nice way because splits specialists work queue into two (and tasks have no separate tab). At first sight there should be a multiple (linked) copies of initial request (in parallel), assigned to different support groups. Please give me idea how to create this copies - by mail server?.
Scan problems
Hello. I'v setted up a trial version of ServiceDesk Plus 7.5.0 Build 7512, Enterprise. Then I'v started network scan, using IPs range 192.168.16.4-192.168.16.253. After the scan ends, it says: "Successfull scan: 107". But when I'm opening "Assets" from the main menu, I see only 22 detected workstations and 17 scanned workstations. Is it normal? If no, how I can fix it?
Incident versus tasks - how do you
I know both the above come under 'requests' and that there is a current discussion about how tasks and incidents needs to be overhauled. My question is how do people here who use SD+ differentiate between an incident and a task. There's one thing someone submitting an issue as an incident, but what if they are asking for something such as a toner for a printer or a folder permissions change. I don't want to be recommending a change to implement something if the above workings is still under review.
Help __What to do with the assets that names were changed and continue to appear?
A few days ago, as a means of standardization is changed all the names of the workstations (CPU and notebook), but in a tab called Workstation(s)/Server(s) failed during last scan, I keep coming and in fact I reconciled with the new names, which is a success. But to spend a few minutes, I again workstations appear as stations in store as if he had added a new one. which is very annoying that the amount of assets not coindice analyzed through existing assets, with respect to the workstations.
Asset Scanning By Agent Mode
Hi, Good Morning !!! To scan assets we are using Agent based method. When we upgrade Service Desk Plus its necessary to upgrade the Agent every time to scan the workstation. We know there is script to update the agent settings but it's very difficult to run the script in every workstation which are in workgroup. If we have not upgraded the agent then what will happen. Regards, Vaishali Shirolkar
Change the primary key in to something else?
This question was asked like 3 years ago, but it wasn't really resolved in a helpful way to me. We have a very large inventory of computer (4000+), and the names are rather "fluid", in that when one breaks, we will replace it with a spare while it is being repaired, and then the repaired one will become the spare. Having the computer name be the primary key does nothing to help us make sure the right computers are in the right place, as they are not always on to scan and update these lists and
Creating a report
I have a need for a report that is similar to this request summary report: But, I only need to show the inbound and the completed requests and the ability to select month to date, quarter to date and week to date. Is this report included for selection in the reporting section? I don't see it. We are running: Service Desk plus Version: 8.0.0, Build 8022 If it's not available, how can I create my own custom report to show this information? It's not intuitive from the report builder.
Watch this portal usage video
Hi, I just upgraded our SDP to the latest version and would like to know how I can remove the "Watch this Portal usage video" link from the SDP homepage. Our users do not have YouTube access so this link serves no purpose and I would like to see it removed. Also, most of our users use SDP in Dutch, but it on the homepage there are a few items not translated into Dutch. On the Homepage there's "request catalog", "new request". On the "aanvragen 'requests) tab there's a button 'new request" instead
New Installation of ServiceDesk
Hello, We are about to implement a new installation of SD. As we are a global company and have offices in different countries I was wondering what is the best way of setting up SD to accommodate these places. Is it a case of each Domain has its own SD instance and they can pull and push data to each other? or will it be we have one installation of SD and each location logs into that one box. If anyone is in the same boat as me, could you please tell me the way you have it configured and any issues
End-User Notification Based on Closure Type
Hello all, I'm trying to tweak ServiceDesk Plus to send or not send a closure notification based on the Request Closure Code. ie. If I close under "cancel" or "duplicate request", I wouldn't want the end-user to get a closure notification. Even so, I would like the end-user to get a notification if it was closed under "Success", etc. Any help would be appreciated.
Unassigned request mail notification
Dear Support, How to get a mail notification for unassigned request. Regards, Ashraf.
TimeSpent on updates
Hello, I wonder if there is any way to force the use of field TIMESPENT on any update in a request, i know how to force this field when you want to close a request, but i need to get the timespent on every update that a request have. Thanks in advance
version 8.1 and firefox
Hello Unfortunately there are some display issues with SDP version 8.1 and firefox: The dynamic menus are not displayed correctly: or We have tested with Firefox versions 8.0.1 and 12.0 This works fine with IE and Chrome: Is it an Firefox incompatibility issue or a firefox setting issue? Thanks for any help Best regards, Marc
Status update of SDP add-on module pricing
We are approaching our annual renewal in June. What is the status of the add-on module pricing for the CMDB component on top of SDP Professional? -- Thank you, Jeremy Hartmann Hartmann Technology Solutions CompTia A+ Certified
remove/delete site
I called for support last week and was told by 'Jerry' that someone would call me back within 30 minutes. I'm still waiting. I have several sites that were created when we first put ServiceDeskPlus to use. Now I want to delete those sites. I have already moved all assets and users to the correct department within the correct site however I can not delete the old sites. When I try to delete an old site I get a message saying that the site is in use in another module. How do I delete old
Migrate Support Center To SD
first i'm sorry cuz my english is little weak to write but i'm can read very well. Ok People what i do to migrate de Support Center to Service Desk, both are in the last version. Please help me and so sorry again about my english
Purchasing module in ServiceDesk Plus?
This module has always seemed like a very odd fit for an IT Helpdesk product and I'm a little confused as to why it's there, but I think AdventNet are too. Every so often my company takes a look to see if it can do anything with this module and is always defeated by the same, seemingly obvious flaws: 1. You need to buy a license for everyone who submits a PO, in other words spend money on licenses to do what signatures are already doing for you. 2. You can't control approval by the level of spend
8.1 Build 8103 - Editing multiple requests/incidents - BROKEN
Hello - We are currently using ServiceDesk 8.1 Build 8103. We are unable to select multiple tickets at the same time to set groups, categories, etc. When we select multiple requests > Actions > Edit Request, a blank screen comes up and only displays the option to close the window. We have tried it with multiple browsers. Google Chrome 18.0.1025, Firefox 11.0, and IE 9.0. It happens with each browser. Thanks, Chris
Link on default template
I need to add a link on my default template that the requester can click on that will open up a web page , any suggestions? Thanks!
SDP Remote assisatnce performance are terrible. Why not integrating Zoho Meeting?
Hello, is there any chance to have Zoho Meeting integrated in SDP without going for SupportCenter? It could be much easier to have a stable remote assistance tool for users. today is pretty slow and unstable to use SDP remote assistance even with latest version .11
Ability to add the same topic name on the Topic.
Hi all, We want to add the same topic name on the Topic. For example - Hardware - Printer - Router - PC - Others - Software - OS - Office - Games - Others Current we can't add the same topic name. Thanks in advance.
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