Edit task of Other Technicians?
i only want to show my task on : home page ->My task -> show all when i show all task, i can edit the task of other technicians ?
Determine request type via category
Hello, Our user base logs requests via the web portal and most of the time log the ticket as an incident rather than a request regardless of the actual issue they are experiencing. I would like to know if it is possible to log tickets based on the category selected so that the ticket is logged in the correct fashion. Cheers
Licensing: Nodes that are In Store
Would it be possible to make IT Assets that are "In Store" not use up one of the node lincenses?
Requester cannot CLOSE the request
Dear Support, I experience the problem that all Requester cannot see the Request status and also cannot CLOSED On Requests list, Status Field fill with 'Not-Auth' which is not listed on STATUS master. Pls help. Regards Anton
Users responding though outlook to email not Service Desk
Hi, A user logs in to service desk and creates a request. We respond by email to the user though service desk. The user responds though outlook to the email and we have no log of the conversation. I've just configured Service desk to read/fetch emails hoping the it would read the subject containing [Request ID :##NUM##] and add the email to the correct call. Well it didn't pick it up so can service desk do this?
Service Catalog Configuring Work Flow Tasks
Is there a way to configure the tasks in the Workflow so that they fire off sequentially? I am trying to configure items in the Service Catalog so that after the request is put in they go to an approver, after the approval task #1 is is sent to a technician, after task #1 is closed then task #2 is assigned, and so on. Can the request be dynamically assigned by the task, after the approval can the request be automatically assigned to a specific technician by the task, and when it is closed by automatically
ServiceDesk Plus - Implement SDP backups retention
Hello, Is there any plan to offer the ability to set a retention on SDP backups ? In the web interface: Admin -> General -> Backup Scheduling -> Edit scheduling Add an option: Backup retention: nn days/weeks/months Then, every time a backup is run, run a script that "clean up" out dated backup files. Thanks for your feedback Regards
Unable to add technician, receiving this error:
Unable to add technician, receiving this error: Unable to save technician : Login with same name already exists. Please provide a different value. I have confirmed this user is not listed in the Requester list.
Editor Field
In the service catalog of version 8.1, there is an optional field : Editor. This is very handy but has some implications. Can you describe the usage of this fiield also what following message is when we want to change the status of the ticket or can you ? Best regards, Mark Flothmann
Can I add a logo in the email of the notification templates
Is it possible that I can add an image (logo) to the email we send out with the notification templates?
Problem with "Standalone audit" !
I have a servers and computers, i want to get the information of the computer(client). But i use Standalone audit in Quick Actions, it cant push data infomation from client to server. i cant resovle this problem ! who can help me I use ISA firewall !
SDP stopped after upgrade failure
We were going to upgrade our SDP when a power failure happened then the machine restarted and upgrade fails. now, we can't restore a previous backup nor start our server
Problem about Asset Management
Dear Everybody, I have some question about Asset Management Module. It is a trouble also, and it make me crazy.. I made windows domain scan for discovering our workstations, some thing happen to me as below: 1. After peformed second scanning, system duplicated old workstation to a new one with same name (with add more_01, _02, please see attachment) 2. Some workstation was not unsuccessfully, so I ran windows scan script file (ae_scan.vbs), instead of add new workstation on Inventories List, System
Outages Notifications
how about adding outages notification to service desk in way that we can create an incident of type outage. and as per the selected type a predefined e-mail template will be sent to predefined list of customers. or user. is there is anyway to do so. currently there is no BCC so we can't just send bulk mail with all of our contact in one to filed.
Mail Fetching – Email Command Requester’s Email address
I have setup a test server for a client but can’t get mail fetching to pick up the command for the requestors email address its working with: ##REQUESTER=Name## ##CATEGORY=catTest## ect ect... What is the correct command for adding the requestors email address? If I need to update the default request template how do I add the requesters email address as I can’t edit the requestor box on the template. I really need this function to work as some mail that is fetched for the mail box comes
Can´t make backup but can upgrade succesfully...
Hello, sorry to bother, but I´ve downloaded ServiceDesk Plus Trial and we are trying to make scheduled backups once per day, backupData.bat fails every time, but If we upgrade to 8027 the backup that is taken just before the upgrade works flawless, I assume that there are some null table entries (after removing the ECHO OFF line in backupDATA.bat) but I can´t use the MySQL Workbench to connect and fix this issues... So, if you have a tutorial on how to fix backup scheduling, or any ideas as to why
Updating any request cannot work
hi I am facing problem regarding user request. When i am resolving the request it oftenly shows that resolution field must be filled. where i already filled the resolution field. then again and again same issue. after few attempts it successfuly change the request status from open to resolved. Due to this issue , requester is getting more than one resolution response by email. which is panic for him. I am using 7.5 version. any suggestion or solution thanks for your support. Regards MAJ
Agent Port Information
I am going to roll the SDP agent out to a "severely segmented network" with a "severely segmented IT Department". I was asked to provide all of the ports that will be needed to allow the Remote Control feature as well as the scanning to work. I will be rolling the agent out through group policy to all of the computer that touch our wire and authenticate to the domain. Our SDP sits on a DMZ with an any/any rule to a RODC on another segmented network on an offsite(Cloud) network. This offsite network
Asset : excluding a server or group of servers from being scanned
Is there a way that I can exclude items, in this case there are a group of servers from being scanned? I want to maintain them and there relationships manually. Thanks.
Two different Servicedesk's in One...
Hi All, I have been informed by a consultant that this is possible however I have not been able to work this out. We currently have an IT Servicedesk and a Business Support Servicedesk each have their own email address to log faults. We want to merge the two into one instance of Servicedesk Plus, but still retain the separation between them both. I can see that in the Admin section we can only associate one email address and therefore I don't know how to create the separation. I don't want the IT
Business Service Category and IT Service Category
In version 8.0 there was only one type of Service Category, now in version 8.1 there are two (Business and IT). Within this division, how can I convert an IT service (previously registered in version 8.0 and was imported to version 8.1) for Business Service? Sincerely,
E-mail Id(s) To Notify autocomplete
i need to know why the field of "E-mail Id(s) To Notify" is not autocomplete when begin typing the name at the requester why work fine from the technian
AD's users
Hi SD+ guru, I would to find out - why some users doesnt import to SD+? They all have the same privileges’ and are member of the same organization units. thanks and regards, the_script
SDP Remote Control over Internet
We are running SDP v8.0. The Remote Control feature works great for internal users but we have about 30 remote employees who operate on VPN. Occassionally they cannot get connected and we need to be able to Remote Control their machines. How can we configure Remote Control to work over a WAN? What ports need to be opened, etc? Thanks, David Lambros
Changed CI to have parent problem?
Changed one CI to be a child of another parent CI. Now I cannot seem to find any of the asstes for the moved CI?
Technician Notification
Currently I have it set that Technicians get notifiied when a request is assigned to them. Servicedesk personal are technicians as well but when they assign certain tickets to themselves they do not recieve a notification. Because they go through so many tickets in a day is it possible to enable that so that they can get notified when tickets are notified to themselves? they sort there in box notifications to see what tickets they need to work on. thanks
Servicedesk plus 8 replication on to DR server
Hi. What is the ideal setup for Servicedesk Disaster Recovery (DR)? I've initially did a transactional replication of the database to our DR server. It worked fine when I started replication WHILE I'm logged on to Servicedesk in DR. I can see all updates done in PD got replicated to DR. But as soon as I've logged out of it in DR I can't log back in. Error I'm getting is "username or password is incorrect" eventhough I've entered the correct credentials. Seems to me that something on the backend
Consumables Inventory
Hi, I was wondering is there a way to manage consumables, like printer's (Ink, toner), paper, Projector bulbs, ect.. In Service Desk. Thanks
delete obsolte backups
Hi community, it's a good thing to make scheduled backups; but at one point the disk will be full and it will be necessary to delete old, obsolete backups. As SD does not provide this, I have a tool who delete all backups older then x-days. So far so good, but is there an easy way to delete also the backup history in the SD tables??? Thx for any suggestions (Mysql statements, ..) Regards, Stephan
Data dictionary SDPlus
Hi, I would like to customize some reports. Is there a data dictionary of ServiceDeskPlus 8.x? Thanks in advance, Sutot
How to ensure that multiple techs dont update same ticket
Something we've come across numerous times that is now starting to annoy is that if two techs have the same request open and one saves, the other one isn't advised at the time they save. Happens most when working an unassigned list, and one tech may categorise the request and send a reply, and then the other tech does similar just after. How are others getting around this, and any suggestions on ways the product could be improved/setup to minimise this. Settng the request list page refresh to a minute
Task Overview Tab
Adding a Task to a Request is a great feature. But as far as i can see there is no view where a Tech can see all of his Tasks. May it possible to add a new Tab with Tasks or enable to view them in the Requests-Tab (maybe using a Filter-Option). In a Request i want to see a Option to see all assigned Tasks and their status.
secure problems
Hi SDP forums members! This evening i had big problem. When i checked my email, i got notification that someone opened new request. His surname is not familiar for us. I checked out request and there is advertisement. To other word: 1. new user was registered this evening 2. New user opened new request and attached advertisement file. question: how they did it? Our SDP available only in our network and only few people has access. Administrator password was changed. Why and how this happened?
Not able to install agent
I am encountering the following error message when I tried to install the asset management agent on some computers. it does not show up under workstation agent version and it is not listed under software also. After I tried installing the agent, it will show up with the error message. FAILURE :Agent is already installed in the machine. Troubleshoot
v8.1 and mac scanning
hi i am pleased to see that mac scanning is now working on my network with version 8.1 i do have a question and a remark 1) what settings should i use for scanning, global or local credentials 2) if local do i pick windows (no), unix or other, i think unix 3) i have problems scanning 1 mac, what should i check, remote ssh is enabled, what else can it be? the mac that i did scan successfully has now detected all software but they way software is being displayed is a bit weird on windows the scan will
Timer Stop Status
Hi Team When we create a new status with TIMER STOP option , will it affect only the RESPONSE Time (STOP the timer) or will it affect the Resolution Time/Date as well ? thanks Gopi ME Tech
Unable to see original email headres
Hello We have problem with smooth launching Service Desk Plus 8 (build 8013) in our organization. Our department receives request via emails. The problem is that in the details of such automatically created request, we are unable to see: - list of original recipients (TO:) - list of original CC addresses (CC:) Without that we are unable to react properly: 1. A lot of emails is send us just four our information, usually by CC address. We simply don’t know if this request is normal request, on which
About Time Spent
Hi, On my weekly reports, i measure time spent on certains incidentes/request and i found some that the time spents shows "00:00:00" and i check the History of that ticket and i see that the techinician have properly updated the ticket status (From Open to Atent it and then Resolved); and in others, with the same process (From Open to Atent it and then Resolved) have (for example) 01:55:09, so i don't understand how does it works. So, my question is about how shiuld be the proper maner to use SDP
Audit Reports - need results to show "who" did change
Hi... I believe my resource manager used the "Audit Reports" to show what changes have taken place on the scanned workstations/servers. However, she would like the report to reflect "who" was on the server at the time the change took place. Is this possible? Additionally, would like to customize Audit Report to specific workstations or software changes. Haven't found a way to customize Audit Reports by the Query mode. Thanks! Also, wanted to "signup" for ME Community, but SignUp button
Worth upgrading to 8.1 or wait until a few patches?
How's everyone experience that made the jump to 8.1? Is it worth upgrading too or wait for a few patch releases?
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