What is table have templates of Catalog
Dear support, Now I would like select all templates in Catalog but I can't not it in what table. Please guide me. My data is MSSQL
Asset Scan is Blocked by Trend Micro Office Scan 10
Dear all. We've a problem with scanning windows 7 workstation through asset management. We've disable firewall but error notification about: "No response received from workstation. Probably the workstation might be switched off or does not exist" still appear. At last we recheck again firewall configuration and found that our antivirus program (Trend Micro Office Scan 10) play as a network firewall. Once we remove the antivirus and the scan is SUCCESS. But, our company policy must set Trend Micro
How do I assign an asset to a request through the servlet API?
I'm trying to set up nagios so that it can raise requests in servicedesk whenever there are host or service problems. I would like nagios to be able to automatically assign an asset to the request based on which host is having a problem. Can someone please tell me if this is possbile using preferably the servlet API. If the servlet API can't do it can the SDPAPI do it?
sites feature confusion
We have 2 different and separately managed groups within our organization all using SDP (build 8009). We want to use separate SLA's and business rules for each group and also be able to separately view the dashboard for each group. Therefore we decided to use the sites feature to allow this. Group 1 - not associated with any site Group 2 - Site A Both sites need to see all the same requesters (active directory used) We created Site A added the technician group and assigned technicians to this group
Asset new entries mandatory field
Hello, Will there be development to make the asset fields mandatory or optional as in the incident request templates fields? What we want is that some fields (that we will select) should be mandatory to be filled while adding a new asset manually. Thanks in advance for your response
Translation Problem Italian version
Hi, Just signaling a few mistakes in the Italian translation of ServiceDesk. In the italian version the "Asset ID" in the ti ticket request is translated as "Workstation ID", which is not entirely accurate since we associate not just workstations to the users and this create confusion. In the Mail configuration to start and stop the fetcher there is a "INIZIA RIEPILOGO" and "FERMA RIEPILOGO", which in Italian just doesn't make any sense at all. Better to place something like "ATTIVA" and "DISATTIVA".
SDP - Same email address appears twice in the To: field while approving PO when requester is also approver
Hi, I've noticed that in SDP, when a PO requester is set to approve it's own PO requests, the same email address appears twice (divided by comma) in the To: field of the dialog which pops up when Actions ->Approve PO option is selected. Thank you, Miron
SDP - Send notifications to administrator/assigned technician when request's SLA is violated
Hi, How can I configure the SDP to send email notifications to administrator/assigned technician when a request's SLA is violated? Thanks! Miron
How to Disable Tabs in service desk
I want to Disable Purchase Management Tab on My service Desk demo version, or Contract Management or Problem Management Can I do this ???
Special characters in attachment in reply/forward
Attachments that are added or already existed in a reply/forward of a request and contain a 'special' character are displaying the wrong name in email clients such as lotus notes and outlook, but not webmail clients like gmail and hotmail. Any idea where this replacing of special characters occurs? (screenshot shows 1 attachment that is named ä.html and one (correctly) a_b.html
automatically assigning a computer to a site
We have a lot of site in our Service Desk Plus. ís it possible assigning automatically the computer to a site when it scaned with the manage engine agent? could be by ip, computer name.
Asset Repair and History
I have issues where alot of our assets go out for repairs. I have the need to track RMA#, date sent, date returned and reason for repair and what was fixed during repair. I need the history of this as well.... i use the custom entries to add the information, but it doesn't keep any history when it has to go back out. Any help would be GREAT!! Thanks
How many request i assign
Dear may i have report to know how many request i assign by day
Link enterprise documentation repository (URL's) to the support tickets
Hello Team, I would like to have ideas around - 1. Is it possible to link the enterprise documentation to the support tickets ? So that we can have direct linkages to the problem and the solutions. 2. Is there a way that we could implement certain templates for the various kind of support requests ? 3. Finally, if there was a check list way of progressing in the support requests. Regards Sumi
Perspectives or Views for Request Tab Column Customization
A couple of feature requests bundled into one. Given the fairly clunky column customization possible in the request view. 1. Allow repositioning of columns by drag and drop 2. Allow multiple sub-sets of columns to be saved as 'Views' or 'Perspectives' (to avoid left right scroll and to build multiple purpose focussed column sets) 3. Allow renaming of column headers Re 2: I might have a 'default view' of Rank | Request ID | Template Name | Description | Requester | Created Date | Due By | Status But
Change Request via API
Hi. Is there any way to add new, check or update Change Request using API? So far I've been able to add only standard request. Thanks. P.
KPI
Hi, I need to show to the customers about the KPIs report, such as: customer satisfaction, response time, fix time and escalation,.. but do not know how to create these type of report in SDP. So please kindly help and support, thanks, - Tuyen www.i3-vietnam.com
8010 ETA?
Any word of releasing 8010? We have been anxious to fix the Software Manufacturer name editing so we can get software metering to work. Thanks.
Deleting a group
Hi, By deleting a group would this in any way affect the previous history of calls logged and closed to this group? Also would it affect the history of any calls that are active that were previously assigned to that group but have now been re-assinged to another group? Thanks
Solution Search not working
Hi, Solution search does not work. The only way to see solution is by knowing where they are and browse to them. Furthermore in IE8 if you click on "browse by category" the list that appears disappers as soon as you move the mouse to get on top of it. PS: search in this very forum too dows not work in firefox How can i solve this? Thanks
Report for Assests
Dear any one Can help Me to Run this Report for Assests Site Total Memory Processor Name Processor Speed (in MHz) Hard desk Details Model
Approval Procces with multiple approvers
Could I assign multiple people to approve a Purchase Order /incident and have the approvals in order, step by step? I mean, the system send the approval email in order,First the person choosen in first place, only when the first approver take the proper action the Incident or P.O. is sent to the second (unless the first deny the PO) and so on. thanks in advance
View Additional Columns
Is there a way to view the "Acquisition Date" column when looking at my entire list of Workstations?
Todaydate in the Query Editor
Dear All I need to know how can I write todaydate in the Query Editor .I need to write if systemdate > completiondate Raeda
Asset Discovery
The asset discovery option of SDP is very good. Where I work we have quite a few standalone machines which also need discovery action to ensure we remain compliant. It would be very useful if there was an option that allowed a "module" to be created by SDP and saved to USB Flash Disk that would allow us to insert it into a standalone machine, run the module and collect the data for merging with the final reports.
Email notifications not sending
Hello all, Recently updated to the latest SDP version and email notifications for created requests are no longer working. We can email technicians directly from cases, so the email can work, however the automated notice is not working. Is anyone else experiencing this? Eduardo Mendoza Univ. of Southern California eduardjm@usc.edu
Browser identification
The 8009 release has some issues with the description and resolution fields on Firefox 4 that cause loss of content entered to the fields by technicians. I am interested in a feature that would identify the browser used by the technician and warn them if they are using a browser that is too new to have been tested with the product. Is anyone else interested in this?
Software Installation Count Question
Is there a way to create a report that lists software by the number of installed instances within our environment? I am trying to create a report of the "most used" software. Thank you!
Mysql query for volume name, disk size, free space and used
Hi, I'm looking for a way to run an Mysql query for volume name, disk size, free space and used, can anyone help? Thanks, DC
FAILURE :Modification of the Email Settings was unsuccessful.
Hi! I've got problem when changing Outgoing mail server in ServiceDesk Plus 7.6.0 b. 7606. When I'm trying to change SMTP server info an error appears: FAILURE :Modification of the Email Settings was unsuccessful. Please report the problem to the system administrator, with the Error Code - 1,276,672,373,093.
Outlook Calendar Invite fetched by SDP
Hi Support, By any chance we can prevent Outlook Calendar invite being fetched and treated as new ticket? Using email command maybe? Please advise on how to do this. Thanks.
Block outbound mail
I need do block outbound mail with a special subject text. Can Servicedesk Plus do that?
Can't open attachments after migration from windows to linux
Hello. I moved SDP from MS Windows Server 2003 R2 to Linux Ubuntu Server 10.10. Everything work fine, but in old (created before migration) requests i cant open attached files. Opens a blank page. In new requests i can open attached files. I tried to repeat migration process from another SDP instanse - the same problem. How i can resolve problem?
Task
We moved from Track-It to SDP about 9 months ago. A feature we feel we are missing is the "assignments" that Track-it had. We could have a ticket, but assign parts of it to different techs. Then only when all "assignments" were complete could we close the original ticket. I know that SDP has tasks, but this does not seem to work the same way. There are a couple big differences. 1. In SDP you can close a work order with open tasks still pending 2. In Track-it it would show the "assignments" in
additional fields - should be possible to add checkboxes
Hello As additional fields, you can add Single-line, Multi-line, Pick List It would really be helpful if you also could add checkboxes Thanks Marc
French translation mistakes
Requester Home ->My summary Pending request should be translated as "Demandes en cours" Requests overdue should be translated as "Demandes en retard" Here are some of the translation mistakes i noticed.. Admin "Notification rules" should be translated as "Règles de notification" "Helpdesk customizer" should be translated as "Personalisation du centre de support" "Service Level Agreement" should be translated as "Contrat de Niveau de Service" "Agreement Additional Fields" should be translated as "Accord
ITIL
Hi, Id like to know if ServiceDesk Plus 8.0 is an ITIL v3 Compliant software. Thanks Paulo Santos
Incident Report
Dear , How to get the incident repot with problem for particular period( with incident id, problem ID , Reported, technician, problem date, close date, impact, solution, workaround) Regards, Ashraf.
Request Closure Notification
I am currently using the feature to notify technicians when a request is closed: "Send e-mail to following technician(s) when a request is closed." However, the technician closing the request does not receive a notification. Is there a way to allow notifications to be sent even to the technician who is assigned/closes the request? Thanks.
Service Desk 8.1 Release date?
We are starting into Change Management and I see that 8.1 is on deck with improvements to the CMDB and Change Request features. Do you have a tentative schedule for that release at this time?
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