Where to view tasks assigned to Group but not to Technician?
I think my concern may be covered by the known issue at the end of my email but I believe I'd prefer a different solution, if possible. We are very happy that the ability to assign a task to a group rather than just a technician has been added, as we have wanted this since we started using this product 2 years ago. However, I cannot locate a way to view these unassigned tasks or, at least, not an intuitive way. If I go to My Tasks and select > Show All then adjust the filter to All Tasks, I can
Viewing Tasks
Is there a way to view tasks in the same way that you view requests?
Plain Text Fields / Labels
Is it possible to add plain text labels to the incident template (e.g. a field to explain what another field is or provide a note to the requester)?
How delete the software of which "Installed" = 0 by a query
In the module " Assets\Software\Scanned Software ", how delete the software of which "Installed" = 0 by a query in MSSQL Server.
Tasks in request view
If I have a request that I assign tasks to say 2 people is there any way to tell if those tasks are complete or not from the request view? We currently use Track-it and are testing SDP as a possible replacement. In Track-it they are called assignments, but we we can look at all open work orders (requests) and see assignments (tasks) in the same view so we know the status of them as well. From what I see in SDP, I would have to 1. Go to the home tab 2. Under my tasks, click show all 3. change the
Failed Upgrade (7022 to 7500)
Hi, after a failed upgrade, service desk refuses to start, and i get the following error: ServerContainer [CREATED] SQLOne Search [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [FAILED] ServerContainer [STARTED] SQLOne Search [STARTED] AdventNetCC [STARTED] Server Started. Please connect your client at null://localhost:8080 I've tried deleting the "extracted folder" but that doesn't help. luckily, i have an MSSQL backup which i took before i attempted the upgrade and i also took a data backup
Can't get SSL/CA working with SDP
Hi, My company has recently got some proper CA certs. I've gone through the process detailed in the FAQ several times, following the directions to the letter, and just can't seem get things working. I created the keystore file and sent a CSR to my cert authority (StartCom). Note that StartCom requires minimum 2048 lenth SHA1 encrypted CSR's, so I simply added "-sigalg DSA -length 2048". I received the certificate file back for my site (support.mydomain.com). I've imported StartCom's root Certificate
Upgrade MySQL
Hi, Is it possible to migrate to an 5.x version of mysql DB? Best regards, Javier
How to remove report which we have created and scheduled
Hi, We have created some custom reports and scheduled to notfiy.. I do not see where I can disable this scheduled report and delete the same in SDP. Regards, Laxman
Adding image or screen dumps into requests
Hello SD Plus, Im currently running SD plus V6 build 6010 and was wondering if in future updates, you guys would be able to include the function where we would just be able to paste a screen dump or image directly into the request or when adding notes. It just seems a waste of time having to save the image as a file then upload it into the request. Thanks, Chris
Uninstalling Agent
I have installed an agent onto a computer and then created an image of the hard disk using BESR 2010. The issue that I am having is that everytime I set up a new computer using the image it overwrites the previous computers details whenever it is logged on. Can you please advise me how to manually remove the agent so that I can create a new image without it.
How translate
Hi, how I can translate ServiceDesk Plus in Italian? Thanks
Requester receive "User does not have sufficient privilege" when trying to login.
8.0.0 Build 8009 with MY SQL database We authenticate against AD which apparently works but then the user gets a notifcation that they do not have enough rights to submit a request. This happens only on a small number of users. I can't seem to find anything wrong with the user accounts. Anyone else run into this?
Database cleanup
Hi, I am using servicedesk plus prof edition, This has got record ticket details from the past few years. I want to clean up the database of the previous ticket records. Please suggest me a way to clean up previous tickets and tune up the database by removing other unrelevent details. Thanks saikat.kit@gmail.com
FR_DUETIME
I am currently extracting data from the workorder table and have come across the field: FR_DUETIME Anyone know the purpose of this field? Thank you, Hayes
Report on all software installed at Site
Can you help me with creating a report that will produce all software installed at a specific site? Best case is it would group by software and list who had it installed: Acronis: -Laptop1 -Laptop2 Thanks!
Request assistance creating Report based off of signed on User
We recently implemented Single-On and and would like the ability of pointing to a Manage Engine URL or CODE that we can insert into an HTML or ASPX page so that it automatically generates a report, outputted to the screen, that shows the logged on user's Tickets that aren't Closed. So anything that IS NOT Closed or Resolved. I'd like it to generate these fields in this order. Created Time Request ID Request Status Requester Subject Description Group Technician Notes Field For our Intranet we can
Request View in Change Tab
When looking at a incident (request) attached to a change. Should be able to view the whole ticket. Need to be a link that takes you directly to the request like it does in the Problems tab. You shouldnt have to get the ticket number go to the requests tab and then look it up. There may be things like approvals or tasks that you need to see that the simple view that you get now doesnt show you and the extra steps to get to the ticket are unnecessary and avoidable.
Additional fields import from Active Directory
Our Company is using servicedesk plus for out IT Helpdesk. We have 18 operating companies spread over many locations. I have added a new custom field called Country. We have over a thousand users and are increasing and removing per month. I need the country information to be automatically imported from Active directory so I don't have to manually do the house keeping. Can you tell me how I can do this. Thanks for your support.
SMS
I am wanting to set up notification via SMS Messages, I have enabled SMS notifications in the Admin/Notifications. There are two options on the individual technician a mobile number and SMS Mail ID, how do i find what the sms mail id is? Probably really simple, any help appreciated
Sort by number of install software
Why we cannot Sort by a number of installed software, under scanned software?
Business Rule issue?
Hi all, I am getting some requests in about new starters. This is fine but they go to 1 technician and I cannot find the rule that says for service desk to do this. Where should I be looking? thanks Martin
email to requester mapping issues --> multiple email address fields for requester ...
Hello We are working with SD+ 8.0.0 Build 8009 Our requester base has the email address field filled in. When a requester opens a request via email, SD+ automatically maps the request to the correct requester according to the email address which SD+ found in the requester base. So far, so good. Sometimes, we encounter the problem, that a requester sends an email to SD+ using his private email address (we have lots of mobile users) or an alias address. If so, SD+ cannot find the email address in the
MySQL Survey Settings
Hi Support, Good Day! I'm just asking how to change the survey settings satisfaction level scales from level 1-4 and I'm going to changed it from 4-1, by using the back end of your Database Mysql? Thanks Hope to hear you soon.. memels.
Need a Query on MSSQL which have the technician and the group they belong too
I need to have a query om MSSQL which have the technician and the group they belong to
Release 8.1
Any idea when version 8.1 is sheduled? Would be very nice to have the new change management and CMDB. Best regards, Mark
Assets scanning
Hi! Have a problem and a question. 1. I try to scan 2 PCs in the network. Agent installed on both of them. The problem is: only one object in "Workstations" is created for both PCs. And scanning of one of them is overwriting data in the object. What should I do with that? 2. Can I automatically assing newly created PCs in Assets module to multiple sites ... based on AD Domain, for example? Say, every PCs in AD Domain domain1.local is assigned to site "Site1"? Thanks!
Disable PassThrough autentication in SD+
Hi folks, first time here. I'm performing a trial of SD+ and after enabling SSO I'm not able to login again to the app getting a blank screen. Is there any way that I can disable SSO from the database, restart the service and try to login again?. Any way to avoid SSO with the local administrator password?. Thank you. Nicolá
SLA alert problem
Hello, Two of our SDP accounts have the same problem: Sometimes, the SLA violation alert is not seen in the request page although the due by date has past the current time. When we change the due by date manually, the SLA alert red flag comes up. Have you ever seen a bug in the current version 8008 or the earlier versions? A screenshot of the problem is at the attachment. ( Öngörülen çözüm tarihi: due date & Oluşturma Tarihi: created date ) Thank you for your quick reply.
Other Items to manage
As we are using ServiceDesk more and more to manage things at my corporation one question that my boss has is if it is possible to add things like Domain Renewals and SSL Certs that we have purchased and of course require a renewal date. We would really like to manage them in ServiceDesk somehow but contracts doesn't seem to work for this. So I am wondering if this might be something that could be addressed. Thanks much, Joe
Missing Service Catalog in Home View after upgrading from 7611 to 8009
Hi I have installed ServiceDesk Plus v8009 in a Test Invironment, and there I have a Tab in Home View for Service Catalog. This Tab is missing in my upgraded Application. Any suggustions on how to get this? Use MS SQL 2005 Database regards Reidun
Printing Errors with Adobe Acrobat 9 Pro
When I attemp to print a purchase order to a PDF file, the output has been converted to ASCII characters. Anybody know why? Thanks Art
client close request
Hi, I don’t have my mail server settings fill for Incoming mail request (fetch), and I don’t want it to. But in closing rules my clients aren’t receiving e-mail to close requests and I force only clients to close their request. How can I do this? Why after a technician close a request clients doesn’t have a button there to confirm and close the request? Best regards, Henrique Alves.
Requesters to send reminders on their requests
Dear all, How can a requester send a reminder through the system to the technician(s) that they have either waited too long for their requests to be acted on? Or to supply more information without necessarily editing their initial request? Thanks for your insight. Regards, Davis M Onsakia
Responses from requesters
Hi, I am enjoying evaluating ServiceDesk Plus. I think you guys have done an excellent job. I just have one question. Once the requester has entered a request, how does the technician respond with another question or a request for more clarification without it being a Resolution ? Even if the technician does use the resolution as a request for more information, there seems to be no way the requester can then respond to the question the technician has asked ? Does this make sense ?? Thanks, Mark.
SQL Server IP Address Change [Linux]
How would I go about changing the IP Address in ServiceDesk Plus v7.0.0 [build 7018] from the one set during installation to a new address? One additional question, is it compatible with SQL Server 2008? Thanks
SDP - PO - Emails to vendor are not logged in anywhere
Hi, I've noticed that when after the PO is created and approved in SDP, and an email notification was issued to the Vendor, it's not logged anywhere in SDP, so one can't tell if the vendor whenever the vendor was notified and when. I suggest recording the email notification details in the History tab of the same PO for tracking purposes. Thank you, Miron
Saving Attachments - IE9
One of our Techs is currently trialling IE9 and has come across a problem when attempting to download attachments. Basically, a prompt comes up asking if you want to save the file however, this appears to be a background link rather than the filename. From here, you are unable to cancel the request and trying to save the file does nothing. If you change the filename, this will then allow the file to begin saving which fails, but allows you to close the dialog box. We have tried this with numerous
Exception error while updating reminder in SDP build 8008
Hi,When trying to update a reminder in SDP build 8008 I get exception error as quoted below. Please refer to attached screenshots for more information. Thanks Miron HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: [TaskTable] Exception occured while executing the update sql org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
Licensing question
Hi, we are interested in Service Desk Plus Professional on a perpetual license with 10 Technicians. However we are concerned that should we need a few more Technician licenses in future (e.g. 5 more), there does not appear to be a way to do this without buying the 20 Technician version of the product. So my question is, is it possible tl get additional Technician licenses only on an existing perpetual license. Thanks.
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