Resolved to Closed
Is there any way of automatically closing a call that has been put into reolved after a week. Also Can you add a selection to a reply email allowing the user to close the call or reopen. Thanks
How do I change an asset from a Printer to another device?
How do I change an asset from a Printer to another device? Thanks! Pat
Possible to save or print category / subcategory / item hierarchy
We need to have a meeting about reorganizing the category / subcategory / item hierarchy. Is there some way to print the whole tree including (all three levels) or save it to a file? I tried copying the Tree View and pasting it into Word, but the results don't match the tree.
Two Possible Bugs?
Hi Everyone, I think I have noticed 2 bugs in service desk. I'm running Version 7513. Bug 1: I can't assign a computer / workstation to a site if a user is already assigned to it. For example, we had two laptops that were in store, and a workstation that was in use. I clicked them all, went to Actions > Assign to site. The two laptops were assigned but not the workstation. Clicking on the workstation and trying to assign the site there doesn't work either. However, in the Audit history, it shows
How to enable functional Escalation sin SDP?
How can we enable functional escalation in SDP as SLA have only option of technician?
Questions regarding Tasks, Reports, and Mac in Assets.
Hello! First time poster on this board. I'm fairly new with SD+ so I hope you'll be kind with me if any question might look a bit stupid... ;) First off, Tasks and Reports. SD+ is somewhat new in our organisation, so we're still discovering features in it, and how we can use them and so on. I recently came across "Tasks". I thought that this would be a great way to split up a bigger Request in smaller pieces. For example, if we have a request for a new user, who needs and account, a new computer,
Mac (OSX) support?
Does SDP support Mac (OSX)?
LDAP problem
The previous version of ServiceDesk worked great with LDAP, now I upgraded to the latest version, and LDAP does not seem to connect. Running Windows 2k3 server for DC. I have tried the help page, and still cannot get a good connect. Any ideas.
Time Spent Calculation
How is Time Spent Calculated by the SD Plus software. Scenario: Ticket opened on May 1.......closed on September 1.........technician indicates the Time Spent to be 30 minutes. Time Spent report generated from template indicates 600-700 hours. Any ideas? Thanks....
New technicians not showing up in Global view
I added new technicians last friday (Nov. 6th) and when I go to the global view they show up under others. I cannot find a spot that controls this window security.
Double spacing after pressing Enter in e-mail.
Hi! Some month ago you fixed problem with double spacing after pressing Enter in text fields. But this issue is still presents in notification messages. While creating notification in SD Admin section (for closing request for example) there is ordinary spacing. In received e-mail itself there is double spacing. As workaround we use Shift + Enter instead of Enter. Hope in 7.6 this will be fixed.
email addresses mismatch
Hello, I don't know if this is a problem but when I imported all of the accounts from active directory the email address was imported as user@something.somewhere.edu. However, users email address is shortened to user@somewhere.edu This seems to cause the fields to be incomplete when a user request help. If a user calls the technicians can go into SDP and look up the requester by email address under create new request. Is there a way to fix this issue. As I mentioned non of the fields are populated
Multiple Workgroups/different subnets/same netbios name
We have several Labs that have between 3-10 computers each. Each location is a different workgroup name. Due to the software running each lab computer has to be named Room1 Room2 Roomn. So If I add my 10.0.1.x Room1 (adds fine) then I add my 10.0.2.x Room1 it overwrites the 10.0.1.x Room 1 Even though it's different hardware, different IP...is there a way to allow each of the Room1, Room2 to exist in my asset lists? Thought groups would do it...but no go...any suggestions.
Please help me create report
I need new report that have: row - Technicians (not all, only selected maybe in select ti.FIRST_NAME ('xxx') OR ti.FIRST_NAME ('yyy')) column 1 - all request in datetime period column 2 - open request in datetime period column 3 - overdue column 4 - difference between all request(1) and open request(2) Datetime Period: 3 report- 1)today 2)yesterday 3)in this month I
Service Desk Plus
Why can't i edit the Requester part of the request template. I can change the Technician part but not requester. I can move the fields around that already exist but can not add or delete fields. Can anyone help?
Duplex in *.properties files
Hi! There is *.properties files in SD for translation purpose. But these entries are duplex (some of them are differs only in case): sdp.change.changeId sdp.change.changeid sdp.admin.notificationrules.purchase sdp.admin.notificationrules.purchase sdp.admin.notificationrules.contract sdp.admin.notificationrules.contract sdp.header.Software sdp.header.software Hope in 7.6 this will be fixed.
Add additional email recipient when opening tickets
Hello, I would like to have this feature to be added. We have departments who needs to be able to notify multiple users/department about their request. Right now only the requester is available and he/she cannot notify other users/department. Chris
Adding an Asset (a laptop rather than a workstation)
I have just manually added a laptop to the assets. It is a Sony Vaio model that we haven't seen before so we created a new model and in the product type selected Laptop/Portable/Tablet from our drop down box. I saved the asset but now when I bring it up to edit it shows the model as "Choose Model". The dropdown box does not give me the option of Vaio and if I look at the laptop assets it does not appear there. If I try to recreate the model SD+ tells me that it has already been entered and doesn't
Absent values "Additional Fields"
Good afternoon. Recently I have found out that in all Request till May, 18th, 2009 is absent values "Additional Fields". After May, 18th 2009 is a value is at all Request. I have made to an owl investigation and have found out the following: All "additional fields" are in the table [udf_picklistvalues]. Value from this table register in the table which is responsible for the Request [WorkOrder_Fields.UDF_CHAR1]. Value of this field [WorkOrder_Fields. UDF_CHAR1] empty beginning from Request of 2008
ip address field needed in asset-workstation list in SD+
Hello, I would like to use an IP address field in the SD+ asset-workstation list. This information needs to come from the network adapter. The field exists in "network adapter details" but I need to know how to display the field in the asset list.
Tracking Requesters that fail to close a request
Hello, I was just wondering if there is any way to track requesters who fail to close a request after certain number of days when a request has been solved, i.e sent to their mail to be closed. Kind Regards.
disposed assets showing in Unaudited Workstation list
Hello, One of the more important things Ihave to do before the end of the year is to figure out exactly what computer has not been scanned in a long time, or ever. I’ve just recently begun to use this feature more heavily, and I’m confused as to how to exclude assets that have been put in the Resource State of “Resources disposed” in the unaudited workstations screen. Obviously, if these workstations are not longer in the environment, they would naturally fail a scan. Also, the “last
Technician Assignment by Category
Currently it is possible to assign requests in service desk plus to technicians based on the category selected. This functionality does not cover problems or changes however. Is this something that can be enabled or added in a future release?
Password reset/recover
Hello support team I was busy testing Support Desk, for a while, and made some changes that i would love to continue with. problem is that i stopped testing for a while, and can't seem to recall the administrator's password. is there anyway i can reset or recover the password from under the motor cap of the software, or in the SQL Database. would appreciate any help giving. thanks sidi
VPN attached assets reporting incorrectly
We have 130+ systems, of which a third attach to the network via VPN. I have tracked that these assets have completely skewed data now due to the fact that SD+ apparently uses IP addresses (or stale DNS records) to assign asset values. I have conclusively identified this occurring. Now I have no faith in what is reported in my asset database regarding these assets. What steps can be taken to correct this? I am working on a script method using the off-line scanner, but as this requires that
SQL Server migration to SQL Server when using partitions
Does SwissSQL handle data/schema migration from one SQL Server to another when the number of paritions from one DB to the other is not the same? (What if physical partitions are different? What if logical paritions are the same or different?) Some times the logical partitions are the same but the physical partitions are not. Will this tool be able to handle that variations in partitions (such as by rehashing and rebucketing the data?) Thanks.
Internet explorer page not found
On two seperate computers I can log on to servicedesk web page. On a third it says page not found. The url is correct. What does the browser need in order for it to work (java, cookies, flash...) Thanks
Database Optimization
I need the information on how to optimize the SDP database so that the asset section does not take minutes to load. We were able to fix this issue a while back, however after needing to reinstall SDP the settings have revereted. Please email me ASAP. Kindest regards, Jonathan jdavis@susd.org
changing background colors of service desk plus
is there a way to brand service desk other than simply place the logo on the site? I am looking for a way to brand the web pages with our corporate colors. Thanks
Server Asset - more than one department
Hi, Is there a way to associate a Server asset with more than one site/department? What I am finding is that when a department is associated with a Server that the previous association is removed. Steps I am taking: Relationships tab Add Relationship > Useage Relationship Assign User and/or Department Choose User: No, just select department Choose department save Example: Email server is used by 2 different sites or department. Thanks for the help.
Implementing Queues
Hello dear forumists, I am trying to implement diffrent queues for diffrent teams in ServiceDesk Plus 7.5.0. Here is my idea: -we are 2 teams: Network Team and Helpdesk Team. -we want to change ServiceDesk so that Helpdesk Team will be able to see ONLY requests which are concerning helpdesk issues AND Network Team ONLY requests concerning network team memebers -we DO NOT want each team to see the other team's requests. So, basically we want to split requests in 2 big queues, one queue for Helpdesk
How to move tickets to new category en mass
Running SD plus 7.5 latest build Is there a way to migrate all tickets in one category to another category? Thanks
Request templates - auto group selection
SD+ Currently it is only possible to pre select technicians in templates. Are there any development to have the groups available? officeMonkey.kL
Numbers instead of group names
After update from 7506 to 7514, group names are not presented. Instead there are numbers. When I want to change group, names are presented ok, but after changing in the request the group name is again presented as a number.
unable to enumerate organisational units
Hi, We've recently installed the latest service pack to our ServiceDesk installation. Since installing the service pack, we have been unable to complete a domain-wide scan. The scanning screen simply sits perpetually on "Enumerating Organisational Units" and will not proceed further, or error out. We have tried manually fetching the OUs with the same result. We have verified the L/P used is correct, and that we can connect to the DC itself. from the service desk machine. We can also run a manual
Is it possible to stop SDP from creating new requesters?
We have our SDP hooked up to AD and use it purely as a Helpdesk Management Tool. The Self service Portal is unused. Everyting works fine more or less. We're a school and we only want our Teachers to be listed in the Requesters. Importing them is fine, we asset them assets and when they need help they email ICTSupport which is picked up by the Helpdesk and we can see all their details. The problem is the Students. If a Student emails the Helpdesk, which is something we encourage them to do, SDP will
ServiceDesk attempts to scan Expired System
I'm not sure what the idea behind it is, but as far as I'm concerned, if a system is marked as "Expired" that means that it's unplugged, in the back room, waiting to be disposed of or donated. Why does ServiceDesk continue to try to scan systems marked as Expired? ~James Murphy
What does the IP by a workstation represent?
Is this the IP of the machine the last time it was successfully scanned, or the IP of the machine the last time SDP attempted to scan it?
Query for Custom report
Hi there i need to make 2 custom report query for the attached attributes , 1; server report, 2; print report PRINTER REPORT Brand/Type serial Name Sharename IP SERVER REPORT Server CPU(GHZ) RAM(MB) Video HD size(GB) HD Freespace NetworkCard OS IP
Request Screen List
On the requests list screen where all jobs are shown, is there a way that we can customise the fields that show for all users. By default Priority does not show, however we would like to show this. Thanks
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