Adding Business Service categories to Relationships
Is there a way to add default business services to the relationship selections? Right now there is just email, VOIP, Email, and Corporate Website. Thanks.
Additional fields for Client Portal Registration
Hi, I'm working with trial version of Support Center and testing the Client Registration throw Client Portal feature. My question is - how can I add additional fields user must field during registration process. The only option I was able to find is adding selection of Popular or Recent Problems.
Maintenance Agreements and Purchase Orders
Good afternoon everyone, I'm curious as to how other administrators deal with this and how someone from ManageEngine would suggest we use the product to accomplish our goal. In the ServiceDesk Purchase Orders, we're trying to figure out how to deal with purchasing things like subscriptions and service contracts and maintenance agreements. These things aren't really software or hardware. They're more like contracts than anything else. How do people deal with purchases like this, and how do people
Explanation of Role-Co-ordinator
I cannot find this in the manual. Can someone tell me what permissions the built in role Co-ordinator has? Running SDplus 7.5 build 7514 Thanks
Purchase Order-Default Value
Purchase Order number Default value should have the option for generating Alpha numeric code automatically.
No-user-response timeout
Rule to remind customer/user that we are waiting his/her answer with closing ticket by timeout when it is not responded
How to duplicate the same configuration that i make on Serverdesskplus to another?
I need to know how duplicate the same configuration¡ regards.
incorrect lincs
Hi 2 all, when I recieve message from users I've got such link like http://support:8080/wo........ But my servicedesk server name is not "support", so this links are not opening. In servicedesk link this content variable called $RequestLink. So how can I cnahge
[7.5.0 b7513] Announcement Bug
Hi Not sure if this problem is related to me but if I make changes to an exisiting announcement, it disappears from view (as if deleted). New created announcements appear but then disappear once edited. Graham
Hello - A linux question
Hello, I have been testin ServiceDesk Plus for some time now, and its very very good software. I have done my testing on Windows 2003 server and OS client is Windows XP. Now I am trying to test it on Suse Linux 11, and so far its ok. But i have a problem with importing Active Directory Users when i installed on linux. I have tryed to imported them like i did on Windows 2003 Server, but i got error that can not be imported from non Windows OS. I tryed to use ldap configuratio, but i get error comunication
Ports Firewall to Analyze Now
Good morning I´ve just installed ESET Smart Security 4, Can anyone tell me which ports need to open to run the option "Analyze now"? With the current settings I get this error: ERROR:No response received from workstation. Probably the workstation might be switched off or does not exist.
web page rendering problems in some Requests
Some requests, not all, affect the rendering of a page. The effect is that almost all names are highlighted as hiperlinks. You can see what i mean in the attached file.
CHnage Request Calendar View
Hi, Can you please advise if there is a way to show the Calendar View for Change Requests to all requesters or place it up on an Intranet? Stevec
Email Signatures-PO Description BOX
Personalized signature configured in the system, should also reflect while sending the PO to the vendore from purchase module.
Applying license when SD plus has expired.
Hi, my Service Desk Plus has expired and I have the new license file but I can,t access Service Desk to apply the next. Instructions to apply the Registered License File Note: ServiceDesk Plus server should be running, and the license file need to be applied from the ServiceDesk Plus client. 1. Save this license file in a folder and click "License" link on the top right corner of the ServiceDesk Plus client. 2. You can browse and choose this file and click "Apply" button. 3. On successfully
Purchase Order - Alert to Purchaser
Good evening everyone, Quick question for anyone who might have a process created, or knows better how ServiceDesk works. We've started working with the PO side of ServiceDesk and we're trying to figure out how ServiceDesk alerts the purchaser when an PO has been approved. Is this an automatic process? or are we going to have to manually alert someone to purchase when an PO is approved? Hoping my question is clear, ~James Murphy
Advice required on Sites and Departments setup
Hi, I was hoping someone can advise on the best way to setup sites and departments to represent our company model. The ICT department belong to a parent company and provide ICT services to the parent company and 3 subsidiary companies. The subsidiary companies are spread over 10 different physical offices and at present, one of those offices is also shared with the parent company. Within each company there are several departments and some of those departments have staff at several of the physical
Remove category
We are having a reorganisation of some of our categories, does anybody know what happens to a request that have been logged under a category that we might decide to delete? Cheers
Locking down description field
Hello Does anyone know or is it possible to lock down the description field content so users dont edit or modify it? for eg. the below information can be modify A new employee is joining the organization. Please provide the following facilities. Date of Joining : Employee Details : Employee Name : Employee Title : Department : Location : Phone Number :
Enable "Pass-through" Authentication does not work
Hello We are using SD+ build 7.5.0 Build 7512 with Firefox Mozilla 3.5.x as browser. PCs are connected to a windows domain managed by an ADS. In the SD+ Active Directory settings, both options ** Enable Active Directory Authentication ** and ** Enable "Pass-through" Authentication ** are enabled Nevertheless, a (mozilla) pop-up asking for the username and password appears. After inserting the correct credentials, the login windows of SD+ appears. According to the documentation, this should *not*
Microsoft Visual C++ Error
Debug error received: Program: C:\Adventnet\ME\ServiceDesk\jre\bin\java.exe DAMAGE: after Normal block (#54) at 0x1C591D10. [ Abort ] [ Retry ] [ Ignore] ServiceDesk works while error is on screen, but selecting any option will close the SD. I think we're a little behind too: SDP Ver 7.0.0 Build 7009
Crash when editing report
When we want to edit (change reporting period) following report we get following error : Reports by all changes -> Time spent on a change We already changed the image as mentioned, but no change. Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316)
Tech Availablity
I get jobs set on me when I am holiday even though I have marked this in the scheduled as leave how can the jobs be put for start after I arrive back from holiday as I start to get escalations while laying on the beach! bbillington@teledyne.com
Tech Availablity Report
Hello, Is there a way to produce a report or export the Tech Availablity chart? As we would like to publish our technicians availablity on our local intranet site. Thanks in advance Mark.
How to manually add one software to several computers at the same time?
Hello. I need to add manually the same software on several computers. This is necessary for that i manage the license windows server CAL. I add 196 individual licenses in software license and need alocate this licenses for each computer. One computer each time, worked, but i would to do all the same time. Obs: the software "Windows Server Device CAL" is already in tables softwareinfo, softwarelist and softwarelicenses. Tanks
Exception occured while enumerationg Organizational Units
After upgrading to hotfix 7508 from 7506 I am unable to 'Fetch OU's from AD again' I have read an article on here about running the following but this didn't work? Please advise delete from adousrelationinfo & delete from adorganizationalunits Kind Regards
Creating a report to find out what software is installed on a certain workstation in SD
Is there any way to create a report to show what software is installed on a specific or group of workstations in servicedesk? Thanks Alex
New query Report
Hi there, How to create a new Workstation query report? regards, Evo
Conversations
When a ticket is created it sends me an email saying the ticket has been created. When a ticket is assigned it sends another email to me. If I respond to that "asssigned" email and include the Requestor's email it will log my response in ServiceDesk Plus in the Conversations area of the ticket. If the Requestor responds it does not put that in the Conversation. I have the system set up to automatically create a ticket when emailed so when the Requestor does a Reply To All it creates a new ticket.
Problem with DateToLong function
When trying to use the DATETOLONG function in a 6 month KPI report (Query pasted below) I receive the following error message: java.lang.Exception: Syntax error : function LONGTODATE not closed properly! at com.adventnet.servicedesk.reports.utils.ReportUtil.parseDateCriteriaColumns(ReportUtil.java:2064) at ... Which is odd as the query doesn't use the LONGTODATE function. Query: SELECT COUNT(wo.WORKORDERID) 'Total',(SELECT COUNT(wo.WORKORDERID) FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON
SQL question - report the relationships
Hello I need a list of the relations between my assets.The want to know, which PC has a relationship to what display, which printer is connected to the PC and who is the user of the PC. In fact, I want to have a part of the information which is shown in the Relationship tab of a workstation but in list form for every PC (asset of type workstation) in my inventory. (the red zones in the attached screenshot) The list should show following fields Asset-name of type PC;component-name of type display;asset-name
Default changes when logging a call..
Is it possible when the agent is logging call, for fields to be filled in automatically... As in I log in and when I fill in case, the site, the group and anything else which would be useful to have filled in is completed..
$SolutionLink in the notification e-mail is incorrect
I am testing the SDP 7.5.0 build 7.1.4. I found out the $SolutionLink show incorrect embedded URL link. Please refer to the attached screenshot. The text shows in the mail is correct, but when user click on the link, it cannot redirect user to correct solution, because http://hostname is added twice in the embedded link.
apparent bugs in Request Template feature
I created a Request Template. When I create a request by selecting the template from the New Request drop-down in ServiceDesk, the default Group specified in the template is selected automatically, but when I click "Add request," it reverts to "-- Select Group --", and I have to re-select it before I can add the request. When I create a request using the SDP API, I have a different problem. The Group is set as per the template, but the default Subject specified in the template is ignored, so the
Tech gets HTTP 500 error when applying custom filter
Build 7507. Everytime a certain tech attempts to bulid a custom filter in Request view, he gets an Apache HTTP 500 error. Simple to complex filter, same result. Others do not experience the issue. Any help?
How do you create a Custom Report to show what Requests come in between 8 - 9 a.m.
Hello, I'm trying to create a Custom Report to show how many calls we receive during specific time periods of the day. For example: How many calls we receive: From 8-9 a.m. From 9-10 a.m. From 11-12 noon, etc. I'm also trying to group it by Category to know what type of calls come in during those times. Are they all password resets, or logon failures, etc. I can only seem to create a report to show how many calls per DAY we receive but I need to know the times these calls are coming in. I've had
Make Announcement when piority is Urgent or Critical
Hello, Is it possible that the SD+ ITIL system automaticly makes an announcement if an incident has a priority "Urgent" of "Critical". In our case Urgent or Critical incidents indicates that more then one employee or a total process in involved. In that case we can inform everyone at ones with an announcement. I tried it with business rules but its not possible. Thanks Richard
More options in schedule
Hello, Is it possible that you create more options to schedule a preventive maintenance. Example, every first monday of a month starting from <date> ? Thanks, Richard
How to attach a group of assets (PCs) to a business service?
Hello How can I attach a group of PCs (like the PCs of a department f.i.) to a business service without having to create this relationship one by one by clicking the workstation --> relationship --> add relationship. Is it possible to select a group of workstations and assign the business service relationship for the selected workstations in the same way that you can assign them to a department. (cf. screenshot) Thanks Best regards, Marc
Assign Mutliple Requests to One Group
Good Morning everyone, My question is fairly simple, and I'm pretty sure there is no way to do this at the moment: Is there a way to assign multiple requests to one group all at once? On the main request page, I can see that you're able to assign multiple requests to one Technician, but to change the Group it's associated with, you need to go into each individual request. Is this possible now? And if not, will it be possible soon? ~James Murphy
Next Page