Notify Technician of Tasks
We currently add tasks to some of our tickets when they require multiple technicians to perform work. Is there a way to email a technician their task? I know you can reply to the technician to whom the request/ticket is assigned, but sometimes other technicians who only have a task assigned to them need a reminder.
History Tab No Changes
After updating to release 7018 we are having issues with the history tab on our assets. After a scan or a workstation, we get the message "Failure: Workstation Successfully scanned. But problem while adding history of audit for the workstation :767. Please report the problem to the system administrator, with the error code - 1,216,328,996,040 Anyone have any ideas on this?
Can i create an inventory of all our software assets
Hi, I am trying to find out if i can create a manually updated inventory of all our software assets within the helpdesk tool. This inventory will also include details about licences and keys, OS compatibilities etc. Cheers and thanks for helping out Olu
Hotfix 7019 question (resolved and autoclose issue SD-9621)
Hi Adventnet, can you tell me if all the calls currently set to resolved to automatically close which have not been responded to will all be changed to status 'closed' when 7019 is applied? Many thanks
Customer Reports question
We are using the trial version of this software (Service Desk Ent) and the main reason we need this appilcation is to do software licensing reporting. For instance: I need to run a report for a particular software package with a break down of computer name, user name, and General Ledger (GL). I am putting the GL information under location for the asset, but cant figure out how to run a software report with workstation and users in the same report. I have made a sample of what it whould look like.
Service Desk & Exchange 2007 Mail Fetching
iI am unable to fetch mail when using a Exchange 2007 email account. is there any way round this.
Custom SQL Query - Software not installed and scan ok
I would like to find all workstations without Symantec Antivirus, this query works, except that it also returns any workstation that has failed all scans. I need a query like this that is limited to workstations that have been successfully scanned. select systeminfo.workstationname from systeminfo where systeminfo.workstationid NOT IN (select sys1.workstationid from systeminfo sys1 left join softwareinfo on sys1.workstationid=softwareinfo.workstationid left join softwarelist on softwareinfo.softwareid=softwarelist.softwareid
Requesters select to receive surveys at time of request
In our organization many of the users don't want to be bothered with "junk mail" even once every tenth closed support case. Other users feel it is important to give feedback about our quality of service more frequently. To this end allow the requester, at the time she creates a new request, to select whether or not she want to receive a survey.
Cannot get the Audit function to work
We have just installed ServiceDesk Professional 7018. I am having a problem where I set the auditing to occur every day at 10 a.m., but get no indication that the scan is actually happening. When I go to run any of the audit reports, the browser just hangs at a white screen. All my settings stay intact, but I just can't seem to have any luck with the scans. Can anyone help me? Thanks, Dave
Notification of request being assigned sent to group
We are wanting an email to be sent to a group or to all techs when a request has been assigned. Right now it will send an email to the tech it was assigned to, but we would like the other techs to know it was assigned by sending an email.
Pass through Authentication utilizing a higher security level
Currently in 7018, if the workstations have a higher setting for NTLMMinClientSec and LmCompatibilityLevel in the registry, then you cannot use the Pass Through Authentication without lowering the workstation's security settings. Obviously our security manager has a big problem with this, and I am sure it is the same in other companies. Please fix this issue, or bolster the security that ServiceDesk uses so we can turn this feature on.
Login bug
This is only a minor issue and I can't really think of a scenario where it would actually happen, but I consider it a flaw none the less. In configuring my system, I set up pass thru authentication, but because I'm configuring I frequently log off SDP and use a test account to test the system. While doing this I noticed that if I type in invalid credentials (put gibberish in the username and password fields and select any domain) and hit login it logs me onto the account I'm currently signed onto
Asset Scanning Causing issues
Whenever I try to schedule an asset scan, the scan causes the SD server to reboot. However, the server that SD is on does not reboot. It would appear that the SD Program crashes out, and the SD server program initiates a restart of the services. Is there any fix to stop the reboot and to do a scheduled Asset Scan successfully? Regards
open/closed request by technician gap report
i need some help in creating a report. i need a report which has the number of requests assigned to a techy and closed by the techy but also the number of calls still open during a week period. can this be done?
Moving sub-category under different category
I'm pretty sure this type administration isn't available from Service Desk interface but I was wondering if I could manually (SQL Server) move a sub-category underneath a different category? Has anybody ever had to do this? Does SD have any nice little utility programs or SQL Update scripts that would help us preform this? Thanks Jerry
Adding new licenses - SDP 7018
I hope that this is not me being really dense here but how does one add software licenses outside the PO system. I have looked and looked and cannot find it. The Help screen says: From the software view list page -> Click Create New link -> select Software License option. This opens Add Software License page. Select the Product Name from the combo box. If the product name is not available in the list select Add New link to add the product. specify the Product Name in the given field. This is a mandatory
Adding a new item in a PO
Can you please add a "Manufacture" field to the form when you add a new item in the Massive, un-sortable and every item in your DB list when trying to create a PO req. this not being in there then forces you to go into the item list and edit every single new thing you enter. Since you are unable to completely enter all the information when you first create the item this can lead to very long updating times depending on how many new items there are.
Monitor Serial no.
Hello, We are currently on SD+ Build 7015. As workstations are scanned and information on workstations monitor is populated, it seems the serial no. is no. While I understand that if the information is provided through WMI, it will populate following a scan of a workstion however; if we need to add the serial number manually, when you edit a workstation, the serial number field does not appear. It would seem the only way to do this on SQL database is to enter the information on the dbo.MonitorInfo
Single Sign on
Hi all, Is it possible to have Single Sign on. What we try to chive is that when users go the the main page they do not have to type in user-id and password. Aniel
Requester Details - Assigned Assets
Could you include an additional change in the next release to show assets assigned to a user on the Requester Details page. This is usefull for quick referencing what equipment is assigned to a user. Thanks Mike
Request Template - using html code in Description
I am creating a new template and wanted to add some html code in the body to make the free form look like a actual form to fill out.. example code of a simple table. <table width="100%" border="3"> <tr> <th width="34%" scope="row">Request Change (Internet\Intranet):</th> <td width="66%"></td> </tr> <tr> <th scope="row">Requested Due Date:</th> </tr> <tr> <th scope="row">URL: </th> <td> </td> </tr> </table> The issue is when you put the html code into the body and switch back from HTML to normal
Scheduled email notifications
How can I schedule email notifications in SDP? I would like to send an email 3 times a week, every week. The email is to notify our users that their PCs will be rebooted giving them a 24, 48 and 72 hour advance notice. What I've done to try to implement this: 1) Set up a Preventive Maintenance task that will create a request every Wed, Thurs and Friday. 2) Created a fake technician and placed it in the requestor field. 3) Since a request will be created based on the PM task, I figured I'd simply
aaaService table problem
Hello I'm using SD+ 7.0.0 Build 7018 with sql 2005. Yesterday night SD crashed. I analyzed logs and see something like below each time after user log to the system and travel throught cases. [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|: DataAccessException occured while trying to fetch service name for context : /custom - No rows found for the table AaaService in this DataObject| [16:44:10:015]|[07-16-2008]|[com.adventnet.authentication.util.AuthDBUtil]|[WARNING]|[74]|:
HotFix 7018 Released
Dear Users, HotFix 7018 has been released. Please refer to the below link for more information. http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=& Regards, Srikrishnan ServiceDeskPlus.
date format
i'm trying to generate a few reports from sdp, but how can i convert these data types for createddate to read as date, month and year. i tried to_Date and some other functions for date function but nothing seem to work??? in all cases, how do we make out from the bigint data type what the date actually is????? thanks!
Mass Change of Tickets
If you re-categorizing or rearranging categories/departments/requester/Technicians/Groups departures for reporting on ticket in history. Ability to change open or historical tickets.
Change Templates
Hi, we need the ability to have Change Templates, including task allocation. there are a lot of repetitive tasks that are completed for each change (e.g. UAT tasks)... having this feature would save us a huge amount of time re-entering tasks on a daily basis. thanks
July 7.5 realease
Hello Support Any update on the expecxted arrival fo the 7.5 release (July?) Will there be any way to get a preview (maybe on your online demo?) of the release before we download it on release day?
Windows Domain Scan
I have an issue with the windows domain scann. It has been running for weeks. Can you advise me how to stop it or see what it is doing. # Please HELP #
Asset and Software Licensing Management
Is it possible for SD+ to scan Winterms, as well as being able to track Citrix Application Licenses within the Terminals? Can SD+, rather than assign Licenses to Assets, can the licenses be assigned to users? Any info would be appreciated. Thanks
Request 'Reply' Functionality...
Within the request there is a 'Reply' drop down box that has the following actions: - Reply - Forward the Request - E-mail the Technician - SMS the Technician This is somewhat confusing... First, I think the button should read 'Notify' because the actions are basically just starting email/SMS threads. Second, I would remove the 'Reply' action under this drop down and move it to the 'Actions' drop down. Third, I would also add the 'Reply' action to the SDGuest role, so that users, can reply in the
Building a report for requesters
How can I build a report for all requesters on our base? Basically what I need to do is to build a report that will display selected data from the Requester section. it looks like the system is based around the Requests rather than the requesters, do I have to create a new query report?
Cannot clear default value in additional fields
We are running 7010. In Request-additional fields I have two fields each with 'Not applicable' set as the default values. The fields are mandatory. Try as I might I cannot clear out the default values so they are blank instead. I clear them, save and when I go back the text is back. Any help appreciated.
Upgrading SDPlus 5 to 7?
I would like to upgrade my SDPlus V5.507 to the newest version, is this possible with one step or do I have to upgrade to v6 first? (If possible: Where can I get this upgrade?) Thanks in advance!
Several Issues.. Support Form, Technician/Users, AD Import
First issue: I'd submit these via your support form, but I think your CAPTCHA is broken. It keeps prompting for a new verification code when you hit submit. Second issue: Changing a requester to a technician then removing the technician causes the user to be removed. Is there a way so that a technician can be changed back to a user without deleting that user? This causes headaches as the user may have items associated to them. Third issue: When importing from Active Directory, users aren't being
Managing old and discontinued Products
We need to be able to remove old and discontinued product associations with vendors or hide old and discontinued products without removing the history of the purchase. The only solution I've seen so far(provided by SD below) removes the product, but also removes it from any PurchaseOrder thereby leaving no audit trail...not very good practice. With the implementation of the new list based view in the Purchase Order screen it will not be long before it becomes unmanageable and difficult to use as
why i can not uninstall servicedesk plus7?
Hi Why i can NOT uninstall ServiceDesk Plus using "Uninstall ServiceDesk" Option. Why??
Migrate MySQL to MSSQL
I'm using SD+ 7 with mySQL right now. For some reason, we have purchase the MSSQL and try to migrate the system to run under it. After that, I use "changedbserver.bat" to do the migration. In this process, I've check that all settings and tested by click the "Test" button. When I start the service, it seems hang and it keep loading in the process "Application Layout xxx". Then I've try to rollback to mySQL and it can work sucessfully. For this case, I've try to delete the database for servicedesk
Copy->paste print screens in a request
I'd like to see that i can copy -> paste a print screen without sending it as an attachment. This is more efficient
Technician - view all in Department
Hi team, I seem to have an issue with viewing all Requests for a Department. I have created a new role with Add, view, edit permissions for requests. Then ticked the box "Requests technician is allowed to view: All in group & assigned to him" I have created a Technician and assigned this role to them. When the tech logs in they cannot see all requests for the group. They see all their own requests, any assigned to them...and a few of the others from their department. But not all of them. Any ideas?
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