AD users migrating to other domain
Hi, I have a question. Currently, the users are imported from AD from 8 different windows domains. In the near future there will be only 2 windows domains and the users from the other 6 domains will be transferred on the 2 domains. What will be the impact of this to the servicedesk? I will have to recreate the users groups if they will change the domain? Thank you.
Microsoft ISA 2006 Firewall Client compatibility
Has anyone had a problem using the network scan facility whilst having Microsoft ISA 2006 Firewall Client installed. Every time I initiate a network scan the workstations which have the firewall client installed crash and cause the machines to reboot. I have contacted customer support who have yet to get back to me but I wondered if anyone else has experienced the same problem and has found a fix?
Default view (columns) for ALL users
We are just about to release SDp to a userbase of between 4000-5000 users, and need to find a way to make everyone have the task ID column visible by default in the requests section. How is this possible please?
Pipeline report
Create a pipeline report to monitor department/techie workload peaks
Looking for Best Practices
Hello all! We are going to be purchasing the Service Desk Standard soon and I am going to create some best practices for this software. Problem is we never had anything this complex or robust before�. So, if you have any ideas on where to start or some samples you can pass along to get me going it will be greatly appreciated. What I am looking for: Format style for filling out requests, SLA's, Escalation policies some of you may be using. We currently have some of these for the 12 year old system
lost Service desk plus Admin passowrd
How to reset admin passowrd for service desk plus
embed widgets
Hello I want to embed Meebo widget (meebo.com) to self-service portal page to communicate with customers. Can I do it by myself ?
Check email durring business hours
Allow for service desk to only check and process email during operating hours. This will prevent escalation rules from starting on tickets entered when the IT department is not available to respond.
SDP 7.0.0 Build 7010 - Mail Fetching Broken?
Hey, SDP Forum Readers! I was recently psyched to see the 7.0.0 upgrade path released for existing customers! I've been eagerly anticipating this event. After applying the patches to go to build 7010, however, I discovered that mail fetching from my POP-3 help desk e-mail account is no longer functioning. I can reboot the server and it fetches once, but then doesn't do again -- even if you stop and start mail fetching from within the SDP front end. I don't see this as a scheduled Windows task. Anybody
https - cert and imbedded links
Hi, I have installed 7010 SDP on ubuntu. i have named the machine servicedesk. there are two instances where the hostname seems to be used. 1. for the https cert 2. in reports and emails from servicedesk. hostname servicedesk actual url in dns url.name.com example https://your-url.com my problem for 1 and 2 are the same, but 2 is easyer to explain. when a ticket is sent the link to the ticket is https://servicedesk/WorkOrder.do?woMode=viewWO&woID=16&; insted of: https://url.name.com/WorkOrder.do?woMode=viewWO&woID=16&;
Anti-virus considerations
Do any exclusions need to be configured in an anti-virus scanner when installing it on the server ServiceDesk Plus runs on (assuming an MSSQL back-end on another server)?
Migration database of Linux to Windows (SDP)
I need to do the migration of a database in linux for Windows. I install the SDP in server Windows and now I would like of restore of database for Windows. This is possible? Anderson Carvalho
A useful query but it doesn't seem to give the full picture
We have been using the table below to show jobs submitted in the last quarter grouped by company (using a custom field called company). However, some of the requests come in from requesters and probes that do not have any data in the company field and their jobs do not appear to be included in the quarterly report. e.g. if we do another report showing jobs by technicians there are an extra 100+ jobs compared with the query below. The top line of this report does show a cell with no company in it,
LEFTB equivalent in SQL queries?
Is it possible, in an SQL query, to take the results from a column and run the equivalent of an Excel LEFTB on them, that is trim everything apart from the first n characters from the result? Likewise, can the reverse be done, trim the first X characters and return everything else?
Request: Add some colour to the NOTES button in requests
A simple request I'm sure, just some of the tech team have commented that is is easy to miss notes on a request, because you are so used to seeing the buttons at the top with Conversations, Problem and Change. Having the number next to Notes is useful, but they'd asked if it were possible to make the button a different colour or something so that it stands out more when there are notes. Not sure if anyone else would find it remotely useful. Regards, Andy
Default Template
Hi, Is there anyway to make a user select a template? The reason I ask is that we have multiple teams but no dedicated helpdesk person to distribute the jobs. The templates we have setup are set to assign the request to the specified group automatically. At themoment a user can open a new request and send it off without having to select a template. Any help will be most appreciated, Jamie
Move server SD+ 7.0.0.12 from W2003/MySQL to RedHat/MSSQL
Hi, excuseme for my bad english I need move trial SD+ 7.0.0.12 This server it's installed in Windows 2003 STD and MySQL in the same server. i need move all to Linux RedHat ES and MSSQL 2000. How to? thanks
"Silent" member of a group
Is is possible to assign a technician to a group, but for them not to be seen in the assign request to drop down box? I know I could create filters but to be honest, the custom filter screen is dire! Every rulle has to be the same - either and or or, but you have have both types of filter such as: Techician is "Technician" OR Technician = "Technician" AND pending = "yes"
Another asset name after scanning new workstation
Hi, We give our laptops always a name, for example: laptop1 ect. Now, after installing update 7.012 the original name changed: after laptop1 we now have our domainname, laptop1.domain.nl How is that possible? It's happening by scanning new laptops, but also by excisting!!! Excisting laptops have the name laptop1 but after scanning it's changed in laptop1.domain.nl (the field I mentioned is asset home/ edit workstation in the left uppersite of the screen, called: Name* Thanks, F.
is there any way to rearrange the additional fields
is there anyway i can rearrange the additional fields that we add to requests form? i have added 4 date fields and 4 numeric fields, and i want to arrange them in a specific format in the request form. how can i do it?
changeDBServer problem
Hi, I have a problem changing the DB server. I want to use a MySQL data base stored on a different server. I use changeDBServer.bat from the bin directory. After I enter the hostname and the port (3306 for the new db) if I press the test button, it woks ok, it says the connection it's ok but the ServiceDesk server won't start. I checked the log file and it says: "Trying to start MySQL server failed ". What should I do? Thank you.
Reports by department don't include blanks
Is this intended behaviour? I am running a report on completed requests by department, and one of the departments is "not assigned", yet if I run the same report without departments the total is higher, suggesting that empty department fields are not counted, but what then is "not assigned"?
Need help on sql report script.
Hi, need help on writing SQL report. I need to add to the script field of duration of problem and date of last modification. Somebody help please. SELECT prob.PROBLEMID as "Code",prob.TITLE as "Title",probdesc.FULL_DESCRIPTION as "Description", ownaaa.FIRST_NAME as "Specialist",case prob.REPORTEDTIME when 0 then 'Not assigned' else DATE_FORMAT(FROM_UNIXTIME(prob.REPORTEDTIME /1000) ,'%d-%m-%Y %k:%i') end as "Reported date", case prob.DUEBYTIME when 0 then 'Not assigned' else DATE_FORMAT(FROM_UNIXTIME(prob.DUEBYTIME/1000)
Your site is amazing!
Hello! Your site is just amazing! Good luck!
using the system for the development team
hi guys any one using the service desk for the software development team? how does it work for you? how do you manage to have the plaaning, assesment, implementations and all those system analysis procedures here in sdp?? thanks!
Service Desk plus: access to mysql database
Dear Support, I really really need to change the department in the old requests which as i understand is only possible by Database. I installed PHPMYADMIN and i'm having problems connecting it to the database. Please help me with this asap, i really appreciate your fast response. Best regards, Fadi
Unable to get to SD after setting up AD PassThrough
How do you disable the AD pass through... ?
How do you all enter your servers in?
Hey all, I noticed all of our servers are in the workstation list. This is undoubtedly due to the domain scan. Yes, we do have our servers in one folder on AD so I could uncheck it. However, I have a question. Does the server portion have a scan or do you just enter them in as assets? How does software management work in the server list? Here's another one pertaining to workstations: When you buy laptops or desktops, do you enter them in as assets or simply scan them once they're up and running?
Required Drill Down Catagories
I did a search and got nothing useful so I am posting the question here before I submit a enhancement request. I need a method of forcing a user to select a sub-category for specific Categories. We do not want to make it all or nothing for requests that have nothing to do with the category at hand. In short, can the required \mandatory information fields be made more granular :?:
Windows or Linux- is one better than the other for sdesk+
I am evaluating servicedesk plus and will probably also use Opmanager. I am thinking of putting this on a CentOS machine however I want to be sure that if the product works better under windows that I take this in to account during my decision process. I have tried this on a windows XP Pro system and it seems to work fine but I am thinking of CentOS for the live system. Can anyone comment on this? Thanks
Requests show in bold still broken after 7012
Although the 'asset disappearing when changing the category of a request' has been fixed the 'request showing as bold again after category change' bug is still present! If I put in a new request it shows in bold, which is fine. Then I 'Pickup' the request and it no longer shows as bold, which again is expected behaviour. However, when I change the category of the request through the 'View Request - Request Details' screen and click the little green tick the Request shows as bold again. This is a
Changing chart name after creation
Creating a custom report with chart I have saved it with name X, but the chart is still titled "Untitled" even if run later. I cannot find a way to change this name.
restored db now won't server start
I am evaluating Servicedesk Plus. I installed servicedesk plus free version. I added various config items through the admin wizard and all seems to work well. I then installed the full 30 day trial (on a second computer) to allow 2 technicians to log in to try it. I backed up from the free version and restored using the batch file in the bin directory as per instructions. Now Servicedesk Plus (the 30 day version) will not start up. It seems to fail when loading the dbs. It just keeps trying 2 or
Exclude requesters
I would like to exclude certain requesters from being able to sign in to sdp. If I delete a requester from sdp, they just reappear the next time a domain scan is done. Our OU structure has all the users from each location in the same OU. Some of the users I want to use sdp, and others I don't. How do I do this?
Error when doing windows domain scan
Hi, When doing a windows domain asset scan i get the error: Either access denied for the user or the remote DCOM option might be disabled in the workstation. This only happens for some workstations/laptops, so initially i thought it was a Win XP SP2 firewall issue. Disabling the firewall had no effect on the problem though. I followed the 6 step guide for that exact error in the servicedesk+ documentation, and all settings seems to be fine. I can ping the hostname of the latop i'm currently testing
Customize Reports "Grouping"
Hi Adventnet, Have a Question unable to resolve. I'm doing daily customize reports, thing is when i group a certain catergory together for instance "closed" tickets and "open" tickets I get "closed" tickets as my first group top of my reports and "open" tickets as my second group. I want the open tickets to appear at top and closed tickets at bottom of my reports. How can i go by in applying this if possible?
How to add standalone laptops/PC's?
I want a little feedback from both current users of Service Desk and support. We have dozens of laptops through out the company which do no connect to the company network i.e. are standalone used for workshop applications. We want to be able to add them as assets to Service Desk. How would/do other people deal with adding these laptops to Service Desk? Do you add the laptop to the network temporary and let SD+ do the scan? Or do you create extra asset fields such as memory, CPU, etc... and add it
CC Field query for replying from request to user
When we send a reply to a user from within request when viewing, via Reply>>Reply it appears that if the IT help desk email address is in the CC field, our fetching fails!! Is there any way to stop the IT help desk email address from appearing in CC field?? Help
Filter according to profile for category, sub category and item
They could add an option that following the group in which this technician, can be visualized or not options in the section of categories, Sub Category and item
A system of checklist
A system of checklist, which allows for checks on maintenance or tasks.
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