Associating assets purchased to scanned software
I have submitted the following question directly to a ServiceDeskPlus technician, but wanted to see if anyone in the group has thoughts or knowledge. I am using ServiceDeskPlus 6013. I am trying to asscociate purchased assets to scanned software (licenses). The ServiceDesk technician provided the following instructions: Click Inventory Tab---->select scanned software-->Filter managed software--->Onthe page you can see a button Allocate License -->select the workstation and allocate accordingly. This
Creating/Editing Workstations 'on the fly'...is it possible?
Scenario: An analyst receives a call from a user and begins to Create a New Request. They fill in the 'Request Details' and 'Owner Details'. In the "Requestor Details" section, If the requestor has no workstation assigned (i.e. No Asset Available) it will allow you to search all assets but when one is selected and saved, it will display the selection under Asset, but it does not either Assign it or reassign it to the requestor, therefore no history of the change. Our staff do change locations frequently,
Sd 7004 import requesters from AD different Name from 6004
Hi Guys, After installing 7004 on a test machine and running the requesters AD import the name that it uses is different to 6004. eg. import from AD on 6004 Name Login Name Barclay, Aimi abarclay 7004 Name Login Name ABARCLAY abarclay Is there a reason for this change and can it be modified back to the original? Thanks Brett
Reorganize and combine categories
Our category list has not been properly set up or maintained and is out of control. I'd like to reorganize it. For example, set up higher level categories (software, hardware, security etc) and within those move some of the existing categories as a subcategory (software - move category Stromberg as a subcategory of software) or (hardware - move workstation, phone etc). I don't see a way in the to do that. Is this possible? If it is, will I break the association with historical requests to the categories
Set permission
Hi, As an administrator, I don't want normal user to access some information in a knowledge portal. How do I set permission to some information like allowing user to view general knowledge base but not on confidential network information which is also in the portal but intended only for use by Engineers? Thanks, Emmanuel
Backslash in Notes getting stripped out when editing
One of our technicians has noticed that whenever he edits a note backslashes are getting stripped out. If he enters \\servername\share\path it gets saved correctly. When he edits the note, the text reads \servernamesharepath. If he edits the note again it just reads servernamesharepath. Any way I can stop this?
Upgrading To Hotfix 6012
Hi, We have applied Hotfix 6012 to resolve the known issues but have now identified that importing of requester names, E-Mail and Job Title from Active Directory fails with only the User_Name being imported?
reporting incorrect number of workstations
Under the Asset tag, for some reason, I can only get a listing for 64 workstations. I have over 200 and they will all scan, but it will only retain 64 of them. If I scan on manually, it will be added, but will remove one as well to keep a total of 64. Any ideas as to what is happening with this? I have a license for 250 nodes. Thanks Rob
Support!!!!!
Hi I have asked support if it is possible to import the data from my current helpdesk system into Servicedesk. The Good News I was contacted shortly after asking for a copy of my database so they could look at scripting it and it should be possible. The Bad News After nearly 3 months and a number of emails i have heard nothing, even after going through our UK partner and after spending a few thousand on licensing! Can support please start to treat their customers as customers and contact me asap
Include an Asset Number generation and population option
Add a setup option that allows a base asset number to be defined. This number would be used to automatically populate the asset number field whenever an asset was created. As each new asset was created and the asset number assigned, it would be auto incremented so that the next asset created would get the next number. The feature must be able to be turned off for legacy maintenace if needed ( eg to add an old asset that is pre the number sequence start ) . Along with this should be an option to state
Allow a component to be assigned to a person as well as asset
At present the component element can only be assigned to an asset which in the majority of cases makes sense, as it should be a building block element of an asset. However we have the situation whereby we will allocate component items ( Mice , Keyboards etc ) to contract staff who don't have a PC etc ( defined asset ) to assign the item to. This leaves us with an incomplete inventory of the components. I guess a dummy asset could be created, but that then adds to the licences count, and the only
Add assigned user/department to asset selection for component assignment
Make the addition of components to assets easier by adding the assigned user and assigned department as sortable fields in the selection list. By doing this it makes it easier to add loan type components, such as mice, keyboards etc to a machine. Often the item is known to go to a user but they may not know the asset it is known as. Showing the assigned users name and department will enable the correct asset to be located and the component assigned to it.
Cannot connect to the configuration database.
It must be Monday... We are seeing: "Cannot connect to the configuration database." on the workstations. We are running SD 6012 on the server from the command line (\bin and run) and the localhost copy appears to be working fine. Any quick fixes please? Thanks - Terry
Software Report
How do I build a report that will list all of the managed software that ServiceDesk has discovered?
Domain scan seeing more assests than exist
I setup a scan against our domain pointing it at two OU containers. The scan says it is scanning 1201 (approx) items, however only 504 objects are contained within those OUs. What is it scanning?
SEPARATING THE COMPLAINT FOR VARIUS LOCATIONS
We have mulipal sites and different helpdesks. I want the requests which are regitered from the user will come to only to the local helpdesk portal and other helpdesk are not able to view it. Please guide
Message after attempting to close a task in SD 6
Embedded image moved to file: pic27428.jpg) I get this message after I attempt to close a task in supportdesk 6. Any ideas ?
German Characters (Umlaut) in ServiceDesk 7.0.0 Build 7003
Dear Support team, I am currently evaluating ServiceDesk V7 and have the following problem: If I log a case via the web portal with german characters I am getting funny characters in the help desk database instead of the correct characters being displayed. If I log a case via email those characters seem to be displayed properly. I have attached a screenshot which shows how it looks like at the moment. Is there a chance to customize the ServiceDesk in order to display German characters as well? Many
Hide Resolution from Users
Is there a way to hide the Resolution from the user? As we want to encourage the technicians to put full resolutions in that can then be turned into "Solutions" it may not always be best to allow users to see this information (maybe sensitive). It would be nice if there was a feature similar to that of the tasks where you can choose to make this available to technician or technician/user. Regards Mike
Asset or Node - licensing and use query
Currently V 6 Pro - 20 techs, unlimited assets. For a lot of good reasons all our asset management is done manually - by this I mean that I enter all stuff in the Inventory by hand, network scan is not used. So, what actually counts as an Asset for licensing and is this the same as a node? I don't think it is but need to understand this better. Thanks bin
General failure while performing the operation
I am having trouble scanning windows 2000 pro machines. I recieve a General failure while performing the operation. Could anyone give a suggestion.
Hide Resolution from Users
Is there a way to hide the Resolution from the user? As we want to encourage the technicians to put full resolutions in that can then be turned into "Solutions" it may not always be best to allow users to see this information (maybe sensitive). It would be nice if there was a feature similar to that of the "Notes" where you can choose to make this available to technician or technician/user. Regards Mike
Backup via command line
Howdy, I am trying to get backups to run nightly automatically. The problem is that i need to shutdown service desk to perform the backup. I want to be able to shutdown service desk, backup the data and start servicedesk again via a batch script that i will schedule to run nightly. Does the shutdown script have any command line switches that stop the pause from happening at the end of the script? or could a script that does all this be included in a future release? Also does the backup and startSDP
how import New User from active directory??
Hi all; I have a question ; how can I add new requester from active directory that recently added? because the new users can not logon to webpage and create new request. I do import from active directory again (the user is available in active directory) but no new user has been add to requesters also they can not login to webpage. is there a way to schedule import only new users? Thanks and Regards
Replies to SD Emails Causing New Tickets
This has been going on for a few weeks now but when ever our users respond to a SD email, their reply creats a new ticket instead of being added to the current ticket. They are not changing the subject line so I am not sure why this is happening. Any ideas?
Asset Register
Hi, I'm new to this application but I must say that I am impress of what the apps can achieve. However there's one thing that I am not so sure about regarding the asset register. The apps can scan any windows machine fine but when it comes to Linux and Macintosh machine, it can not distinguish properly the hardware and software installed to those machines. I don't know if this is an apps limitation or I just don't know how to set it up. I would appreciate if someone can assist me on this. Cheers...Emmanuel
Problem with accent
Good morning, We using SD+ 7 in French and I've install the 3 last hot fixes (7.0.1, 7.0.2 and 7.0.3). It works good for the moment but we have a big problem with the accent. For exemple "Locked account" in french is "Compte verouill�" and displayed "Compte verrouill� © " All accent give lot of understanding symbol in all Helpdesk (in users directory, editing a incident, ...) This problem appears in IE 6 and IE 7, using European coding. Can you fix it? And we can add "@" in description and resolution.
Permissions not granular enough
Hi Is there a way to modify permissions for technicians as i do not want to give SDAdmin to them all but if i only give them SDGuest then they cannot see things like assets. It would be great if this could be done on a granular basis i.e Request - Create, Modify,Delete, Close Assets - Create, Modify, Delete Contracts - Add, Modify, Delete Whats the possibility of adding this in the next release if it is not possible now?
MYSQL default user and password
Hi We are looking at creating an RSS feed from servicedesk onto our intranet which will show the user any outstanding requests that they have instead of having to go into servicedesk itself. Can you supply me with the default user/password for the MYSQL servicedesk database. Thanks
Is Quick Search case sensitive?
Is it just me, is Quick Search case sensitive? When I search my database for "pdf" i get nothing. When I search for "PDF" i get 2 requests. In both cases searches were done without the quotes.
Can I modify the Request Type List
I'd like to modify the request types beyond the default list, but I see no way to do this.
Software query needed
If you don't mind, I need a MySQL query that will show me every software title in the system (currently running build 6010) that is currently not listed as installed on any workstation in the inventory. To clarify, when I bring up the master scanned software list, it shows how many workstations each title is installed on, and several are 0 meaning they were once installed, but aren't anymore. Since there are thousands of titles in the list, I would like this query so that it is easier to find and
Network Scan - Finds a machine multiple times - DNS issue
When looking at the Network scan to find our non Windows machines it has found some machines multiple times. The reason is that the server has two dns entries for the same IP address covering a current and a legacy domain name we use. as example ServerY has address of 192.168.1.10 it has a dns or hosts entry of 192.168.1.10 ServerY.domain1.co.uk ServerY.old-domain2.co.uk So in the workstation list I end up with ServerY.domain1.co.uk ServerY.old-domain2.co.uk It failed to login to the server as it
Robo Technician - What can it do?
The manual is a little open about the functionality offered by Robo Technician, the example given being it knows how to do a Active Directory password reset. The manual states there are three sections, Task options, Action on Success and Action on Failure. I take it the Action sections are for what to do in SD+ , and the Task options are what you want the Robo technician to physically do ( eg reset the AD password ) Can you tell it to log onto a environment via telnet, issue a series of commands
Assset detail, hot to modify hardware details manually.
I have no opportunity to buit my assets using the discovery mode, so I�m entering the asset detail (workstation) manually. I have all the information i need and i added some personal fields in the workstation details. But I�m not able to manually modify teh hardware section of workstation details. I see there is the hard disk section in the hardware task but i can�t modify it. How can i do it? Thanx a lot Serjoka
Asset name change - how to do it and retain history of item
As I am understanding the implementation of an Asset / Component within SDP 7 is that the name of the item is the unique element. There doesn't appear to be any mechanism to allow for an item to change its name over its lifetime, except to delete it and re-add it. Deleting it then loose all history of the item. Historically we have classified and item by its asset number, which doesn't change, but the name of the item may change over time. For instance a server may start life as Finance01 and then
Network Detection wrong identifies product type - how to fix
I've moved along to the next step of running the network scan to pick up the non Windows devices on the network. It found a Server on the network but has flagged it as an UnknownRouter. It is not a LINUX or Windows OS, so how do I get it to be shown in the workstation list rather than have the product type of UnknownRouter? If I delete it it will come back no doubt next scan. OS is Open VMS if that makes any diffence. Regards, Andy
admin guide for servicedesk plus
I am having trouble getting this demo up and running. a document that downloaded with it makes note of an admin guide. how do i locate this document?
Active Directory Integration on LINUX OS
How can I integrate SD on Linux OS, with MS Active Directory?
Save a template for the software notifications e-mail
All the user to select from one or more saved e-mail templates when sending a software notification e-mail. This allows a standardisation of wording to be agreed and used to assit the users with software issues such as upgrading a package or removing offending applications. Ideally it would have the ability to drop data into the e-mail using tags in the template, but that would be a nice to have after the template e-mail feature itself, assuming the subject line stayed as is , identifying the software
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