• Removing a Cloned Module

    Has anyone been successful in deleting a module that had been created using the old cloning tool and NOT the "New Module" action in 2017?   Trying to remove it and get the following error: Thanks!
    Jamie Cannon
    last modified by Jamie Cannon
  • Additional recommendation for upgrading Service Desk or Asset Manager from 2016.x to 2018.1

    This document contains a recommendation for those who are planning to upgrade from v2016.x to Service Desk or Asset Manager v2018.x. This can be considered as a supplementary to the following product documentation: h...
    last modified by firuz.amirov
  • Journal#Notes

    I am looking to setup a way to email the owner of the incident/server request every-time a customer submit a note to the incident or service request. I don't really understand why this process it so hard, but I cannot...
    last modified by dennisaucoin
  • Ignore Agreements attribute and clearing isBreached

    We have a some Incidents that have been logged with the wrong SLA and have breached (isBreach attribute is true).  We've been asked to remove the breach from these incidents by management.  Other than changi...
    last modified by cbrownsword
  • Service Desk Crystal Report on Resolution

    I have a crystal report that lists all Incidents resolved daily and It is showing the details twice if there is more than 1 resolution. How do i filter this to only show the last resolution?
    last modified by Sandra.Ward
  • Multiple Companies ...same Service Catalogue - Service Desk by LANDESK

    Hello:   I need to use the same Service Catalogue in different companies and each company has a support group with other Analyst, in a different location. I will assign an Analyst of the respective group, that ...
    Orlando Daza
    created by Orlando Daza
  • Number of characters in a string

    Drawing a blank. Trying to write a calculation to see if a users phone number is equal to 5 characters. If it is just return true.   Thank you.
    last modified by rrmarlatt
  • Query for all processes resolved today

    Running queries when people are dealing with processes in different modules. e.g. 'incident management \ incident' but also 'request management \ task'   Its easy enough to see the total open jobs of both type...
    last modified by Mark6785
  • How to get Ubuntu/Centos landesk agent software?

    Hello Team,   Kindly provide me the link to download the *.rpm and *.deb package for Centos and Ubuntu systems.   Also if you have any installation procedure, kindly share it with this.   Thanks
    created by jayramr
  • Average incident resolution time

    My Boss has just asked the not unreasonable question: "Can we get the average call time?"   IE The time between when an incident is opened to when it is resolved , taking into account business hours. For every ...
    last modified by Mark6785
  • Display more than 10 items in category

    Hello everyone, I have a question about listing more than 10 items in a drop down category. Since I am am fairly new to LanDesk I am not sure where I should be looking. When a user created a ticket, they select the ca...
    last modified by CommunityReach
  • User session log

    Hi All,   I would like to generate a report that consist of user login session for January.   Unfortunately, the table "tps_user_session" in the database only store current day user session.   May ...
    last modified by chensy
  • Failed to create user role for User: Admin User3 Role PortalEndUser Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'. The duplicate key value is (Admin User3)

    [Error in Mail Log file] Failed to create user role for User: Admin User3 Role PortalEndUser Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'. The duplicate key value i...
    last modified by Katie.Sullivan
  • Where are Related Action Queries Stored?

    Hey ServiceDesk Pals,   I'm on ServiceDesk 2017.3. Where do you find the queries that are being pulled when you perform an action like "Add Problem" or "Add Incident"?
    last modified by Pitmac1
  • Problem / Solution: User's Console view gets corrupted, which makes certain data, like Attributes and Properties, invisible

    Environment: This solution is for all versions of Service Desk (including 2018.3).   Requires Access To:Database & Service Desk Console access is required to complete these steps. SDaaS customers should open ...
    last modified by lukasz.krupinski
  • Outbound Email Troubleshooting Help

    Hey ServiceDesk Pals,   Does any one have experience with weird Outbound Email troubleshooting that could help me with? (Version 2017.3)   In our environment, when we set up analyst we have an added email...
    last modified by Pitmac1
  • HTML field missing

    Hi   We had this issue 18 months ago and I can't for the life of me remember what the fix was.  It was definitely a PC issue rather than a LANDesk issue.   On our Article window we have a Workaround f...
    last modified by hewy06
  • Service Desk template attachments not downloading

    Our access request uses a template with the user_access pdf form attached. Template from Request Management is 'New User Setup - Non Physician/NP/PA'. Template seems fine and saves attachment no problem. When an end_u...
    last modified by Peggy
  • Setting up a local data import (Service Desk 2017.3)

    First of all apologies if this question is rather basic/been asked before, I'm quite a new user of Service Desk...   I'm having some trouble creating a local data connection to import a list of Configuration Ite...
    last modified by DavidNettleship
  • Bulk actions moving processes along

    Below is a small piece of our hideously complicated request system.... When a thing needs "Budget Approval" a task is launched , someone  approves or not and the task closes. When this is done in workspaces , a...
    last modified by Mark6785