Email fetching, emails are coming through as string text
Emails are coming through as string text rather than a html email, how do I resolve this?
Editing Asset Product List
Somebody try this that uses single sign on. Goto Admin, asset management,, products and try to edit an existing product. Gets a fail popup related to SSO. This is why SDP is getting extremely frustrating to work with. Its so bug ridden is making it difficult to justify staying with this product.
Load balancing inconsistencies
I have been using Load Balancing for request auto assignments. I have two techs currently in the Load Balancing, but what I have found is that SD+ will periodically choose one technician and assign them 6-7 requests, then start assigning them to the other technician. I currently have on tech with 2 requests and one with 7. How is this balancing? What are the variables it uses to decide who gets the request? The only reason I think the other tech keeps getting the requests is the other tech has a
SD Windows Agent
Sorry for the cross post. I've realized I asked this question in the wrong forum. Also, I've edited the question and I hope the question makes a little more sense. We have recently intergraded DC with SDP. All our workstations have the DC Agent installed and now realizing that there is also a Windows Agent for SDP. I can't seem to find much information regarding what this is for, and if we need to install this agent on our workstations as well as the DC agent. Thanks!
Change Management Custom Triggers
To Implement Change Management, we need to have custom triggers, to change status of CR's. Following is the scenario: 1. In Implementation Stage: a. Status: Deploy changes in Dev: Once Task for deploying in Dev is complete, custom trigger kicks in to Change Status to Deploy in QA. Or b. Status: Deploy changes in Dev: Once Action on Status Deploy in Dev is complete, Custom Trigger for action, "Deploy in Dev Complete" is selected. This should change the Status in Implementation Stage to Apply in QA.
OnBehalfOf User Name does not exist, please enter a valid User Name.
The title is the error we're getting after turning on the OnBehalfOf field in ME. The only two SQL cmds we ran was to turn the field to true and set the Show OBO users to All. The users are populating in the field/we can select them from the list. Not sure why we're getting the error though. Any help would be appreciated. -D
Share Request using custom trigger overwrites existing shares
Hi, I've created a powershell script that takes the mail address typed in the Cc field, and shares the request with this person. This works fine as long as the tech/user only types one mail address in the field. When we type e.g. 3 addresses in the Cc field separated by "," the script works, but adds the shares one at a time. And each time the existing share is deleted. So if the Cc field consists of: user1@domain.com, user2@domain.com, user3@domain.com the following happens: 1) Request is shared
Query Report for Last Update Date and Time
Hi Team, I want to achieve a report and that needs to be scheduled. Below is my requirement. I want to generate a report if any 'Open' and 'On Hold' tickets are not updated for 3 days to an email ID & distribution list. Let me know if any clarifications needed. My existing ticket number # 8212262. Thanks & regards, Ramachandran K
Number of roles in Field & Form Rules
Hi, How many roles can I add in Field & Form Rules? Is there a limited or unlimited number? Thanks
Command to set the contact phone number of the email parser
Hello. Tell the e-mail receiver command to set the contact phone number in the author of the request. Sincerely. Igor Stepanenko.
How to Change the Date Format showed as "dd.MM.yyyy HH:mm" Postgresql
Hi, Thanks in advance for your help :) , we would like to change the date format showed in the reports as follows: "dd.MM.yyyy HH:mm" we have the install under Postgresql We found the following sql statement but i dont now how execute it: update globalconfig set paramvalue='.yyyy HH:dd.MMmm' where parameter='TIME_FORMAT'; Thanks a lot again! Best regards, Mario Juarez.
Specifying the e-mail address when creating an request via e-mail
Hello. We need to specify the e-mail address of the sender when creating an request through the e-mail. How can I implement it? Sincerely. Igor Stepanenko.
Trash does not delete
Trash does not empty automatically every 24 hours as stated. We have over 200000 tickets sitting in trash.
Have SD+ move Assets in our AD
We currently are moving AD computer objects manually in AD according to their location. So if the computer is in California, we move it to the California branch OU. Well we have a lot of turn over and a lot of computer replacements going on weekly, this becomes something that is often forgotten and tedious. Is there any way SD+ can talk to AD and inform it when it gets assigned to a different site, to move it in AD to that site? Or if anyone has another product that may assist?
Capture technician name
Hi, We need to capture the technician name to another incident additional field when a request status is changed to "resolved" through the resolution tab. I know how to do this using field & form rules when the request is edited through the request details page. Appreciate if you could guide me on this. Thanking you Murali
Notification Rule for Resolved Cases
Hello, We are implementing the notification to the user so he can receive an email so he can close the ticket or he can reply to the request and reopen in. The problem is that the users are not reading the instructions, they reply to the case and they write something like "Yes, I aggee to close the request". This causes the request to change to Sent status. Is there any other way for the users to reject the resolution? Something like a $RequestReopenLink? regards
Product Manufaturer API
Is there a way to fetch the product manufacturer from a non-IT Asset using the API?
Cab notification : error in serverout0.txt
Hello, I have an issue with the cab notification : here what i have in serverout0.txt [10:50:19:762]|[06-01-2018]|[com.adventnet.persistence.interceptor.NotificationPersistenceInterceptor]|[WARNING]|[328]: Empty Notification is being notified. P lease check it ...| So, no e-mail what so ever for the cab recommendation. but all other notification seem to work so far. does anyone have seen this before ? regards
exception while connecting to store
My SD is giving the following error; System Log Message: exception while connecting to store Module: MAIL_FETCHING it appears every miniute Please can you assist
Intergration SDP with AD SelfService via https
Hi Can anyone tell me where can I find a description of the integration and import a certificate? I have generated the keystore file In the settings of the SDP when I try to connect I have only information: ADSelfService Plus is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file.
hiding 'Department' and 'SLA' in Request Detail form (editing ticket)
Hi, is there a way to hide fields DEPARTEMENT and SLA in ticket editing form? I can hide these fields in incident template but I need to hide them also when editing ticket. Thanks
Reply to a ticket
Is there a way to sort email conversations in a ticket so the newest conversation is at the top?
Allow Technicians Without Admin Permissions the Ability to Delete Relationships
Hello, It appears that as the program currently stands, non-Admin Technicians cannot be given permissions to delete relationships of Non-Assets CI types. They don't even have the ability to see the List View when in the relationships tab (which is where the deletes are made). Even if the technician has created the relationship themselves, they still don't have the ability to delete it which is an issue for us. We're trying to limit the amount of people we give admin permissions to, but we want users
accesspermission.xml setting
Hi, after the installation of build 9400 I can't find the AccessPermission.xml file that, in previous versions, was located in the Manageengine>Servidesk>Server>default>conf directory. In the SDP build previously installed (9334) , there were the possibility to further align the permission provisions provided by the roles setting module, adding some line of code in “accesspermmission.xml” file. Something that I have managed to do adding under <!-- URL for SDAdmin alone --> heading the following
Changing checkbox entries.
Um.. I think I must be missing something here. When modifying a 'Resource Checkbox', I can't seem to work out how to reorder item as well as change text within. The only option appears to be to delete items, add new ones and set up all the rules again. Can someone help, this is driving me crazy because they want to add prices to all the items in our hardware catalogue and I basically have to recreate everything to do this.
Is there a way to be notified if another tech picks up a ticket
That is already assigned to you? Have a problem with one other tech that continuously picks up tickets that are assigned already to other techs. Is there a way to at least notify me or other techs when a ticket that is already assigned to a tech gets re-assigned or picked up by another tech? Thank you!
Scripting and Category Changes
Is there a way move incident categories tickets en masse as a group with a script of some sort? And generally, is there a tutorial for scripting in SDPlus? or even just some examples?
Missing Project tab after upgrading to 9409
Since upgrading to 9409 today I have now lost the project tab.
Removal of Timestamp from Task creation
We'd like to ability to not have a time stamp (hrs) assigned to tasks or the ability to disable notifications to within operational hours only or map the site's operational hours to the time fields. Current timestamp behaviour when creating a task is 00:00:00: This creates issues for techs/pms receiving past due/reminder notifications after hours.
Printing requests and worklog
Hi, When printing requests containing text in the description field in the worklog we have noticed that the text gets cut off if it contains too many characters. Tested in SDP 9335 and SDP 9406 with IE11 and Google Chrome. Please see attachments for an example. Regards, Alexander Nordin Region Halland
SDP service not starting after reboot
Just rebooted my server, and the service wont come up. this is what i see in the logs. 19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: java.lang.Exception: Exception while initializing DB.| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initializeDBAndPers(PersistenceInitializer.java:353)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initialize(PersistenceInitializer.java:327)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]:
Tracking of Service Catalog and Incident template changes
Someone in our environment had removed custom fields within a incident template, and the information within that field was lost for all existing tickets. We are looking to see if there is a method to see who made that change on that template? Also, is the information truly gone, or can I get it back if I add that field back into the template? If a logging feature is not available, and there is no way to secure templates from being editing by elevated admins, can you add this to your roadmap? Thanks,
Report Request - Adding fields to a Template query report
I have a report that lists all of our Incident Templates, their created date, and what the Resolution is pre-filled as: SELECT rtl.Templatename "Template Name", longtodate(rtl.createdtime) "Created Time", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 I need to add the following fields into this, and I'm not sure how. Request Type Mode Impact Urgency Priority Could somebody please amend my report
Scheduler Technician Group Question
Under scheduler there is a drop down for 'Choose Group'. All that is available is 'All Technicians'. Where are these groups defined? Thank you.
Two issues with the Notification Templates system..
Issue #1 Technician Notification – “Alert(or Notify) technician by e-mail when there is a new reply from the requester” The above notification template appears to also apply to technicians as well as requesters. When a ServiceDesk Technician replies to an e-mail from another Technician regarding a Service Ticket with the ServiceDesk e-mail in the TO: field The Notification Template assumes that messages being sent between two technicians are instead being sent from the Requester who originally submitted
On behalf of
I have ran the query on the database to enable to the option to allow a user to submit a ticket on behalf of another user. However, I do not see anywhere in service desk plus where it has been enabled.
Notification: Task comment creation (Project)
Under Task notifications we'd like to be able to provide who created the comment in the Task. This is especially useful when multiple people are working on a Project task and collaborating through comments. There is a 'created by' option but this is for the creator of the Task and not necessarily the person who has commented.
file attachment
hi. I did update to the latest version. when I try to add a file to a custom configuration item, it seems that the upload of the file goes well. But when I try to open the file afterwards I get a file not found error. And when I try to delete the file attachment on the configuration item, I am not allowed to do so. Please advice. Thanks. Best regards Thomas
issues with 9409 yet?
So far I've had some type of issue with every build of 9.4, some fairly major that we missed during testing. Is anyone using testing 9409 and come across any issues yet?
Every site with his own default incident template
Hi, I'm using SDP 9409 and I configured 2 sites and 2 templates. I need that every site have his own default template: Site1 -> Default template: Template1 Site2 -> Default template: Template2 Is it possible to do? If not, it should be a very usefull feature! Best regards, S.
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