Custom Script Help
I would like to create a custom script that stops a request from closing IF: Level is "Technical Problem" AND The request has not been associated with a change Any help would be appreciated! Adam.
New Installation on Linux Missing MySQL option in CHangeDBServer
Hi, I've been running SDP for awhile and now want to move it to another server. the server in question is Unbuntu Server (Linux), currently running under windows on MySQL. The installation has worked fine so far and I run SDP as it stands, the issue is when I run "sudo sh changeDBServer.sh" the windows pops up but only offers me PostgresSQL Server SQL Server No MySQL. On the windows server it offers me MySQL fine. The Linux server is running MYSQL fine as I have other databases running on it. Firewall
Change Module - Wish there was an easy way to see how many CAB members have approved a change request
When looking at the list of all changes, I wish there was a column where I could see how many CAB members have approved versus how many I'm waiting on to approve. It takes time to have to go into each change request to check on them. I do get reminded when a recommendation is made, but I'd like an at-a-glance view also. If there was a CAB column added that would reflect 1/3 or 2/5 (like the Tasks tab does), that would be very helpful!
Add Task to Project Via Request?
Hello, I was wondering if there's any way to create a task in a project from a request? I noticed that there's an "Execute Script" ability in the Field & Form Rules and was wondering if there's a way to use that to accomplish this?
Mail Fetching Stopped
Hi Guys, Our Service Desk Plus MSP just out of the blue stopped fetching emails, its been a few days now and i have done everything i could: Updated the server (windows Updates pending) Restarted Win Server Restarted SD Tool I can login to the mailbox on office 365 (exchange) but the SD+ wont pull any mails... but nothing ... Print Screen http://prntscr.com/imkhfa Thanks
Elapsed time outside office hours
Can someone explain how elapsed time works on a ticket? We run our Help Desk from 8 am to 5 pm. The expectation is that Sev 1 priority tickets are handled outside of business hours, but Sev 3 tickets are handled during business hours. Is there a way to get a metric for hours elapsed within business hours only? I know that we can set up SLAs based on hours elapsed based on the priority, but is there a way to show exactly how many hours are elapsed per ticket?
HowTo SSL Certificate
Hello, I had a working SDP. Unfortunatly my SSL certificate is not anymore configured. When I try to use the way, which is in the manual, I can´t find the Server.xml anymore. The folder "[ServiceDesk Plus MSP Home]\server\" is empty. Where can I find an updated manual? Or is this a Bug in my Installation? Thanks in Regard Frank Schieferdecker
Hi.
I am testing the application. I installed the software and started the server but how can I access? Thanks LC
System reply to it-self
Hi, I just finish fresh install of 9401 on new server. Now, i receive request on it, no problem. but, i see the system send email to him-self after notify the requester. This is annoying, when i close the request, its re-open the case. This cause problem to our team. which feature do i need to look at to fix it ? thanks David
Cannot delete assets in service desk please find screenshot attached
Cannot delete assets in service desk please find screenshot attached
Only Local Authentication shows in Mobile app login page build 9300
Only Local Authentication shows in Mobile app login page build 9300. AD is not shown there
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
Projects in ServiceDesk Plus do not send mail to person whom a milestone assigned or included in Project Member.
printer - operating costs
How to deal with things like operating cost, especially in printer context? We have printer purchase cost and we need to add toner/cleaning costs etc. How to add new "cost factor" named "operating cost" in "Financials->add cost" section?
SDP contracts
Hi all, I can not find a solution to allow access for some requesters to contracts. For example, have managers which are requesters in SDP but some of them need access to Contract tab to view informations that technicians fill. Is that scenario possible? Regards, Ognjen
Create a Request by email parsing while requester has NO login account?
By default it is not possible to use email parsing (email commands @@SDP@@) when the Requester does not have or can not create a Login account, so I am looking for a work around. Could be with a script (xml/json or Python)? I have added 2 additional fields with the Name and Email address of the Requester to the template. The Email was sent from a "default" requester, so I just need to change the Default Requester with the Additional Fields (name and email) after the Request was made. Ideas?
Request CLOSURECODEID getting cleared out for some Closed requests?
It looks like the Closure Code (CLOSURECODEID field on WorkOrderStates table) may be getting wiped out for some of our Closed requests. Has anyone else seen anything like that? For example, one of our requests that shows a Status of 'Closed' on the Request screen also shows a Request Closure Code of 'Not Assigned'. Yet I can see on the History tab that the request was 'Resolved' by one of our Technicians and immediately had a value of 'Resolved/Fulfilled' selected for Request Closure Code. About
Reset admin password
How do I reset admin password
Notification rules - Notice of resolved
Dear: As shown in the attached file, I have marked the option that clients will be notify when the requests are resolved. Also, I have defined the template to use in these cases. However, the notification emails of "resolved" are not reaching to the clients. The strange thing is that the notifications of "reception" and "closing" of the requests if they are reaching. What may be happening ????
LDAPS in SDP?
I know you can use Active Directory with SDP but this passes the password in the clear. Can you use LDAPS with SDP? If so, how? Thanks
Change module notifications
Hi all. A little question about notifications in change-module. It is possible to send notifications from the Change, but if the reciever of that notification/email wants to send a reply, this doesnt seem to be inserted in the Change, like in the Request module. Is this by design, or is my installation faulty? I cant seem to find anything about it in the documentation... I hope someone can give me a quick answer to this.... //Jens
Servicedesk - AD authentication with DC W2016
Hello to all, we are planning to migrate our DC's to W2016. Could you confirm us that SDP "Pass-through" Authentication is compatible with this SO? Thanks in advance
Receiving User does not have enough privelage to perform the operation using API
Hi, there is an issue using the Rest Api to get a request details. The user where the API key was generated from has SDAdmin role assigned however is getting the following error. Error when getting request details for request - xxxx - Error when getting request details for request - xxxx - User does not have enough privelage to perform the operation Do the permissions need to be adjusted to support this?
Only 500 results Search
When i search , in module search -> Request -> Default search and write a keyword, only shown max 500 results. In can increase this limit ?
Organizational roles in CMDB
Hi, Is it possible to list the organizational roles as CI's in the CMDB? An example for a use-case would be to tie a person with an organizational role as responsible for a server. SDP 9335 Regards, Alexander Nordin Region Halland
Python script to populate request details in associated tasks issue
I found the following script in the resources area: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description I have followed the steps outlined on that page but my task titles and descriptions are not updating at all. I looked at the system log and I find this error when I try to run the script: JobExecutionFailure: jobId:150967; ErrorMessage: java.util.concurrent.ExecutionException: java.io.IOException: Cannot run program "python" (in
Vendor Access
All: We have SDP on a server internally and I need to be able to let a vendor access the software for tickets. What are the options for this?
Requester search not working
Hi, I am trying out SDP 9335 and noticed that the search function for requests does not work at all for the requesters if the language is set to swedish (please see attachments). When set to english, the search works, but you are only able to search for request ID:s. Is there a fix for this? Regards, Alexander Nordin
Restore default change management
I've played with the change module and I would like to restore the configurations I've made back to the original settings...is this possible? Can I revert back to the original state of the Change module? Thanks
Problem saving change templates
Hi, After recently upgrading from 9327 to 9335 we can't save any changes made to change templates. I noticed that this was fixed in 9402 but I want to avoid going through an upgrade again as this is quite a process within our organization. I do need to be able to save changes to templates though, so is there a workaround i can use instead of upgrading to 9402? Regards, Alexander Nordin Region Halland SDP 9335 MSSQL
Notification on reply or on append
if we get a reply on a specific job # the technicians are no logneur altered by mailk
Number of days between created date and current date
MYSQL. Can someone please tell me how I can get the number of days from created date to current date?
Onboarding/New Staff Member
Hi, I would be interested to hear any suggestions. Currently the setup form is configured to go from HR -> Manager for approval however the manager will need to edit some fields to provide information such as access requirements. What would be the easiest way to do this?
preventive maintenance schedule - every other week
Hi Guys, Is it possible to create a preventive maintenance task that only has to happen every other week, not every week?
Enterprise Service Desk
How are is it to move our existing ServiceDesk over to Enterprise ServiceDesk, so we can create multiple ServiceDesk instances for other areas in our business?
Request attribute "Service Request Approver" needs to be checked for several requestors.
Hi I have a need to update a attribute "Service Request Approver" for requestors. Hence I need to update this field for about 300 requesters. Can this be done through mass update or similar?
need help creating tasks so that when task is created for a different group, the Request assignee/group changes accordingly.
We are trying to create tasks on certain Request templates (Computer Load), so that tasks can be kicked off for QC Review (Quality Control Review), and Software Licensing Review. We want the tasks to change the Assigned User/Group to QC Review Group or Software Licensing Group, instead of the initially assigned group for that request.
Active Directory & Workstations
Good Afternoon, We have set up our instance of ServiceDesk Plus to work with our Active Directory system. When a PC is found in AD, Service Desk Plus and Desktop Central will find and report on it. If a PC is removed from AD, it's also removed from both. My question is this. How does it retain any information that you manually enter into it - like warranty and purchasing information? Do you have to store this some place else? For instance, we remove the machine when moved to Storage or renamed, not
Big problem after 9401 upgrade
We upgraded to 9401 february 15th. After that we have big problem with SDP become unresponsive and I must restart service. This happen 1-2 times per day. Database: MS SQL 2014.
How to assign activity project to more users?
We noticed that we can add member to projects and assign them to the activities. Is possible to add Group to projects and assign an activity to one groups of requesters or technician? Thanks.
Filter emails received by technicians
Is there a posibility to filter the email that a technician receives based on Group or Site setting? A technician should receive information about the tickets opened on his site/group and not all of them. Is that possible somehow? Thanks!
Next Page