SLA Notification
I have configured our system to generate notifications when SLA's are about to be violdated. My question is why can't I send the notification to a support group. It really is kind of dumb to only be able to email one technician. If that technician/manager is on vacation then no one will get the notification. Is there a way to use a support group for the notification? It would be extremely helpful. Or if there is some other work around that would be good to know.
Java Config File Settings
Is there information available how to adjust memory and other settings in ServiceDesk Plus Java Config file?
Longer than normal service requests
Has anyone else been experiencing longer than normal response for service requests? I attempted a phone call last week and waited about 15 minutes to talk with someone. They were not able to help me and stated they would open a ticket and get back with me but never did. I then opened a ticket for service yesterday morning and have received nothing but the automated response. Response times used to be within 24 hours yet the past few requests have been quite long. Anyone else experiencing this?
Error : Workstation audit failed. Could not identify the cause.
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan but some errors came.please check below Error. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Is it possible to change Status from Resolved to Closed in bulk?
When we went live our automated ticket closing was not enabled. Is it possible to retroactively change Resolved tickets to Closed in bulk?
App Asset Barcode Scanning
Hello, Can I please get an update as to when there will be an Asset Barcode Scan feature in your ServiceDesk IOS app? I am in the final process of purchasing your product but without this feature set its a deal breaker. Thanks, Lyle
Unable to close incidents as values are not available for the mandatory fields as defined in the Request Closing Rules
Hi. How can I close all attached incidents from the Problem. The incidents rules of the closing "Resolution" field is mandatory. If I have 100+ incidents enter the resolution too hard, but disable this mandatory is impossible. thanks
Adding a new software manufacturer
Hi All, I have a fairly straight forward newby question. How do you add software manufacturer's? I'm trying to add a new license and the manufacturer is not in the list. Regards Dave
Interrogation scripts
Hello, We have been searching for the following. Is it possible to add to a request interrogation scripts / Questionnaires? We have adjust the templates but we have put the interrogation scripts / Questionnaires in the description but when changing the templates this will not be updated. So is it possible to add interrogation scripts / Questionnaires to a request? With regards.
Servicedesk Plus Professional - should be able to split it by department
Last year Sir. Nirmal K. Manoharan came in to Brazil and gave me some great news. " at the first semester of 2017 SDP would be albe to segregate it's access by department. Evoluating to a CRM that could be spreaded to sereveral departments other than IT department. " So far, I'm not able to see that roadmap becoming true. What now ME, is that will still happen ?
Please update status of SD-63897
Dear Sir, Please update SD-63897 Status? Thanks Viraj Potnis
Stopping Duplicated Tickets
Hello, Is there a way ServiceDesk plus can stop duplicated tickets (auto delete a copy) Thank you
Apple APP doesn't works after upgrade to 9.3
Hi Can't login to Apple application after upgrade to 9.3 Can't see Domain available only Local Authentication and ShowAllDomains We use url https://SDPserver:443 Dmitry
Technician is not under the template scope for operation - REST API
Hi all, I encounter below error when running my script in the customer environment. [15:05:06:586]|[06-14-2017]|[com.manageengine.servicedesk.sdpapi.util.SDPAPIUtil]|[SEVERE]|[67085]|: Sending response - status - Failed - message - Error when adding request details - Technician is not under the template scope for operation - ADD_REQUEST Note: I tested the script in my working environment and it is working fine, no issues at all... The customer site is using manageengine service desk version 9.2
Disable automatically hidden or locked conversations for requester
Hello Could you please tell me how turn off "automatically hidden or locked conversations for requester" If someone reply (CC) for request, then requester cannot see this conversation. If it possibe to turn off this for everyone ? - please find attachment below sdp.png. where can i change this. My SDP version: 9309 Regards Lukas
SDP MSSQL Log is too large, can delete it ?
SDP: two server, one is service server. The other is DB server. There is one log on DB server which is too large, about 80G. DB is only 20G path log name: servicedesk0524_log.ldf If the log is deleted, is the service nomal? Thanks!
Problem Importing 1 Requester from AD
I'm trying to import one requester from Active Directory. When I import him by username, the result window shows: Total Requesters in Active Directory - 1 Added Records - 0 Overwritten Records - 1 Failed Records - 0 However, when I search for that username in the Requesters list, no results are found. He's also not listed under Technicians. He was once a technician, now a regular requester. I did try to manually create his account, but I receive an error that a person with that username already
Add Stage Two Approval Details
Dear all, Would like to add Stage Two approval. But I cannot see any option for doing this. Optionally, can we have more that two approvers per stage (like for Stage One)? Seems currently this is not possible. Any guidance will be appreciated. Regards, Davis Onsakia NB: Check attached a snapshot of stage one approval and cannot go to stage two approval.
When a user put in an invaild email address into the email id's to notified field
This causes the ticket to not be resolved by one of my techs. I also can not delete the invalid email address even though I am the administrator. How can I fix this?
Report on open requests by age
Hello, I am looking for some help creating or modifying a report that will show all requests that are not closed or resolved , sorted into three groups: >/=30 (but <60) days old, >/= 60 (but <90) days old, and >/=90 days old. This report will need to run every week, preferably automatically without needing to re-edit the report every week to change the date ranges. Only the request ID, technician, status, date opened, time of last update and request title fields are necessary to display for each
Edit muliple workstations
Dear support, I would like to have a feature to edit multiple workstations at one time. Like the feature to edit multiple requests. This option isn't available yet. When we buy new workstations they will be scanned automatically. Some fields will be filled in automatically others stay empty like cost, Acquisition Date, warranty expiry Date. When u sort the new bought assets it would be great to mark them and edit those fields for all selected workstations at one time. Thanks, Jordi
9311 vs Chrome
Since upgrading to build 9311, Chrome will no longer work with SDP. I have to use IE or IEtab for the site to even render. This initially was happening as part of the 9310 SSO issue but as 9311 was supposed to fix this issue, it seems odd that it not only didn't fix SSO, it caused the site to not render as well. I've since rolled back our production SDP box to 9309 and kept my test SPD box on 9311 to try and troubleshoot. Anyone else having issues? Sean
Integration with WorkFront
Hi, We use Work Front for project and task management (www.workfront.com). Has anyone integrated SDP with Work Front before? Looking for knowledge/tip sharing. Thanks, Lee
Creating a request automatically based on another request
We're using SDP 9309. We use service catalog requests extensively. One of the things we use it for is creating new users. The New User service catalog request template has tasks and workflows built into it. One of our tasks is the activation and configuration of an employee cell phone. The problem is we typically don't provide employees with a cell phone until they've been working 60-90 days. However, we do not want to keep the request open for that long just to wait on completing a couple task items.
Due date not showing
Hi, I don't see any due dates in my request lists. Ive set up the SLA's but not sure if I need to set up anything else? Please advise Regards
Bell Notification dosent work
Hi, Bell Notification dosent work after update My version is 9.3 Build 9309 I run this report and dynamicnotifications is ENABLE
Purchase Request Issues
Version 9.3 Build 9307 Where to start? We have a number of Users assigned as Purchase Request approvers, however when a Purchase Request is submitted, the User is unable to print a full copy of the Purchase Request. Can this facility be added, and can the format be more like the Purchase Order print format? Shipping Details: When converted to a PO, this becomes the Shipping Address. This should be specified as "Shipping Address" on the Purchase Request, not "Shipping Details". There should be the
ServiceDesk Plus REST API and Json
Hi there, I am currently creating an integration between SDP and another support system and was wondering if it is possible to use Json data format for creating a new request as opposed to using the xml post attribute INPUT_DATA as outlined in the API Documentation. If it is possible to use Json, do you have any basic examples or documentation for this. Please note we are currently using version 9.0 Build 9003. Thanks for your input Allen
Requests still present in "Requests Pending My Approval" view even if approved
Hi, in our Service Catalog there are some items with a single Approval Stage but two or more approvers configured. It happens that even if I approve the Request, it is still present in "Requests Pending My Approval" view until others Approvers approve or deny it. Any idea on how to solve this issue? We're on 9.308 Thanks in advance alessandro
Assigning Edit rights to Custom Dashboard
Hello, I have created a shared Dashboard call Europe IT, I would like the Regional IT head & one his Team member to be able to make the changes ("Add/Remove the Widgets") to the custom Dashboard. In the Dashboard settings i have only option to Share, and with that option the other cannot make the changes to the Dashboard. Kindly suggest. Thanks. Pankaj Bhadage
Localization Android Apps ManageEngine Servicedesk
Hi. How can I change language in andriod application to russian? In web browser is all fine, but not in android application.
How do I change the requester details?
When are we going to be able to decide on what we want in the requester details. Currently - ours shows a field called Job Title - a field we do NOT want. We can't even hide this field. There are also some additional fields we might like to add to this section but this option is just not available to us. Can you please advise on when or if this is ever going to be available. Thanks Eithne
Security/Permissions for Task Worklog
Hello, I was wondering if it is possible to limit permissions on the task work log in Service Desk? If an individual is an owner on the task can we make it so they can only see their work log details for the task and no one besides them? Thanks
all admin accounts losing privileges
Hi ... i try to organize a service desk plus setting by modify some sites and technations .... but after a lot of efforts unfortunately i found that all technations who had SdAdmin or SiteAdmin lose there privileges ... i try with the local administrator account also the same thing just 3 taps showing for him as normal requister i try to restore old backup after one week but unfortunately the oldest backup after my modification ... please ASAP i need your help to find any way to change somethings
Add requester not in via AD sync error
We have this option turned off Yet is a user enters a Requester name in a Change who is not in the system and saves the request, they get a prompt: Is there something else we need to do to turn this off? And if not, what does the top option apply to? Thanks David
Enhancement to Custom Views & Distribution
We have a need to standardize views for our techs to ensure they are managing their requests properly and seeing the appropriate columns - that we want them to concentrate on. Example: I have a couple techs in Desktop Support I want them to see All Requests within selected Categories, Groups and that have a status of not closed or resolved. The above is easily done. What I want too do is set the columns I want displayed within the view and set the sort order of columns and rows. (would be awsome
Inventory Reporting
We are in the process of restructuring our IT budget and am thinking about leasing assets to departments, charging them a flat fee per month per asset. My question(s) are as follows... 1) What is the best way to run the report on what assets belong to what department? and 2) Is there a way to implement the internal lease cost in asset management to calculate the total charges to each department per month? If these tasks are not currently feasible to do in SDP, could this be an enhancement for a
Business Rules Explicit naming
Hi, Can you set a business rule to only look for specific text and not "contains" ? For example , we just want to apply it for AAA, but not run for CAAA or AAA-1234.We're unsure the "IS" is suitable as this provides a strict condition as our field may have the AAA somewhere along the string. Any ideas ? A
Problem with AD in SDP
Hi, I have problem with AD in SDP. I receive bellow message in SDP log, when I am importing AD: [10:09:36:841]|[06-13-2017]|[com.manageengine.servicedesk.servlet.ClientLogServlet]|[SEVERE]|[127]|: Login user(id):3, Error occurred-->Uncaught SyntaxError: Unexpected token <, in file name:http://localhost:6060/ImportADUsers.do, at line number:236| Error screen shot is attached. What is problem? Regard Hamid
what is the status of SD-63897
Dear Sir, please update Status of below ID? Thanks Viraj
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