Authentication issues after upgrading to build 9217
Hello, Is anyone experiencing AD authentication issues using build 9217 or build 9218? In our environment and for some unclear reason it looks like SDP sometimes tries to authenticate the user based on the email address rather than based on the login. Best regards, Demetrius
Scheduled reports: how change the owner or admins can see all reports
Hi, we have a big problem with scheduled reports, a big number of them was created by various users and when we need to edit them only the original user can see this reports, we need, at least, admins can access and edit this reports. There is a way to do that? Regards HOliveira
Billable work order
How can we create billable work order from Service Desk tickets?
Export Support Groups and all Technicians
Hi All, I was wondering if someone would be able to help me with queries to run a couple of very simple reports. 1 - Just looking to export a list of all Technicians, also showing the default columns when you browse to the Technician list in the tool. I had a search on here and also tried to look for an option on this page in SD+ but couldn't find a way to do so. 2 - Export a simple list of all support groups. I had a search on the forum for this also but couldn't find one that was applicable.
Asignación de Tareas a Grupos
Buenos Días, cuando agrego una tarea nueva puedo ver todos los técnicos, atendiendo a que configure para que solo vean algunos. Existe alguna configuración previa para que esto funcione...?
Missing/Hidden Site
Dear, During the initial setup of SDP, I had created a site pertaining to the main branch. However, I've recently noticed that it is missing from the list of sites, in all modules of SDP; though when I try to create a site with the same name, I get an error message that it already exists and I can't create a duplicate. I've checked in all modules of SDP, and it isn't available where trying to link a request, templates, problems/changes, requests/technicians, or assets. I've searched for any possible
Are there any updates to Feature ID: SDF-38818 (Capability to IFRAME ServiceDesk Pro)?
I am not sure where to look at the updates for this capability so I was wondering if I could get a status update on this feature? We are 14 days from renewal of ServiceDesk, and are unfortunately going to be forced to NOT renew if this feature does not exist (and we do not want to do this, we LOVE SD!!), but the capability to IFRAME SD into our portal infrastructure is imperative to our business model. Please let me know if there are any updates and if there is a possible out date that this might
Technician is seen as Requester after server restart
Good day, We have a 2 technician license. I have deleted the built in Administrator and added both technicians, myself, who is also the Admin and my assistant who is only a site admin. For months I have been auditing the system, adding purchase prices, depreciation, non-IT assets and the like. After a restart, when I log in, the system things I am a requester! How do I resolve this? Regards
Change Site Assigned to the Support Group
Hi Dears Is there any way to change the site of the Support Group?!!! for some reason i have to change a site of group but i dont want to recreate the group and i have to use this group. how i can do this?? thanx
Edit mode directly when clicked on system tickets
Hi all, Is it possible that Edit mode appears directly when the technician clicks on the tickets which has the mode as "Email or Web Form" ? The reason is that all these tickets are generated with a ticket number whenever an email is fetched or sent via web-form. But when the technician clicks on it, the ticket is opened with the message from the user without any proper classification of the ticket and we have to click manually on "EDIT" again to modify the changes and then save it again. Instead
How do i start with Asset Management
IT Asset Management is becoming a pain the butt for me to setup. We have about 30,000 items in our assets right now that were put there by our PO system. We have never used Asset Management, but we need to. I don't want to delete the assest currently there because i was told by support that they will break historical POs but i need to figure out how to remove all the misc keyboards, mice, hard drives, etc that we purchased throughout the years. There is no way to tell if they are even here anymore.
Incident template DueBy date
Is there a possibility to add the DueBy date to an Incident template or Service Catalog item for the Requester to be filled in? For example when a new employee enters the company in 2 months and his/her manager already created an incident for the user account creation. This while there is a very strict SLA regarding user account creation and this SLA is not necessary for this specific case. Off course we could add custom field called 'DueBy date Requester' or something similar and copy over the value
Want to change Incident-Add'l Field format
We would like to change an existing required field on Incident Templates from Multi-Line Free Text Format to Multi-Line Pick List. Is this possible without creating a new field and editing all the templates? Example. Currently "Department" is a Required Field for a "User Security, Menu, Directory Change" Request. The field is Multi-Line Free Form Text. We would like to make this field a Multi-Line Pick List. Thereby bringing consistency in input by users. Option to select 1 of 14 designated
Is there any way to use the "email id to notify" field just to notify the e-mail
Hi, Is there any way to use the "email id to notify" field just to notify the e-mail but not no reply. I mean when a request is created we use the field "e-mail id to notify" to notify anyone out of our organization that the request was created, but when the technician reply the request, the e-mail on the field appears like Cc e-mail. can I prevent that?
Violation of UNIQUE KEY constraint 'SoftwareList_ UK1'. Cannot insert duplicate key in object 'dbo.SoftwareList'
Help, when restoring a backup I get the following error, and change with the next line registration restoreData.bat: Dsdp.restore.error.ignoretables=softwarelist com.adventnet.servicedesk.tools.RestoreDialog C:\ManageEngine\ServiceDesk\bin>restoreData.bat ******************************************************************************** * Restore DB Setup Wizard ******************************************************************************** * Execute Restore DB Utility from
PO attachment have wrong mime type when using firefox?
I have noticed lately that when you try to open an attachment that is part of a purchase order the mime type seems to be corrupted when using firefox. For instance if I try to open a PDF attachment it defaults to application/x-download and doesn't select adobe reader as the default application to open the file. I have tried to delete mimetype.rdf in the firefox profile but still have the same issue. Ticket attachment work fine. Also PO attachment work fine when using IE instead of firefox. Any ideas
Is the survey component very limited, or is it just me?
We're currently using SDP 9.1 Enterprise. We've never used the survey component before, but after some discussion among our group and some managers, we've decided to start using it. Some of my questions are: Is it possible to create more than one survey? We would like to create different surveys for different issues (one survey for network issues, one survey for general support requests, one survey for production systems being down, etc.) and send them out according to the type of incident. Is it
Excluded device
Hi, there is an issue in SDP with scanning. During scanning stations, occurs an information, that stations were excluded from scanning. In exclusions aren't any information about these excluded stations.In attachment are placed pictures.
Set additional fields when sent to a specific email
I am trying to set some additional fields when an email to sent to a specific email address. I am trying to create a dynamic notification signature for ticket creations. If an email is sent to support@cheniere.com than the groups is set based on email. Than the fields rules would set the additional fields if group equals support. But these fields rules do not trigger when an email is sent. They work if I create the ticket within SDP. I have also tried to use a BR to set the category to a specific
Error to start after update
Hi We tried to update SDP and some erros occurs. Now we can't start the service. Already tried to restore backup with no success
Talk ITSM: Part 3: Basic training on ITIL modules of ServiceDesk Plus
Hello All, Thank you for your participation in the Talk ITSM: Basic training on ITIL modules of ServiceDesk Plus webinar on June 28. It felt joyful to see so many of you attend all three parts of the Talk ITSM series. Your enthusiastic participation confirms the need for many such engagements with the community. We hope to organize regular webinars for specific modules based on your feedback. The last webinar had an active question-answer session. We have compiled all of them here for the benefit
Serial number vs Service tag why are they in the wrong fields
I have noticed that all my computers synced to SDP from DesktopCentral put both the serial number and the service tag in the Service tag field in SDP. Shouldn't the serial number of the product go to the serial number field? Why is this happening, and how can I change this to accurately account for these fields?
Prevent forwarding tickets to HelpDesk making me the requestor
When someone emails me about a problem (instead of the helpdesk like they are supposed to), I normally just forward their ticket to the helpdesk. This creates a ticket with me as the requestor, which I then have to go in and edit the details, and I can't get all the details correct (like Asset, for example). The only other solution I have found is to just copy/paste their email in as a ticket under their name. Granted, I could just tell them to submit a ticket, but a simple way for me to forward
UTF-8 error
Hi Dear all we are currently using SDP standard edition 9.2 Build 9200 , Also we have configured the XML files regarding UTF-8 encoding but we are still unable to receive correct formatting in the emails or tickets in our environment . Is there any other modifications to be done in the server ? Thank you
Asset csv Import required field changes
Is there a way to change the required fields for importing assets? Computer name doesnt always make sense as if its a new computer, there is no name. But Serial number is always unique and identified.
Asset Search
Hi, When I open the Asset tab and search for an asset automatically workstation is set for search. Is it possible to set it on asset to view all the assets on the requesters name instead of only the workstation? We upgraded recently to version 9217, before we never had this issue. Kind regards, Jordi van Oosterbosch
SLA Wokring
Hi Dude, I have setting SLA and Priority, it's work, notification working but i have some problem: SLA does not work in after office hour, the ticket will have violated. Chromology: - I'm setting Operational Hours : 08.00 - 19.00 - Ticket come, in time 20.04 (5 june 2016 - before assign engineer), the ticket not violate - After assign help desk team (08.02 6 june, 2016) tikcet is violate - Check capture configure SLA: Thanks For Response
how to create flexible OPTIONAL change approval stages?
Dear All, I'm new to Service Desk Plus and am tasked with setting up templates and workflows for change requests and release management in Service Desk Plus for the eHealth department of our hospital. Our IT department also uses Service Desk Plus so whatever we build to meet the needs below must not change the approval stages/set up for the IT department. Any advice would be appreciated! The approval process for e-Health changes is complex because it involves local stakeholders, State Governance
SPAM filters
Hi! We have problem with SPAM filters. When only one value is set , i.e '@fl-sitem.hr' filter is working but when we add another domain i.e. @gmail.com filters are not working. We have free edition. Rule which is used is "Sender is not contain:"@fl-sitem.hr" or "@gmail.com" Thanks! BR,
Email templates not working correctly
I am very new to Service Desk Plus 9.1 as I just started at a company that has just started using the software. We are trying to set it up so users can send an email to an email address that we have set up to generate tickets. I just need to know how to create templates to catch their keywords and apply it to the correct template to create the ticket for our helpdesk team. Any help is greatly appreciated. thanks!
Number of Max users and Max Technicians one can have in standard and professional and enterprize edition?
Hi Team, I want to know the number of max users/requesters and max Technicians one can have in standard and professional and enterprize edition.
ServiceDesk Plus Technicians and Users
So I constantly have users talking to me about portal improvements, etc. The problem is, I have to create a test user to see a portal. Can a button or something be created where I can switch my SD view from technician to end user? Does it exist already?
Notification Pop up?
Is there the ability to enable a pop up whenever a notification has been received within Service Desk Plus 9.2 build 9212 rather than just monitor the icon for an alert?
Picking up several requests at a time caused a merge action too
Hi, Our technicians are reporting that in some cases, when they select several requests from the main view an use de drop down "action" menu to select "pick-up" the systems performs the pick up but ALSO a merge! This is not happening everytime but it happens sometimes, which causes big confussion to customers. Do you know why is this happening? Anyone there with the same problem? @Database Name = Microsoft SQL Server@ @Database Version = 09.00.5057@ @Current Build = 9121@ @32 / 64 bit installation
Moving ServiceDesk Plus server to DMZ
Hi guys, I would like to move the server into the DMZ in order to be able to use it from the internet, everywhere without VPN. I've read your forums and i've seen that it's possible to do so. I have dressed a list of ports to open from DMZ to LAN in order to make ServiceceDesk work as it was in LAN, but its too much for the security of our LAN and I'm not authorized to open so many ports: - TCP 22 SSH (would like to avoid) - TCP 23 Telnet (would like to avoid) - TCP 135 RPC - TCP 135
How do I : Send an email on form submit (Service Catalog)
I created a Service\Request catalog on the help desk. This one is for terminated employees. Under work flow you can assign approvers, which is great I have it set to 'report to' and 'Dept Head'. But I also need to inform my HR and Paralegal, I can't find any easy way to do this. I can execute a script on form submit, but it says it requires java scripting and I don't know java scripting. It looks like I would need to create a script that would send an email to a couple of employees, with some
SBS As400
Buongiorno, Stiamo testando il prodotto per il monitoraggio di un sottosistema su un as400. Impostando una fascia oraria di notifica, abbiamo verificato che se il sottosistema viene chiuso prima dell'inizio della finestra temporale, quando viene raggiunto l'orario di notifica non ricevo comunicazione. Esiste un modo per inviare la comunicazione se il sottosistema è disattivo quando inizia la finestra di notifica? Grazie Jacopo
required fields did not work for custom field
Good day. After update SD to 9.2 build 9212, existing custom field in template request not work as required. The field is marked as required, but when a user sends a request and does not fill this field, DM sends a request message without the mandatory fields. Field was created in version 9.0 and befor update work good. Can any help me ? Thanks.
Emails are not seen in the conversations of the request
Hi, Your help please, the mail of client is not displayed in the request. If you can see in the mail that you have configured but not seen in the conversations of the application. Today we have the next configuration: Thanks for your help!
Moving data base information from one service desk to the other.
We are currently running two service desks in our company for different departments and would like to combine it into one. how do i move the data from the one service desk to the other?
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