Service Catalog Form Designer
Hi, Under Service Catalog-> Form Designer, is there a way to make the Resource Fields that I added mandatory? We want all the users who submit such a request to provide the information we require, If they don't fill in the required fields, they will not able to submit request. We are using ServiceDesk Plus 9.0 build 9003. Best Regards, Nicole
Scheduler - "Move requests to unassigned state" doesn't seem to work.
Hello all, We want to create a scenario where if one of our technicians calls in sick for any particular day his/her currently assigned tickets go to an unassigned state using the scheduler. I've tried configuring this however when I select the "Move requests to unassigned state" and click the Save button, it doesn't appear to actually save or work. We're currently on version 8.2.0 build 8211. Any help would be greatly appreciated, thank you
Is it possible to post file as attachment using Http post API available with Service Desk?
Hi We are creating a ticket in Service Desk using Http-post URL along with content. This feature is working fine. But when I try to post file as attachment using Http-post URL . We not able to see attachment in Request. Please let us know, Is it possible to post file as attachment using Http post API available with Service Desk? -Rama
EMAIL issue
HI Support, I am having problem with email alerting.There is no problem with mail server setting, i received a test mail. But cannot configure the email notification. Here is the screen shot. The error message is "java.net.SocketTimeoutException". or Unable to connect to the mail server. Please check if the Mail service is running on the specified port. Many thanks,
Survey Questions - Examples
Hi All, Does anyone have any example questions for my survey? Thanks
Option to make description field non visible to users in service catalog
There are a lot of service templates for which users have to choose just some resourses from the list and they dont need to set the description. In this case this large wide field just occupies free space. Is it possible to make description field non visible to users in service catalog?
Upgrading to SDP Build 9003
I have been running Live with SDP Build 9000 and would like to upgrade to 9003 but every time I download the upgrade file and try to run the UpdateManager, an error message pops up informing me that the file is either corrupt or there is not enough disk space. I did my original download on March 13 and have downloaded a few times since then in case the file was updated. I have checked security settings and the file is not blocked by Windows. I have disabled AV software to make sure that is not blocking
Problem with SQL Database Restore
Hellow, I try to restore my SDP database, its finished with error. After first restoring, SDP service not starting Restore data log: INFO: setdbhomearg set in mappings.xml :: [null] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: Final setdbhomearg :: [false] Mar 18, 2014 10:52:50 AM com.adventnet.updatemgr.util.ConfUtils parseXMLAndInsta ntiateDB INFO: properties sent to adapter initialization :: {jndiname=MySqlDS, name=mysql , setdbhomearg=false,
Ticket re-open after requester reply notification Re-solved
Hi, Ticket is re-open after requester reply notification Re-solved. In our roles, requester can not closed ticket, and it will be closed by system after 3 days resolved. And our requirement is when ticket status resolved and requester reply notification resolved, it will become conversation. Is possible to configure like on attachment "Closed ticket" ?
duplicate barcode
hello i need a report of all assets that have duplicate barcode or serial number
Cannot access service desk on web browser despite the ManageEngine service has started.
Hi, I am trying to setup a test environment on Windows 7 with SQL Express 2012. I was able to install 8214 successfully and run it withe empty database. I was able to restore my production .data file on to this test instance. I ran "run.bat" in the bin folder to start Service Desk and I got a message that tells me, Server started..... Connect to htttp://localhost:8080/. When I open this on web browser, I get page not found message. I tried to access the same from another computer, on the same network
SLA Escalation to Non-Technicians
Will it be possible to have SLA escalation to non-technicians. Currently a violated SLA can only be escalated to a technician.
Change Templates
To help with a new Change request would like to have Change Templates that pre-fill in fields and/or restrict who can be set as the ChangeApprover. As it is any technician can create a Change and Approve it. We wish to have a Security Change Template and only allow a small specified group that can approve it. This Change template would have the correct CAB group selected plus other roles set when the Change is requested.
Can't scan ESXi 5.5.0 host
Hi! SDP Version: 9.0 Build 9003 Hosts accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created VMware credentials. Upon scanning the server via Vmware, the following error shows up when using both credential were used: Connection to SSH Service in the workstation failed. ESXi 5.0.0 scanned normally. Error only ESXi 5.5.0 Please advise, support file available upon request. Thank you in advance.
Link Task Templates to Service Catalogue Workflow
Good morning, We are currently evaluating SD 8 Enterprise Edition and are currently going through the config wizard. We have just setup the large number of task templates required and have moved onto setting up the Workflows for each of our service catalogue entries. When setting up the workflows we had assumed that we would then be able to pick from the list of task templates we have previously setup. It however appears that we now need to re-enter each of the tasks again (in some cases multiple
Change Management
Hi, for some reason we cant remove the changeowner and changemanager from the template that we build (new template). When I remove the rol and save a popup with this message appear: "Already a Change Template in the same name is present. Please provide a different name." Other problema is that we cannot see the new roles to add to this new template. We want to add the new roles to the default template and remove the default roles. Thanks.
Import Manager field from active directory
Hi Any progress in importing Manager field from Active Directory? This issue has been on-going for a long time. We are in the process of trial using Desktop Central 8 (very nice product btw), and guess what? Manager field gets imported! Can you check how Desktop Central imports it but ServiceDesk Plus cant? regards, Ashburn
Change Feature Request: Recurring Change
Hi, I need to plot several recurring infrastructure changes however there is no possibility to do this currently. The Change has been approved but is a recurring weekly change. How can I show this on the Change calendar for our Operations team and Business as a whole? The CR should show on the calendar on a weekly basis as a pre-approved. Thanks,
Change Management
Hi I have created a new Template in Change Management in 9.0 Build 9000. I called it SDGeneral and deleted the existing one that came with the upgrade. Now I am unable to see my new template or even create new templates, in fact it is missing. I am able to see the SDEmergency template but when I click on this all I see is a blank page. Thankfully this is on a test server and not rolled out live. unfortunately we don't back up the test server. if there a script that you can sent to me or do I need
Domain Scan in Progress - Never Changes
I am having a weird problem. The status of my domain scan is always showing as 'In Progress' this is even after shutting down servicedesk, restarting the server, restarting the sql services on the sql box hosting the database. It has been this way for three days now. How do I go about stopping this since I can start another new scan but it appears even after a couple hours where it should be finished the scan progress does not change to completed.
Missing Technician in SLA Escalation List
I am creating SLAs for Service Categories, however when I choose the technician to escalate the request to I find one of my technicians is not in the list. Can someone assist me on how to resolve this?
Change Backup Upgrade Path
Trying to update our test environment fron 8105 to the latest version & the auto backup is failing due to limited disk space. Is it possible to change the path of this to a network share? Hoping to utilise a NAS for this purpose.
Updating from 9000 to 9003 Issue
I am trying to update from 9000 to 9003 and it keeps failing on me. Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:311)
Assign ticket to multiple technician
Hi, I am stuck in a situation I want a assign a ticket to multiple technician base on the the category Whether its possible in service desk . Please reply Regards, Mir Amer Ali.
SLA based on blank fields
Is there a way to set up an SLA to trigger if a specific field (Priority, Category, Level) goes unpopulated for a specific amount of time? When I try to make the rule, it requires me to select a value for those fields, and I cannot type NULL. Thanks, Dave
Customising colours in graphs
Hi we currently generate a custom report that shows a table of all requests assigned to a group, with a summary stacked bar graph showing the status of requesters tickets e.g. Bob has 2 open, 10 closed etc. This is showing the responsiveness of a high priority project. It would be good to be able to change the colours on the bar graph. They currently show red for closed tickets but to us it should be green or at least gray. It is good to deal with tickets and have them resolved! Red means bad or
ServerContainer Fails Upon Startup
We're currently trying to test out ServiceDesk Plus free edition to possibly move towards this solution in our company. After much troubleshooting to get to this point when running the "run.bat" file PS C:\ManageEngine\ServiceDesk\bin> .\run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: C:\ManageEngine\ServiceDesk\bin\\..\jre\bin\java . JAVA_OPTS:
sso
Hi colleaguesPlease tell me sso function is only available for a single domain? Сan i apply it to two or three domain? Thanks!
SDP 9002 error restore
Good afternoon. Can not recover the data in the SDP 9002 + ms sql. The error is: c:\ManageEngine\ServiceDesk\bin>restoreData.bat >c:\ttt.txt 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to set the standAlone param as : true 15 ╨▒╨╡╤А 2014 19:15:01 com.adventnet.servicedesk.server.utils.SDDataManager set StandAlone INFO: Going to reset rootDir using server.dir 15 ╨▒╨╡╤А 2014 19:15:04 com.adventnet.servicedesk.server.utils.SDDataManager <in
Possible to change the status of ticket upon receiving email from requester?
I would like to have the status of a ticket change from "on hold" or some other custom value to open upon receiving an email from the requester. Is that possible? Thanks, Marc
Search for exact phrase
We are demoing Service Desk Plus. We are finding the search function limiting. Is it possible to search for exact phrases? Or is the search limited to one word only? We search by address a lot and are having problems. If I search for the address “907 N” it will return every request that has an “N” in it. Not just that phrase. Is it possible to search by: Exact phrase in quotes? For example “907 North” Or Any of the these words with an OR statement? For example: 907 OR North Thank
Ticket created from email looses formatting
I am having an issue with new tickets being created via email. we have some automated emails that get sent that use alot of html code to do formatting/etc but when servicdesk brings it in all that formatting is lost. Is there some setting somewhere that I missed or how can I go about fixing this? Thanks!
Servicedesk incomming mail
Hi After changes to our Certificate on our Exchange server, the Servicedesk is not able to pull incoming mails from its mail account. What could be the problem? Regards Martin
Add Requesters to Requests
There is an option to Add requesters to requests How do I go about doing this or setting it up
Error Unknown/Unexpected Error occurred Robo Technician
Good morning, Wanting to reset windows password I get the following error message: Unknown/Unexpected Error occurred Thanks
Link from asset to DeskTop Central machine details
If ServiceDesk Plus is integrated with Desktop Central: As a technician with appropriate permission when viewing a workstation asset in SD+ when the asset is also managed by DeskTop Central, I can click the Service Tag or another link and go directly to the machine details in DeskTop Central SD+ : /ViewWSDetails.do?wsId=XXXX Links to DC : /invComputerDetails.do?actionToCall=computerDetails&RESOURCE_ID=XXXX
Add new fields in software details
Hi, Is it possible to add new fields in software details in SDP inventory ? I have attached the page the I would need to add fields in it. Thank you, Steve
Need Custom Report
I need a customer Audit History report that shows workstation changes matching only certain criteria (e.g. Name Change, software installs) but the only option i see if to report all workstation changes, which is overly detailed. The report shows 44 pages of changes just for a 24 hour period. This is too much to be useful. How can i customize the types of changes and limit to to only certain changes?
Un-Able to set requestor as Service Request approver
I need to be able to have selected requesters have the ability to approve service requests. We have the enterprise version and the check box is there and checked but greyed out. And they are not approvers. Even though the greyed out check box is checked. I need to be able to give them this permission and should be able to. All assistance appreciated.
Customize Login Page
Hi, i have ServiceDesk Plus v8.2.0 I want to customize the login page of the portal There are some threads of older versions, but not for the last Can you help me??? Thanks Andrea
Next Page