import from CSV monitors and assign a resource
Hello I wanted to import a csv file monitors. When importing I choose user or department but I can not find the resource to which it can be assigned. Is it possible to add a field assignment to a resource when importing from a CSV file? Now I have to manually assign monitors and the large amount of equipment I'm losing a lot of time on this. Regards
Servicedesk Plus SSL move to another server
Hi I have now tried for a week by reading all the guides I could find on how to move SD+ to a new server. I have the latest build 8217 on both servers (live with SSL and certificate installed and a new one clean installation with the same build 8217). After taking the backup on the live server, I copy the full .data file to the new server (which is working fine). I shutdown SD+ on the new server, run the restore.bat under ...\bin. Restore completes without any errors. Now when I start SD+ again
Can't Copy/Paste from Clipboard into editor using IE since 8217 upgrade
Has there been a change to Service Desk Plus from 8213 to 8217? I upgraded to 8217 (from 8213)over the weekend and now I cannot paste images from the clipboard into requests, changes, solutions, etc. This used to work. When I try to right click in the body of the editor using Internet Explorer, Paste is grayed out.. This has been working for many months. Chrome and Firefox work fine. IE 8 and IE9 produce the same result. We use this extensively and unfortunately using different browsers in our
Ability to prevent requester from viewing the Resolution
We would like to have the ability to prevent a requester from viewing what a tech inputs as a resolution. It would be enough for the requester to just get a generic response letting them know that their ticket has been resolved. Thanks
Licence removal
Hi, i am interested how to remove existing licence from Service Desk Plus to revert it back to demo/trial
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SDP 9.0 Beta Registration
We are coming up with the SDP 9.0 beta. We acknowledge that the release is getting delayed, but you can be rest assured that this time is fully utilized to enhance the product quality. Users who are interested to test and provide their valuable feedback, please register through the below URL, http://www.manageengine.com/products/service-desk/sdp-beta-signup-form.html Features in SDP 9.0 release includes... 1. Change Enhancement 2. Software Enhancement - Suite License Management 3. Multi Currency
Exporting information/System Reports
Hello, Is there a way to export data or create a report for the following: -Accounts -Sites -Requestors -Technicians We need to enter this information into some of our new systems for company reporting. Thanks.
SQL 2008 R2 view creation
Hi, I would like to create an SQL view within my SQL 2008 R2 console in ServiceDesk database. I can see that there's already one called "sdp_DateDiff". Is it ok if I create other ones, will it not be erased in case of an upgrade? Thanking you in advance for your reply. Cédric
Template Categories
How do you setup Template Categories? Right now all our Templates are showing up under "Other" when requesters log into the self server portal. Thanks
Custom fields for tasks
I'd like to see user-definable fields for tasks. I'm coming from the project management side and have data in tasks that I'd like to be able to track, sort, and filter. Additional dates, customizable categories, and even free form fields that the administrator can define would be helpful at the task level.
how to add a logo on the survey email
Hello to all. I am using the ServicesDesk Plus 8.2.0 build 8215 I would like to enter the company logo on the survey e-mail, what step I have to follow to do this. Thank for your help.
Rejecting Ad-Hoc Support Requests Sent to ServiceDesk Plus by Email
In some environments having a support email account that users can simply email their requests can be a real headache. You tend to get all sorts of random requests and it is a real drain on the technicians to classify and find the 'real' issues. In some situations it would be preferable to have end users log their request via the self-service portal but have all subsequent communications regarding a valid Request by email. So how do you keep the advantages of being able to use the email features
API Key section missing
We are starting to play with the iOS and Android versions fo the client for Servicedesk plus, however we have one technician (ME!) who cannot generate the API Key because the API Key section when editing a technician is missing, aka not showing. There is an entire section missing... Logon details is missing, Role managment is missing and API Key generation is missing. Screenshot can be found here: https://copy.com/YGU3gSYyopPk I can't insert a screenshot here because your forum software does not
Multiple company support. Help!
I'm looking for some advice on how to handle the following scenario: We support multiple clients - mostly banks and credit unions. We could receive an email ticket from multiple end-users, all tied to a single company. How would I tie multiple 'requesters', to a single 'company'? I want to be able to query to get all tickets for ABC Credit Union, which could include requests from a variety of individuals. I have not found an efficient way to handle multiple requesters for a single organization. Is
Is there a report that would generate work log details?
Need a report where i can get the work log details. I have not found away to do this. Thanks, Mark
Resolved Problems not Auto-closing after 3 days
I'm using ServiceDesk Plus 8.2.0 Build 8208. If I mark a problem as "Resolved" it doesn't auto-close in 3 days. It works fine for incidents but not for problems. Is this a setting issue or is it working as designed?
Automated Removal of AD user accounts
Is there a way to set ServiceDesk to automatically remove disabled AD accounts from the Requester list when doing the AD import? If this is on the roadmap, what is the ETA on having this implemented? It is a pretty important feature as we need to manually perform this task on a regular basis.
Extra username and password prompt before actual login?
Hey guys, I'm not sure this issue is due to: 1. A hack 2. A security update 3. The fact i upgraded to 8.1.0.7 recently The problem? Since a few days everytime i browse to my Servicedesk-site (locally installed on server), i get a additional password box: To be clear: Annuleren = Cancel in Dutch If i type in my username and password, no effect, the box keeps popping up again. I tried with and without the domainname... so, eventually i press Cancel on this prompt, and i'm brought at the home login
Auto-Email replies from SDP
Is there a way to select certain requesters from receiving reply emails from SDP. We have a few monitoring applications including OpManager which logs a ticket when trhesholds are met. When the ticket is created, SDP sends a notification to OpManager that the ticket has been created. OpManager does not have its own email address so Exchange then sends a reply to SDP that the user does not exist. The reply from Exchange is then sent to the technicians also. This is creating a lot of extra emails within
Tickets automatically being reopened
If I close a ticket, I will get a response that tickets was closed. A few minutes later the ticket is reopened. I don't know why it is being reopened. Nobody is replying to the message. Ideas?
Notifications/Status Update Request
Hello, We would like to request a feature within ServiceDesk Pro. We will be having scenarios where incidents will be created, and will require the assigned technician to provide status updates (notes?) after certain periods of time have elapsed, similar to the SLA type features. Example: - User Submits Ticket with Severity 1 (90min) - Ticket is assigned to Technician. - After 20 minutes the technician should get prompted or receive some type of notification to update the ticket with a note - After
technician-request
Good day, colleagues! I have a question for you, If i'm a technician and have made several requests, then when I'm making myself a guest my request made as a technician are disappearing. What should I do?
Windows Server Licencing
Hello, I am looking for the best way to manage and report on Windows server licencing in SD+ We have a mixture of server versions 2003 Standard 2008 Standard 2008 R2 and 2012 R2. We currently have more instances of Server 2003 installed than we have 2003 licences for, however we are covered from a Microsoft Licensing point of view as we have more than enough Server 2008 licences to cover them. Likewise 2008 R2 and 2012 R2. When I run the Purchased v Installed software report it shows under licensed
Custom Report for Assets
Hello, I hope someone may be able to help. I am looking for a query report to list all assets including the following fields: Purchase Date Purchase Cost Product Type Asset Name Serial Number Location Site Asset State Many thanks Paul
enable / disable depending on your technical work shift.
I can create a table for each technician hours depending on the shift having that workweek? I can disconnect a technician assigned to one incident for a few hours or one day? Thanks
Duplicate Requestor
We had an issue with our email server and since then, we have duplicate requestors with different login IDs. The original lists their AD profile/user IDs. The duplicates have their email address listed as their sign-in ID. In addition, a large number of Dist Lists also came over as Sites. I went through the entire list of Requestors and deleted the duplicate entries that were wrong and did not contain all the information (Site, Dept, etc). When I view the list of Requestors, there are no duplicate
SD trial error
Dear, i'm trying to install and evaluate the latest sd version. I can install it but when i start the service, appears scrren and in the blue line the steps that are executing. after 30 minutes there are dots without starting the program. what we can review? I'm using a windows 7 32 bits computer and sqlserver express 2012 to evaluate it. spd
Single Sign-On Issue
Hi, I've found about this issue a few months and I need your help. Many users in company have been facing the login issue that SDP shows a 'j_security_check' error on IE (7-9). Some computers can fix by updating some registry keys (LmCompatibilityLevel, NTLMMinServerSec) but some don't work. Do you have any ways to help me solve this issue, please? Thank you
How to Import CIs with used by EmployeeID
hi all, how can i import assets/CI's with used by Employee ID, currently it takes requester name, if matched it will assign to requester, else it will also create new requester and assign the same. what happens if there a spell mistake in requester name or if we have more requester with same name, Simple Question. It can be possible to link with Employee ID ? with regards, Anand
Technicians in each Support groups
Dear, SDP Support Team I found a way to check what's the Support Groups of the technician they are associated. By clicking Admin->Support Groups->Select Group that I need to check then I will see Associated Technicians in each Support Groups. It's very useful for my audit stuff. But my problem is when I need to check all of Support Groups, I spend a long time to perform this task. Could you please create a query report that show all technician in each Support Groups. Thanks for helping me Best
Unable to Change Database from Mysql to MSSQL
I am wanting to update my ServiceDesk Installation from MySQL to MSSQL. I had completed the update to the most current build and performed a full backup of the database followed by running the change database script in the bin folder which successfully makes a connection to the SQL 2012 Server and creates the database along with the tables after the restart of the ServiceDesk Application. I then start the restore which is where problems start occuring. I run the restoredata.bat file and point
Custom Query for a New Custom Report
When creating a Query Report its obvious where the SQL goes and can be edited. What about a Custom Report. Am I able to create my own SQL statement to use as the groundwork for a custom report? I'd like to create a matrix report with data and grouping that is not available in the provided drop-downs. Thanks!
Software Query
Dear Support, How to query that shows Software Name ; "Microsoft Visio" WS Name WS Model/Type User Name Last Login Last Scan On IP Address Site Please Help. Thx & Rgd SRC034
Microsoft CRM and ServiceDesk Plus Integration
Hi All, We are planing to build an ITIL system and ServiceDesk Plus seems it will fits our requirements. But as you guess it can't support every functionality. For example we want to use Microsoft CRM to store customer list. So i am looking for an integration between Microsoft CRM and ServiceDesk Plus. But API seems very light; only create or updates tickets. Can we use API to query ServiceDesk Plus database or push data to ServiceDesk Plus? Any information will be help very much
Allow Privileged Manager to remove or update survey results
Use Case: Requester accidentally misreads the survey rankings and marks low when they meant to mark high or vice versa. After a conversation with the requester, a manager should be able to either remove or update the individual survey result.
Cant logon to Demo
Hi I am setting up a trial of ServiceDesk Plus I downloaded. I have installed the trial onto a 2008R2 server using the defaults, except for the port number which I changed to 8888. When i get the login page and I type in administrator and administrator for username and password, I just get incorrect username or password. They must be correct as this is the default install. Can someone tell me why. the firewall is off for the domain profile. What ports need to be opened? Any help would be
Need "notification to Group technicians" option for closed requests.
Currently when a request is closed, the only Technician Notification option is to notify a specific list of techs. It would be better to have the option where all techs within a Support Group are notified when a request in their group is closed. For example, if the Network support group receives a request and one of their technicians closes it, the techs in this group would all be notified that the request is closed. Other support groups would see nothing, as they do not work with those tickets anyhow.
Restored database and now Helpdesk hangs on startup
Hi We had an issue with a server and had to reinstall Servicedesk plus. We have installed servicedesk, which worked fine. Logged in as default login, re-added the license and then logged out and shutdown servicedesk. We then ran the restoredata.bat, which seemed to restore ok. Now when we try and restart it, it hangs on the splash screen after getting about 90 of the way through and if I go into startout.log in the bin folder, it keeps coming up with requestScheme is http every 3 secs. Any ideas
Facing two issue in service desk plus version 8.1.0 Build 8107
Problem 1: I am unable to take schedule backup since a month i just notice today that backup is not created ... As it was working fine earlier. Problem 2: My resolved request not automatically closed after 2 days as it was closed earlier after 2 days. waiting for your reply. Regards MAJ
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