ServiceDesk Plus - Assets Permissions
Hi, We are currently going through a transition of auditing all of our assets within the business and moving them from our own in-house asset tracker system to the assets feature in ServiceDesk Plus and have encountered one problem; I have SDAdmin permissions on my account, and when i look at the assets currently entered into ServiceDesk Plus, it provides me with the name of the asset which i can click on and edit. I'd like everybody in my team to be able to do this without assigning them full
How to remove the service field in service catalog
Hello, We are using servicedesk plus 8.2. In Admin->Service Catalog->Email to test the ADD NEW FIELD,i added one field named as 1. I was able to remove from the service preview(Right side) but the field 1 appearing in the service fields(left side) of form designer. Is there any way to remove that field 1 from the service Fields permanently? Regards, Rajeshkumar Srinivasan.
User DOMAIN for Service Desk Plus API
I am using the Servlet approach to adding a new request into Service Desk Plus. Here is my string: https://assist.optimation.co.nz/servlets/RequestServlet?operation=AddRequest&username=username&logonDomainName=ONZ&password=password&requester=TestName&subject=TestSubject I am getting the following error: FailurePlease specify the DOMAIN to which the user belongs to What is this error reffering to, and where can I get the value of the DOMAIN?
SDP Import EmployeeID from AD
Hello to all, is it possible to import EmployeeID from AD automatically? At this time, we use a CSV file to import in SDP 7.6 but I know that in SDP 8.0 is possible to import additional fields from AD. EmployeeID is a SDP application field and I dont see any way to import like Title, email, etc. Thanks in advance.
Manager Notifications - Service Desk Plus
Hi, this might be a stupid question but does anyone know if it is possible to configure a notification to be sent to department/site managers on creation of a new ticket? We have several managers who are very "hands-on" and like to keep tabs on tickets when they are raised. I can see how we can notify technicians using business rules, but no way to do this for requestors...
Configure external access!
I wonder what should I do so that applicants from outside of my network possão ultilizar aa web interface from other locations
CC not provided - Error when reply on "Your request has been logged with request id...."
Hi, there seems to be a bug in the latest version when answering via email to a ticket lodgement confirmation. The system adds in the CC field "not provided" and you have to manually delete it to be able to response to a ticket. Steps to reproduce this error: 1) Send a email to the "Service Desk Email Address" e.g. support@yourdomain.com 2) Wait for the confirmation mail "Your request has been logged with request id #1234" 3) Reply to the confirmation mail of above and send it 4) Login to the the
retrieve user password
How a user can retrieve the password to access the call?
Scheduler: "Move requests to unassigned state" not working
In Scheduler, Technicial can set Backup Technician assignment rule for upcoming requests during his Leave. However, the "Move requests to unassigned state." doen't stick. You can set it, hit Save and get a Process completed succesfully -message, but the value doesn't actually get set and remains in the original setting if viewed again. Regards lakend
Rest Api issue GET_REQUESTS
Hi, Could you send me examples of how to refine the search by using the "GET_REQUESTS" operation? as would be the XML with the following filters: Open_User, Pending_Approval. I used: <Operation> <details> <from> 0 </ from> <Limit> 50 </ limit> <filterby> <Open_User> API </ Open_User> </ filterby> </ Details> </ Operation>
Cannot delete a category
I am attempting to delete a category but receive the following error message when I do: Category is being used by a module. Hence cannot delete it from database. But it has been marked for no further usage.
Multi Domain Support authorization
Give an example of setting subj I configured ldap connection domain1 and domain2 and imported user accounts I could not configure authorization from both domains work authorization only one domain host os centos 6.4 SD + 8.2.0 Build 8217
Device Serial Numbes missing
Hi, We are trying to add Brocade FCX switches to our IT Assets, but after the scan/discovery a lot of information is missing, mainly the serial number of the device which is the most important field. Is there a way to fix it, i know the OID for it, can we add that OID to ServiceDesk to get this info? TIA ~Mani
Automating Document Requests in ServiceDesk Plus
This customer request had me scratching my head for a bit but I suggested the following approach to help solve it. This particular client is constantly being asked by users for details of how to locate key company documents, such as the latest terms and conditions for example. As they were the person 'in the know' they were constantly being bugged to provide the information (yes I'm afraid users can't be bothered to look back over their email queue - shocking!). As a result the client was looking
How to dump a report of the Solutions.
Hi, I'm looking for a way to dump the solutions to a csv or xls file. I do not see a way to do that in ServiceDesk. What is the best way to get the data from the Solutions module? Thanks, Mark
Implementing SSO without using the script to create an AD Computer Account
Hi, We are in the process of implementing ManageEngine Service Desk Plus in our organization. Our company is part of a group and our Active Directory is managed by our Corporate IT. We have sent them the script provided to us by our local supplier that we are supposed to execute on our AD to enable SSO for ServiceDesk plus. Unfortunately, our Corporate Windows Admin and our Security team does not allow executing any script on our AD. With this, we wanted to find out if there is another way
Default Administrator password not working after initial install
Hi, We have just installed ServiceDesk Plus to try but the initial password stated on the site (username: administrator, password: administrator) is not working. We get the error "Username or Password is Incorrect". This is a fresh install on Server 2008 R2 and we have not set up any passwords during install. The same is also true for the guest account (username: guest, password: guest). I've search the forum but have only found details on how to reset the password from SQL database. Is there someone
Mail fetching email command
The E-mail Command is not working. Every email is being fetched, but i only want " E-mail Subject contains" "@test@" but that doesn't work, am i doing something wrong?
Business rule to reply to requester
My Help Desk is having a problem with after-hour support. We have on-call for phones, but not emails to the Help Desk. I am trying to set up a customized reply email to the users if they email the Help Desk outside of normal business hours. I am very close to this through the business rules, however the email templates only can go to the technician, not the user. We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
can't scan ESXi 5.5 host
Hi there, SDP Version: 8.2.0 Build 8215 As the subject says. I've confirmed that the ESXi server can be accessed via SSH (port 22). It's also accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created 2 credentials, same username/password but different protocol: Telnet/SSH VMware Upon scanning the server via Workstation Scan, the following error shows up when using both credential were used (device type set as VMware and then Linux, Mac,
Can't delete sites, greyed out. Removed from all possible modules
I've removed it from everywhere mentioned on the forums but I can't get rid of 3 of the sites that were imported via CSV. I went through each of the following as was mentioned in another thread -- Site is associated to different modules like Assets,requests,technician,requester,templates,PM tasks and Support groups etc. When trying to delete the Site you will asked to move these set to a different site. However the Requests and tasks which was already created in the Site will still be referring to
Scheduled import?
Is there any way to schedule import of users in SDP? I have a script which exports account from AD and "patches" some fields for my own needs. I do not want manually import (with setting all the mappings) requesters from "patched" .csv after registering every new user account and running my script.I need SDP to lookup in specified folder once a day and import .csv from here. All the columns in my csv are named according filed names in "Customize mappings" interface.
Customize description box in incident request
Dear Forum, Is there a way to customize the description box in the incident forums. For example adding checklists or drop-down lists to ease the description of tickets. any ideas would be greatly appreciated.
ServiceDesk Email Commands: setting a date/time request field
Hi im trying to set custom fields as i open ticket via Email Commands. It works but i don't know which format should i use for date/time fields. I tried both of these with no results: 29 Jan 2014, 16:29:00 Jan 29, 2014 12:53:21 PM What is the right format to be used? Thank you
Automatic calculated "Work Log"
Hi support, I just wondering, can work log automatically filled (in field "Time taken to Resolved")? Maybe calculated from start time (when assign to technician) until request is resolved. Thank you. Ali
Editing the Self Service Portal
Is there a way to have the self service portal land on the "Requests" page? There are actually a few changes I'd like to make but I'm not sure how to go about it. I'd like to do the following for the SSP: Remove the right side banner regarding how to use the portal Point the "Submit a Request" link on the Home tab to the Requests screen. I want my users to use the New Request button to submit a ticket rather than using the service categories Show a list of pending tickets on the home screen (is this
Same field name in Incident & Service Catalog when running reports
We're trying to run reports on "All Requests" which includes Incidents and Service Catalog items. Both templates have user-defined fields with identical names (i.e, planned completion date) but when we run reports, the fields are often empty when they clearly contain content within the request. Is it possible to have identical field names in both and still run reports?
No users Listed after a Restore
Hi, After doing a restore, using the initial backup created by SD+, i've lost the default administrator, the only one i had. I've run the query to identify the active users and none is listed, it's possible to create an user with a query? I'm using MSSQL with build 8216. Regards.
BackupData
Hi, I've been making some backups and today for the first time got some errors and backup was not successful, size of backup is 0Kb! Changes applied today before backup: - Mail server Config - Enable Fetching - Add some notification Rules - Created some requests to test notifications (Success) - Deleted all requests created for testing purposes After this i decided to do a full backup and got some errors: Command prompt output: C:\ManageEngine\ServiceDesk\bin>backUpData.bat
Configuring email tickets
HI, Besides configruing the email server settings in SDP do i need to any configuration with my Exchange 2003 server? It seems like SDP will not fetch emails. I want to implement a system where our users can submit an email and create a ticket to the helpdesk. I have set the SDP mail server settings to fetch email every 1 minute, and i can send emails fine, and reply to them too, but when i try to send email to helpdesk@domain.com SDP will not create a ticket.
Windows Agent Configuration - Linux Server
I have SDP running on a Ubuntu server. When I go to Windows Agent Configuration and attempt to configure the agent setting I get the following error. Failed to update agent settings. Any ideas on how to correct the issue?
Nested Resources in Service Catalog
A nice feature that would be beneficial in future releases is the ability to create nested resources in the form builder of Service Catalogs. For example, when a user submits a problem with Internet Explorer: They have the pull down for browser name. If they select IE, then the version pull-down appears, and they can only select existing IE versions. Or If they were ordering a new computer: They select Desktop or Laptop If they select laptop, the next field appears for them to select laptop accessories,
Request does not get reopened, when requester reply to request from within application.
Hi We are running Servicedesk plus : 8.2 (8214) We have a problem, that when a request is closed, and a requester is is replying to the request from within the servicedesk application, the request will not get reopened. The request will be reopened if requester is replying to the e-mail he has received from the system. ex. User get notification about his request is closed, user clicks the (To see your request click here =>) link. From within application the user clicks "reply" and adds conversation
Requests layout
Hi, Currently evaluating the software to ensure it can do what we need it to do, so far so good. One niggle i would like a solution for is the display of the requests section. Can this be seperated into a folder like structure with this groups? So for example having a France group folder, all tickets to that support group go in there, i have attached an image of what we currently use on our helpdesk system (which we are looking to mofve away from, hence me trying your product). We would like it to
Hijacked / Incorrect links on tickets
Hello, I've noticed this morning that a ticket has come in which has an email forwarded from someone who's email signature has an image with a link assigned to it which goes to their company's homepage. It seem that that link has now taken over all the other links on the site so if I go to click on Home, Requests, Problems, etc instead of going to the address of our server it's pointing to the address from the image in the email that the ticket was created from. The attached screengrab should highlight
Report to Show Open Tickets With Latest Updates
Hi Everyone, I have a requirement for a report that would show me all calls at a status of OPEN or ON-HOLD, together with the date of the last Technician update and what that update was. I need to use this to ensure technicians are interacting with our customers as this is one of our KPI's that over the lifetime of an open incident the analyst must communicate x times in y days. Does anyone have such a report ? Thanks Ian
Report for requests by "modified by"
I would like to create a report to show which technicians are modifying tickets. Where can I find the value for "modified by" in the database? This could be different than the assigned technician value, as in some cases a tech will update someone else's assigned request. Thanks
ServiceDesk won't start on CentOS 6 x86-64 Install
I just ran the installer on a CentOS 6.4 x86-64 bit system. I download the 64-bit .bin installer. When I go to the install directory and then to bin and run the run.sh script, I get the following at the end of the output: Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details The only log file with content is logs/unpackout.txt which has: # cat
Issue with the description field
Writing this post to know if someone has already faced this issue before and if we can get some help to fix it: Some customers reported us that the description field is not visible (requester view) for one incident templates we've created. After checking, the field is setup as mandatory and should be visible by the requester. We've contacted the support and tried to fix the problem by simply save again the incident template. It seemed to worked but actually the problem now appears on an different
Approval by email
Hi, Is it possible to update the approval status based on email reply. Regards,
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