SLA based in Service Category does not works!!
Hi Friends I have a question for you. At this time, We have installed SDP V 9.0, and we are trying to organize all the workflows and services. We have a Service Category named Applications, but when we try creating a SLA based in Service Category, the associated request don't has a SLA assigned. How can we fixing it? The goal is getting that created request through Service Catalog takes the SLA from Help Desk Customizer, but no take it from the SLA Service. Thanks for your help. Regards
Report - all requests with a particular title
Hi I would like to be able to report on all requests raised with a particular title im using MSSQL thanks Russ
Need an expert Advice about PostgreSQL/Mysql/Mssql , which one to use?
Hi there everyone, i'm thinking about which one to use for (Faster) Performance , i will have around 1000000 requesters, maybe more and around 500+ daily requests, need an expert advice which of those database i should use to avoid performance issues and work faster in Service Desk plus application. Thanks!
SLA can be chosen per ticket, in the template editor.
Sometimes I create a special SLA for a specific template. Then I have to go into the SLA and generate the search criteria, contains this does not contain that ect. This SLA search is great for broad spectrum but to me it seems easier to have this as a drop down field to choose the SLA from SLA's created. Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.
Upgraded from 8.1 to 9.0, still stuck at max 2 technicians
We performed an upgrade of the free version of ServiceDesk Plus 8.2 with a max of 2 technicians, installing 6 service packs to bring us up to version 9.0. The purpose of the upgrade was to increase the max technicians from 2 to 5. After the upgrade, the software still shows a license for 2 technicians, and when trying to add a 3rd technician, the software does not allow it. How do we get the maximum to bump up to 5 technicians? Thank you.
Report for requests raised by user
Hi I would like to report on requests raised by a particular user. im using MSSQL please can you let me know if this can be done thanks Russ
Reports are not displaying characters
When i go for reports in chart, 3D pie or line or whichever, i get strange symbols instead of actual letters. attaching screenshot.
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL
May I know what is the name of field for "SMS Mail ID" by which it is stored in Data Base in MySQL Sample of my field is shown in GUI.
attach document
hello how can i attach a document to the scanned softwares
SQL Help
Hi, im new to SQL and would really appreciate help with the following, I would like a report made to show me all machines that DO NOT have Adobe Shockwave Player 12.0 installed, the only fields I need in the report is the machine name Huge Thanks!!
SMS server setting in Service Desk Plus
Dear Team, I have two products of Manage Engine as SDP & Desktop Central. I gone through some more products of Manage Engine as Application Manager & Op Manager. Both of the products have SMS server settings so we can put modem directly and fire sms alerts. So can we get the same facility in either of SDP or Desktop central? Warm Regards Prashant Mangal
After upgrade to 9.0 I cannot open Attachments
Last Sunday, we updated from servicedesk plus professional 8.212 to 9.000 (doing an update to 8217 before 9000). Since then, the system has become unstable (servicedesk locks and the web server give us an error) and the attachments on the request cannot be opened. We cannot downgrade to another version (doing a restore) because we do not want to lose all work from yesterday and today.
Issue with Request Closing Rules and Worklog ticked
We set the WorkLog mandatory in Request Closing Rules for incidents, so that our technician HAVE to document the work that they have performed. Often, a request will include 1 or more tasks, and technicians will create worklogs associated with those tasks. The system does not recognize worklogs that are assigned to tasks within a request and will deny the close attempt by a technician, telling him that no worklog exists. As a workaround, in those situations, the technician has to create a dummy worklog
Great ServiceDesk Plus Configuration Book
Hi Al Came across this while doing some Google searching. Spent the $A35 happily and can highly recommend to even the most seasoned administrator. A great mixture of IT Service Management Principles and how to achieve them in ServiceDesk Plus. http://www.packtpub.com/servicedesk-plus-8-x-essentials/book
Update 9.0 failed
Hello i want to update my SDP from 8216 to 9000. But i got the followong Errormessage: Dear User, 9000 migration was stopped as the following managed software are not having CI Type association. Please associate CI Type for these managed software before proceeding to 9000 migration. CI Type association can be done from individual software details page by clicking on the 'Change' option for CI Type. 1. Microsoft(R) Windows(R) Server 2003 Standard x64 Edition 2. Microsoft Office Word 2003 3. Microsoft
restore backup in the 9 SD
I have a question. please tell me: i have a backup of old service desk, how can i restore it in the 9th service desk?
Number of open requests in a given time frame
Good Day! I was tasks with creating a report to state how many open requests (any request that isn't closed or resolved) with in a certain time frame. The issue I'm running into is when I create a Matrix report off of Request Status, I can generate a report with a bar graph that breaks out how many open requests of each status we have which is exactly what we want. The issue is if I wanted to find out how many open requests there were last week Tuesday I can't pull that data due to having to specify
Please help with Module provided in the request is not supported
<operation name="GET_ALL"> <result> <status>Failed</status> <message>Module provided in the request is not supported.</message> </result> </operation>
Setting Up ServiceDesk Test Environment
Afternoon, I am trying to set up a test environment for ServiceDesk for testing of updates and the like I have installed Version : 8.1.0 Build 8110 which is as per our live deployment, I then restored a recent backup which went in without any issues but now the system will not start, I keep getting an error stating "Invalid License File" - any ideas how I can get round this? Thanks, Scott.
is in contract report
When adding an asset to a contract, there is a column called "is in contract". How can I create a report that shows all assets and their contract state? That field isn't available to be selected and I am not sure how to create it with a query. Thanks
Steps of roll back process while patch updation failed
Hi Team, Would request you to please share the steps of "Roll Back" process while latest patch updation failed. And how to roll back\Switch to previous version. Thanks Satyam Kunal
Remote Install agent ServiceDesk Plus
Hi, What location is the remote agent? SDP 8114 Professional Thanks, Mauricio Fuentes
Update from 8212 to 8217 Fails
In attempting to run the update I am getting this error in the updatemanager logs. [com.adventnet.persistence.EEARExtractor] [SEVERE] : Exception occurred while extracting eear :: [.\applications/AdventNetServiceDesk.eear] :: .\applications/AdventNetServiceDesk.eear What is the best solution this error.
Change Management 9.0
Have recently added change management and just upgraded to 9.0. Is there any documentation on best practices in setting this up from scratch? I would appreciate any documentation available. Thanks.
I can't make a manual backup
Hello! Help ме please - I can not do a manual backup (built Postgres). After starting the bat file, I get the following:
Pending request in minutes
How can i generate report about ticket pending time?
Need help with SMS configuration
Good morning, I need assistance setting up SMS notifications. I can see the option under the admin tab/notification rules.... but my question is this.. Is there a way to set up SMS alerts for specific type of request? Here is the scenario. A ticket comes in requesting that a fax line be set up. the request template we have set up for this fills out all of the proper fields (category, priority, group, technician, ect...) I would like to see if there is a way to automatically SMS our telecom tech when
Running a report on non-it assets
Hi, I would like to be able to run a report on non-it assets and show all of the respective detail/fields. Whilst I can run a basic report it doesn't show all of the fields that are assigned to the non-it assets. Please can you advise how this can be done. Thanks Graham
Service Catalog template inaccessible
I recently spent several days working on a service catalog template for one of our support groups and after changing the "Associate groups to template" option to that group (which I am normally not in) I can no longer see the template in admin or the self service portal. I found a similar complaint from about a year ago on the forums but no resolution was documented. I tried adding myself to the support group that is associated with the template but that did not work. Fortunately, I have a link to
ServiceDesk Plus Licence Downgrade
We've got SDP Professional with a five technician licence, but since we purchased this the free version of Standard has been upgraded to five technicians and frankly we're not making enough use of the extra features of professional to make it worth renewing when there's now a free version we can use that will meet our needs. So, how can we go about downgrading our licence to the free version ? We're about to migrate SDP between servers, if we just set up the new server as a free install will we
Specific Technician Doesn't Receive Emails
Hi, We have faced an issue that an specific technician doesn't receive emails after a Service Request is approved and assigned to him, the email doesn't show up in Conversations either so I am sure that the issue is not with mail server side. I appreciate any help on this. Thanks.
change the wording in e-mail to notify to.....
The wording confuses my users they place their own e-mails here thinking they need to. They don't realize this is to keep someone else in the loop Change the wording to Other e-mail to notify or other people to notify. I think it would be more clearer to the avg user whom we all know well you know.
spam filter not filtering on sender
Hello: I have an issue with the spam filter. I wish emails sent from a specific email address to be dropped. I have two rules in my filter. 1. where "sender is" then multiple addresses 2. where "subject contains" with multiple listings. I have an issue where the notification that a job has been closed is being sent to a CC recipient with an incorrectly spelt email address. The postmaster (the address I've listed in step 1 above) responds that the recipient can't be found. This reopens the request.
Can I automaticaly send approvol request to asset owner?
Hi! My case - request access to resourse (server for example). This server add to CMDB. I can create in Service Catalog request form which allow users to select this server. And I want automatically send approval request to server owner (in addition to send to user manager). Its possible in SD+? Im can`t search nessesary field in form designer.
Mac OS X Mavericks (10.9) Support with Scan Script
Hello, As with the folks using Asset Explorer, my SDP Scan Script does not see software on Mac OSX Mavericks. Has this been corrected? As of what build number? I'm still at 8206. Thanks, Brett
Survey Settings - Welcome Message
Hi, I believe i've found a bug on welcome message under Survey Settings. I've changed the welcome message and save, but after that if i click Preview Survey the message that appear it's the default and not new message. I've tried to restart SD+ service but with no luck. I've notice that if i change display language, SD+ translate the message but again, does not reflect my changes. I'm on build 8216 under 64 bit version. Can anyone help on this? Regards.
View unassigned requests with "all in group & assigned to him" group permission restrictions
Hi; We've recently turned on the "all in group & assigned to him" group permission restrictions. This does not allow viewing of any requests where the group has not been assigned. This has two impacts. Firstly, technicians are no longer able to use the "quick create" functionality - as this creates a request with no group assigned - and this is not allowed with their permissions. And These technicians are no longer able to view the unassigned group queue. We use this group extensively for technicians
Technicians Task
How can i view Open and Closed task for Technicians in the system?
Email Notification
Hi, I have currently enable the incoming mail server setting for email fetching in service desk plus. I want to know one thing as per below scenario. 1)User A created a HDR " My system response slow" through Helpdesk managemnet web portal. 2)User A get ack on his email that your request has been logged with ### this ID. 3) Request is landing on the helpdesk group.(which have 3 memebers) each member get the email notification that request land on his group 4)one of the Technician from helpdesk group
Subcategory and Item list are not sorting alphabetically... is there a fix?
We had the Manage Engine Service Desk Plus and the subcategory and Item list are not displaying the items alphabetically. It was on version 8.1.0 build 8127, and we are using IE 10. We thought it could be the compatibility issue so we upgrade the Service Desk to version 8.2.0 build 8200 hoping that it would fix the problem, but it didn't. It's still not sorting correctly. Is there a fix for this? Thanks
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